Customer Service Representatives

Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

Actively looking for ways to help people.

Talking to others to convey information effectively.

Understanding written sentences and paragraphs in work-related documents.

Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

Managing one's own time and the time of others.

Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

Bringing others together and trying to reconcile differences.

Persuading others to change their minds or behavior.

Being aware of others' reactions and understanding why they react as they do.

Communicating effectively in writing as appropriate for the needs of the audience.

Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

Adjusting actions in relation to others' actions.

Understanding the implications of new information for both current and future problem-solving and decision-making.

Considering the relative costs and benefits of potential actions to choose the most appropriate one.

Teaching others how to do something.

Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.

Motivating, developing, and directing people as they work, identifying the best people for the job.

Using mathematics to solve problems.

Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes.

Identifying measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system.

Generating or adapting equipment and technology to serve user needs.

Watching gauges, dials, or other indicators to make sure a machine is working properly.

Analyzing needs and product requirements to create a design.

Writing computer programs for various purposes.

Obtaining and seeing to the appropriate use of equipment, facilities, and materials needed to do certain work.

Determining how money will be spent to get the work done, and accounting for these expenditures.

Conducting tests and inspections of products, services, or processes to evaluate quality or performance.

Repairing machines or systems using the needed tools.

Using scientific rules and methods to solve problems.

Controlling operations of equipment or systems.

Determining causes of operating errors and deciding what to do about it.

Installing equipment, machines, wiring, or programs to meet specifications.

Determining the kind of tools and equipment needed to do a job.

Performing routine maintenance on equipment and determining when and what kind of maintenance is needed.

Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

Knowledge of the structure and content of the English language including the meaning and spelling of words, and rules of composition and grammar.

Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.

Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.

Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.

Knowledge of administrative and office procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and workplace terminology.

Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

Knowledge of economic and accounting principles and practices, the financial markets, banking, and the analysis and reporting of financial data.

Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions.

Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.

Knowledge of principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor relations and negotiation, and personnel information systems.

Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.

Knowledge of human behavior and performance; individual differences in ability, personality, and interests; learning and motivation; psychological research methods; and the assessment and treatment of behavioral and affective disorders.

Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media.

Knowledge of principles and methods for moving people or goods by air, rail, sea, or road, including the relative costs and benefits.

Knowledge of laws, legal codes, court procedures, precedents, government regulations, executive orders, agency rules, and the democratic political process.

Knowledge of raw materials, production processes, quality control, costs, and other techniques for maximizing the effective manufacture and distribution of goods.

Knowledge of group behavior and dynamics, societal trends and influences, human migrations, ethnicity, cultures, and their history and origins.

Knowledge of the information and techniques needed to diagnose and treat human injuries, diseases, and deformities. This includes symptoms, treatment alternatives, drug properties and interactions, and preventive health-care measures.

Knowledge of principles and methods for describing the features of land, sea, and air masses, including their physical characteristics, locations, interrelationships, and distribution of plant, animal, and human life.

Knowledge of the practical application of engineering science and technology. This includes applying principles, techniques, procedures, and equipment to the design and production of various goods and services.

Knowledge of principles, methods, and procedures for diagnosis, treatment, and rehabilitation of physical and mental dysfunctions, and for career counseling and guidance.

Knowledge of different philosophical systems and religions. This includes their basic principles, values, ethics, ways of thinking, customs, practices, and their impact on human culture.

Knowledge of the structure and content of a foreign (non-English) language including the meaning and spelling of words, rules of composition and grammar, and pronunciation.

Knowledge of machines and tools, including their designs, uses, repair, and maintenance.

Knowledge of materials, methods, and the tools involved in the construction or repair of houses, buildings, or other structures such as highways and roads.

Knowledge of the chemical composition, structure, and properties of substances and of the chemical processes and transformations that they undergo. This includes uses of chemicals and their interactions, danger signs, production techniques, and disposal me

Knowledge of design techniques, tools, and principles involved in production of precision technical plans, blueprints, drawings, and models.

Knowledge and prediction of physical principles, laws, their interrelationships, and applications to understanding fluid, material, and atmospheric dynamics, and mechanical, electrical, atomic and sub-atomic structures and processes.

Knowledge of plant and animal organisms, their tissues, cells, functions, interdependencies, and interactions with each other and the environment.

Knowledge of techniques and equipment for planting, growing, and harvesting food products (both plant and animal) for consumption, including storage/handling techniques.

Knowledge of historical events and their causes, indicators, and effects on civilizations and cultures.

Knowledge of the theory and techniques required to compose, produce, and perform works of music, dance, visual arts, drama, and sculpture.

The ability to communicate information and ideas in speaking so others will understand.

The ability to listen to and understand information and ideas presented through spoken words and sentences.

The ability to speak clearly so others can understand you.

The ability to identify and understand the speech of another person.

The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing that there is a problem.

The ability to see details at close range (within a few feet of the observer).

The ability to communicate information and ideas in writing so others will understand.

The ability to read and understand information and ideas presented in writing.

The ability to apply general rules to specific problems to produce answers that make sense.

The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).

The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).

The ability to concentrate on a task over a period of time without being distracted.

The ability to generate or use different sets of rules for combining or grouping things in different ways.

The ability to come up with a number of ideas about a topic (the number of ideas is important, not their quality, correctness, or creativity).

The ability to choose the right mathematical methods or formulas to solve a problem.

The ability to identify or detect a known pattern (a figure, object, word, or sound) that is hidden in other distracting material.

The ability to come up with unusual or clever ideas about a given topic or situation, or to develop creative ways to solve a problem.

The ability to remember information such as words, numbers, pictures, and procedures.

The ability to quickly and accurately compare similarities and differences among sets of letters, numbers, objects, pictures, or patterns. The things to be compared may be presented at the same time or one after the other. This ability also includes compar

The ability to make precisely coordinated movements of the fingers of one or both hands to grasp, manipulate, or assemble very small objects.

The ability to quickly make sense of, combine, and organize information into meaningful patterns.

The ability to add, subtract, multiply, or divide quickly and correctly.

The ability to focus on a single source of sound in the presence of other distracting sounds.

The ability to see details at a distance.

The ability to shift back and forth between two or more activities or sources of information (such as speech, sounds, touch, or other sources).

The ability to imagine how something will look after it is moved around or when its parts are moved or rearranged.

The ability to detect or tell the differences between sounds that vary in pitch and loudness.

The ability to keep your hand and arm steady while moving your arm or while holding your arm and hand in one position.

The ability to quickly move your hand, your hand together with your arm, or your two hands to grasp, manipulate, or assemble objects.

The ability to match or detect differences between colors, including shades of color and brightness.

The ability to quickly and repeatedly adjust the controls of a machine or a vehicle to exact positions.

The ability to make fast, simple, repeated movements of the fingers, hands, and wrists.

The ability to bend, stretch, twist, or reach with your body, arms, and/or legs.

The ability to exert maximum muscle force to lift, push, pull, or carry objects.

The ability to exert muscle force repeatedly or continuously over time. This involves muscular endurance and resistance to muscle fatigue.

The ability to use your abdominal and lower back muscles to support part of the body repeatedly or continuously over time without "giving out" or fatiguing.

The ability to exert yourself physically over long periods of time without getting winded or out of breath.

The ability to judge which of several objects is closer or farther away from you, or to judge the distance between you and an object.

The ability to use short bursts of muscle force to propel oneself (as in jumping or sprinting), or to throw an object.

The ability to coordinate two or more limbs (for example, two arms, two legs, or one leg and one arm) while sitting, standing, or lying down. It does not involve performing the activities while the whole body is in motion.

The ability to coordinate the movement of your arms, legs, and torso together when the whole body is in motion.

The ability to keep or regain your body balance or stay upright when in an unstable position.

The ability to quickly respond (with the hand, finger, or foot) to a signal (sound, light, picture) when it appears.

The ability to see under low-light conditions.

The ability to tell the direction from which a sound originated.

The ability to see objects or movement of objects to one's side when the eyes are looking ahead.

The ability to know your location in relation to the environment or to know where other objects are in relation to you.

The ability to quickly move the arms and legs.

The ability to see objects in the presence of a glare or bright lighting.

The ability to time your movements or the movement of a piece of equipment in anticipation of changes in the speed and/or direction of a moving object or scene.

The ability to quickly and repeatedly bend, stretch, twist, or reach out with your body, arms, and/or legs.

The ability to choose quickly between two or more movements in response to two or more different signals (lights, sounds, pictures). It includes the speed with which the correct response is started with the hand, foot, or other body part.

Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.

Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.

Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.

Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.

Observing, receiving, and otherwise obtaining information from all relevant sources.

Keeping up-to-date technically and applying new knowledge to your job.

Developing specific goals and plans to prioritize, organize, and accomplish your work.

Identifying the educational needs of others, developing formal educational or training programs or classes, and teaching or instructing others.

Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

Analyzing information and evaluating results to choose the best solution and solve problems.

Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.

Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.

Getting members of a group to work together to accomplish tasks.

Translating or explaining what information means and how it can be used.

Developing constructive and cooperative working relationships with others, and maintaining them over time.

Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.

Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.

Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.

Scheduling events, programs, and activities, as well as the work of others.

Encouraging and building mutual trust, respect, and cooperation among team members.

Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.

Developing, designing, or creating new applications, ideas, relationships, systems, or products, including artistic contributions.

Estimating sizes, distances, and quantities; or determining time, costs, resources, or materials needed to perform a work activity.

Establishing long-range objectives and specifying the strategies and actions to achieve them.

Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.

Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

Convincing others to buy merchandise/goods or to otherwise change their minds or actions.

Providing guidance and expert advice to management or other groups on technical, systems-, or process-related topics.

Using hands and arms in handling, installing, positioning, and moving materials, and manipulating things.

Monitoring and controlling resources and overseeing the spending of money.

Performing general physical activities includes doing activities that require considerable use of your arms and legs and moving your whole body, such as climbing, lifting, balancing, walking, stooping, and handling materials.

Recruiting, interviewing, selecting, hiring, and promoting employees in an organization.

Assessing the value, importance, or quality of things or people.

Providing personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients.

Inspecting equipment, structures, or materials to identify the cause of errors or other problems or defects.

Using either control mechanisms or direct physical activity to operate machines or processes (not including computers or vehicles).

Servicing, repairing, calibrating, regulating, fine-tuning, or testing machines, devices, and equipment that operate primarily on the basis of electrical or electronic (not mechanical) principles.

Running, maneuvering, navigating, or driving vehicles or mechanized equipment, such as forklifts, passenger vehicles, aircraft, or watercraft.

Providing documentation, detailed instructions, drawings, or specifications to tell others about how devices, parts, equipment, or structures are to be fabricated, constructed, assembled, modified, maintained, or used.

Servicing, repairing, adjusting, and testing machines, devices, moving parts, and equipment that operate primarily on the basis of mechanical (not electronic) principles.

A tendency to be reliable, responsible, and consistent in meeting work-related obligations.

A tendency to remain calm and composed and to manage emotions effectively in response to criticism or difficult situations at work.

A tendency to be pleasant, helpful, and willing to assist others at work.

A tendency to seek out, enjoy, and be energized by social interaction at work.

A tendency to show concern for others and be sensitive to others' needs and feelings at work.

A tendency to exhibit a positive attitude and positive emotions at work, even under difficult circumstances.

A tendency to be detail-oriented, organized, and thorough in completing work.

A tendency to cope and function effectively in stressful situations at work.

A tendency to be honest and ethical at work.

A tendency to be genuine and sincere in interactions with others at work, without concern for personal gain or self-interest.

A tendency to exhibit determination and resolve to perform or complete tasks in the face of difficult circumstances or obstacles at work.

A tendency to be modest and humble when interacting with others at work.

A tendency to be open to and comfortable with change, new experiences, or ideas at work.

A tendency to believe in one's work-related capabilities and ability to control one's work-related outcomes.

A tendency to establish and maintain personally challenging work-related goals, set high work-related standards, and exert high effort toward meeting those goals and standards.

A tendency to be careful, deliberate, and risk-avoidant when making work-related decisions or doing work.

A tendency to be proactive and take on extra responsibilities and tasks that may fall outside of one's required work role.

A tendency to be comfortable with ambiguity and uncertainty at work.

Occupations that satisfy this work value allow employees to provide service to others and work with co-workers in a friendly non-competitive environment. Corresponding needs are Co-workers, Moral Values and Social Service.

Occupations that satisfy this work value offer supportive management that stands behind employees. Corresponding needs are Company Policies, Supervision: Human Relations and Supervision: Technical.

Occupations that satisfy this work value allow employees to work on their own and make decisions. Corresponding needs are Creativity, Responsibility and Autonomy.

Occupations that satisfy this work value are results oriented and allow employees to use their strongest abilities, giving them a feeling of accomplishment. Corresponding needs are Ability Utilization and Achievement.

Occupations that satisfy this work value offer advancement, potential for leadership, and are often considered prestigious. Corresponding needs are Advancement, Authority, Recognition and Social Status.

Occupations that satisfy this work value offer job security and good working conditions. Corresponding needs are Activity, Compensation, Independence, Security, Variety and Working Conditions.