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Working As a Trouble Shooter

  • Getting Information
  • Interacting With Computers
  • Communicating with Persons Outside Organization
  • Communicating with Supervisors, Peers, or Subordinates
  • Establishing and Maintaining Interpersonal Relationships
  • Deal with People

  • Mostly Sitting

  • Repetitive

  • $66,000

    Average Salary

What Does A Trouble Shooter Do

Customer service representatives interact with customers to handle complaints, process orders, and provide information about an organization’s products and services.

Duties

Customer service representatives typically do the following:

  • Listen to customers’ questions and concerns, and provide answers or responses
  • Provide information about products and services
  • Take orders, calculate charges, and process billing or payments
  • Review or make changes to customer accounts
  • Handle returns or complaints
  • Record details of customer contacts and actions taken
  • Refer customers to supervisors or more experienced employees

Customer service representatives answer questions or requests from customers or the public. They typically provide services by phone, but some also interact with customers face to face, by email, or live chat.

The specific duties of customer service representatives vary by industry. For example, representatives who work in banks may answer customers’ questions about their accounts. Representatives who work for utility and communication companies may help customers with service problems, such as outages. Those who work in retail stores often handle returns, process refunds, and help customers locate items. Some representatives make changes to customers’ accounts, such as updating addresses or canceling orders. Although selling is not their main job, some representatives may help generate sales while providing information about a product or service.

Customer service representatives typically use a telephone, computer, and other office equipment. For example, representatives who work in call centers answer phone calls and use computers to review and select standard responses from a list of options. Those employed in retail stores use registers to process returns or orders.

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How To Become A Trouble Shooter

Customer service representatives typically need a high school diploma and receive on-the-job training to learn the specific skills needed for the job. They should be good at communicating and interacting with people and have some experience using computers.

Education

Customer service representatives typically need a high school diploma.

Training

Customer service representatives usually receive short-term on-the-job training, lasting 2 to 3 weeks. Those who work in finance and insurance may need several months of training to learn more complicated financial regulations.

General customer-service training may focus on procedures for answering questions, information about a company’s products and services, and computer and telephone use. Trainees often work under the guidance of an experienced worker for the first few weeks of employment.

In certain industries, such as finance and insurance, customer service representatives must remain current with changing regulations.

Licenses, Certifications, and Registrations

Customer service representatives who provide information about finance and insurance may need a state license. Although licensing requirements vary by state, they usually include passing a written exam. Some employers and organizations may provide training for these exams.

Important Qualities

Communication skills. Customer service representatives must be able to provide information in writing, by phone, or in person so that customers can understand them.

Customer-service skills. Representatives help companies retain customers by answering their questions and complaints in a helpful and professional manner.

Interpersonal skills. Representatives should be able to create positive interactions with customers.

Listening skills. Representatives must listen carefully and understand a customer’s situation in order to assist them.

Patience. Representatives should be patient and polite, especially when interacting with dissatisfied customers.

Problem-solving skills. Representatives must determine solutions to a customer’s problem. By resolving issues effectively, representatives contribute to customer loyalty and retention.

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Trouble Shooter Typical Career Paths

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Top Skills for A Trouble Shooter

  1. Customer Service
  2. Trouble Shooting
  3. Computer Hardware
You can check out examples of real life uses of top skills on resumes here:
  • Managed staff schedule and training Served as a trouble shooter for all customer service issues/concern.
  • Trouble shooting electrical problems with industrial machinery
  • Evaluated computer hardware and/or devices for the purpose of determining appropriate actions to maintain computer and software operations.
  • Provided technical supports to operators.
  • Answered incoming telephone calls with professional and knowledgeable responses.

Trouble Shooter Demographics

Gender

Male

64.9%

Female

23.8%

Unknown

11.2%
Ethnicity

White

61.4%

Hispanic or Latino

16.4%

Black or African American

11.8%

Asian

6.8%

Unknown

3.7%
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Foreign Languages Spoken

Spanish

44.4%

French

16.7%

German

5.6%

Russian

5.6%

Persian

5.6%

Urdu

5.6%

Arabic

5.6%

Carrier

5.6%

Italian

5.6%
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Trouble Shooter Education

Schools

University of Phoenix

10.2%

Miami Dade College

6.8%

More Tech Institute

6.8%

Howard University

6.8%

The Academy

6.8%

Western Michigan University

5.1%

University of Tennessee - Knoxville

5.1%

Western Washington University

5.1%

Mt San Antonio College

5.1%

Tennessee State University

5.1%

University of Pennsylvania

5.1%

Northern Virginia Community College

5.1%

University of Akron

3.4%

Pima Community College

3.4%

Barry University

3.4%

Austin Peay State University

3.4%

Cincinnati State Technical and Community College

3.4%

Southwestern College

3.4%

Southern Methodist University

3.4%

Anne Arundel Community College

3.4%
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Majors

Business

27.3%

Computer Science

7.5%

Electrical Engineering

7.5%

Management

6.0%

Electrical Engineering Technology

5.2%

Criminal Justice

4.9%

Accounting

4.9%

Psychology

4.1%

Mechanical Engineering

3.7%

Health Care Administration

3.7%

Industrial Technology

3.0%

Graphic Design

3.0%

Automotive Technology

2.6%

Nursing

2.6%

Medical Assisting Services

2.6%

Precision Metal Working

2.2%

General Studies

2.2%

Education

2.2%

Political Science

2.2%

Computer Networking

2.2%
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Degrees

Other

37.7%

Bachelors

22.6%

Associate

20.5%

Certificate

7.7%

Masters

5.6%

Diploma

4.8%

License

0.8%

Doctorate

0.2%
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Updated May 19, 2020