Customer Service Representatives, task by task.
The work this job is made of, grouped and scored on how much of its output software can produce today, then linked to what addresses it. What is left over is the job. The full activity list is underneath.
Also filed here62
- bill adjuster
- hub associate
- returns clerk
- trouble clerk
- service writer
- warranty clerk
- service advisor
- account adjuster
- adjustment clerk
- complaints clerk
- customer advocate
- complaints adjuster
- guest service agent
- clerical adjudicator
- and 48 more
- SOC code
- 43-4051.00
- Activities scored
- 6
- In O*NET
- 14 activities
- Activities an agent can take on
- 6
- Grounded in
- O*NET 30.3
The tasks · Customer Service RepresentativesSOC 43-4051.00
Record keeping and transaction documentationWhat can do this →
85% agentMostly automatable
Billing calculations and payment processingWhat can do this →
80% agentMostly automatable
Customer inquiry handling and information provisionWhat can do this →
64% agentPartly automatable
Complaint resolution and problem solvingWhat can do this →
64% agentPartly automatable
Customer notifications and follow-up communicationsWhat can do this →
64% agentPartly automatable
Sales promotion and upselling activitiesWhat can do this →
64% agentPartly automatable
The team6 agents 6 need no setup
Customer inquiry agent
Salesforce software · Microsoft Teams · Web
No integration needed
Records management agent
Microsoft Excel · Salesforce software · Microsoft Access
No integration needed
Complaint resolution agent
Salesforce software · Microsoft Word · Email
No integration needed
Billing calculation agent
Microsoft Excel · Intuit QuickBooks · Salesforce software
No integration needed
Customer notification agent
Microsoft Outlook · Salesforce software · Email
No integration needed
Sales promotion agent
Salesforce software · Microsoft PowerPoint · Email
No integration needed
You keep this
Final approval of refunds and billing adjustmentsEscalation decisions for complex customer disputesAccount closure and service discontinuation authorizationsHigh-value transaction approvals and fraud verification
Automatability scores estimate how much of a task an agent can reliably do today, grounded in O*NET task data. They are not predictions of job loss.
Start with these three
The most automatable work in this job, and the one tool we would use for each. Every task has a page of its own with the reasoning and every occupation that does it.
The full activity list
All 14 detailed work activities O*NET records for Customer Service Representatives, grouped by how much of each one software can take on. Every row has its own page.
Mostly automatable 7
| Activity | Jobs |
|---|---|
| Prepare documentation for contracts, transactions, or regulatory compliance | 28 |
| Maintain financial or account records | 25 |
| Calculate costs of goods or services | 25 |
| Execute sales or other financial transactions | 21 |
| Verify accuracy of financial or transactional data | 17 |
| Process customer bills or payments | 12 |
| Review customer insurance information | 3 |
Partly automatable 7
| Activity | Jobs |
|---|---|
| Collect deposits, payments or fees | 27 |
| Promote products, services, or programs | 25 |
| Respond to customer problems or complaints | 19 |
| Refer customers to appropriate personnel | 14 |
| Provide notifications to customers or patrons | 12 |
| Discuss goods or services information with customers or patrons | 10 |
| Recommend packing or shipping methods | 4 |