{"schemaVersion":"1.0","exportedAt":"2026-05-15T12:40:49.241Z","occupation":{"soc":"43-4051.00","title":"Customer Service Representatives","group":"Office & Administrative Support","sector":"55","jobZone":2,"jobZoneInferred":false},"framework":{"version":null,"description":"Interact with customers to provide basic or scripted information in response to routine inquiries about products and services. May handle and resolve general complaints. Excludes individuals whose duties are primarily installation, sales, repair, and technical support.","contextCovered":"Inbound and outbound contact centers (voice, chat, email), in-store and back-office customer service across retail, banking, insurance, healthcare, and SaaS; tier-1 through tier-2 escalation paths.","levels":{"emerging":{"label":"Emerging","statements":["Account lookups and identity verification — perform per company script across the standard contact channels.","Customer-facing tone and pacing — deliver consistently within the first month under QA review.","Knowledge-base articles for common questions — read, paraphrase, and apply during a call without dead air.","Ticketing-system data entry — log calls accurately to the company's CRM schema.","Hold-and-transfer procedures — execute correctly when an issue exceeds tier-1 scope.","Common script paths (returns, billing questions, password resets) — follow to resolution on familiar issues.","Compliance disclosures (recording notice, do-not-call) — deliver verbatim per regulatory requirements.","Personal-info handling (PHI, PCI) — apply the company's privacy posture in every interaction.","Tone-of-voice corrections from QA — incorporate within one coaching cycle.","Schedule adherence (login, breaks, ACW) — meet within the team's stated targets."]},"developing":{"label":"Developing","statements":["Multi-channel coverage (phone, chat, email simultaneously) — handle a routine queue without quality loss.","Customer objections and negotiation requests — handle within authority limits without escalating routinely.","Cross-sell and retention scripts — apply naturally on appropriate calls to hit team metrics.","Recurring escalation patterns — recognize early and route to the right specialist team.","Soft-skills techniques (empathy statements, paraphrase, summary close) — apply reliably during difficult calls.","QA scorecards and call-coaching feedback — incorporate consistently to maintain quality targets.","New-hire shadowing for tier-1 colleagues — host during onboarding weeks.","Customer notes and disposition coding — categorize accurately for downstream analytics.","Knowledge-base improvements — flag missing or outdated articles to the team lead.","Wrap-up time and call-handle metrics — meet without compromising customer experience."]},"proficient":{"label":"Proficient","statements":["Difficult customers and de-escalation moments — resolve autonomously without supervisor intervention.","Tier-2 complex cases (fraud holds, account closures, regulatory complaints) — handle within company authority limits.","Cross-functional partner teams (billing, fulfillment, fraud, legal) — collaborate to resolve multi-step issues.","Coaching newer reps on call recordings — provide actionable feedback in formal review sessions.","Workflow process gaps — identify and propose to the team lead for QA improvement.","Subject-matter depth in 1–2 product lines — develop and become a team go-to.","Customer-experience metrics (CSAT, NPS, FCR) — interpret personal trends and adjust technique.","Quality-monitoring calibrations — participate as a peer reviewer in team QA sessions.","Schedule and seat-coverage during outages or peak events — flex to support team operations.","Voice-of-customer themes — synthesize and surface to product or operations teams."]},"advanced":{"label":"Advanced","statements":["Team supervision (10–20 reps) — manage with daily huddles, weekly 1:1s, and performance plans.","Workforce-management and shrinkage forecasting — partner with WFM on staffing accuracy.","Quality-monitoring program — own at the team or program level including coaching and calibration.","Tier-3 and executive-escalation handling — represent the company on customer relationships at risk.","New-program rollout (new product, new channel, system migration) — lead training and proficiency curves.","Career development for team members — sponsor toward tier-2, QA, WFM, or supervisor tracks.","Cross-program initiatives (knowledge-base, process, training) — represent the operations voice.","Customer-experience strategy — contribute to multi-quarter planning with operations and product.","Compliance-program ownership (privacy, recording, regulatory) — partner with legal and compliance teams.","Operations leadership pipeline (assistant manager, manager) — develop and progress over multi-year horizons."]}}},"sources":{"onet":"v30.2 (CC BY 4.0)","crosswalk":"https://skillscrosswalk.com","generator":"LER.me"},"attribution":"© EBSCOed"}