Description
Other customer and information services representatives answer enquiries, provide information regarding an establishment’s goods, services and policies and provide customer services such as receiving payments and processing requests for services. They are employed by retail establishments, contact centres, insurance, telecommunications and utility companies and other establishments throughout the private and public sectors.
Job Titles
- Accounts information clerk
- Bus information clerk
- Complaints clerk – customer service
- Contact centre agent – customer service
- Courtesy desk clerk
- Customer service representative – call centre
- Enquiries clerk
- Information clerk – customer service
- Lost-and-found clerk
- Order desk agent
- Public relations clerk
- Tourist information clerk
Main Duties
- Answer, in person or on the phone, enquiries from customers
- Arrange for refunds, exchange and credit for returned merchandise
- Receive account payments
- Receive credit and employment applications.
- Take customer orders for goods or services
- Promote goods or services
- Respond to enquiries and emergencies
- Investigate complaints and update accounts.
- Provide information to customers and the public concerning goods, services, schedules, rates, regulations and policies in response to telephone and in-person enquiries.
- Explain the type and cost of services offered
- Update accounts, initiate billing and process claim payments, and receive payment for services.
Workplaces
- Retail establishments
Skills
- Learning and Teaching Strategies
- Negotiating
- Oral Communication: Active Listening
- Persuading
- Coordinating
Abilities
- Speech Clarity
- Speech Recognition
- Auditory Attention
- Categorization Flexibility
- Colour Perception
Personal Attributes
- Adaptability
- Attention to Detail
- Collaboration
- Concern for Others
- Independence
Similar Occupations
- Receptionists (14101)
- Customer and information services supervisors (62023)
- Retail salespersons and visual merchandisers (64100)
- Airline ticket and service agents (64312)
- Customer services representatives – financial institutions (64400)
Source: OaSIS
Employment Outlook
The employment outlook will be good for Other customer and information services representatives (64409) in Prince Edward Island for the 2022-2024 period.
The following factors contributed to this outlook:
- Employment growth will lead to a moderate number of new positions.
- A moderate number of positions will become available due to retirements.
- There are a small number of unemployed workers with recent experience in this occupation.
Key employers include the administrative and support services industry, particularly firms that provide business support services, the information and cultural industry, mostly by wired telecommunication carriers, as well as the wholesale and retail trade industries.
Technological advancements such as automated telephone systems and self-serve applications over the Internet will limit employment growth in the long term and alter the job functions of this occupation. Due to the entry-level nature of this occupation, prevalence of part-time work, and relatively young and large workforce, most openings should arise from staff turnover.
Applicants with strong communication, customer service experience and conflict resolution skills, and who possess knowledge of a second language, will have improved prospects. Workers with flexible schedules will also have an improved employment outlook, as workers in this occupation may work various shifts to accommodate customers.
Employment in this occupation will be boosted by the importance given to customer service in the service sector.
Here are some key facts about Other customer and information services representatives in Prince Edward Island:
- Approximately 900 people work in this occupation.
- Other customer and information services representatives mainly work in the following sectors:
- Management and administrative services (NAICS 55, 56): 32%
- Other retail stores (NAICS 44-45, except 445): 17%
- Federal government public administration (NAICS 911): 8%
- Computer systems design services (NAICS 5415): 6%
- The distribution of full-time and part-time workers in this occupation is:
- Full-time workers: 82% compared to 84% for all occupations
- Part-time workers: 18% compared to 16% for all occupations
- 57% of other customer and information services representatives work all year, while 42% work only part of the year, compared to 59% and 41% respectively among all occupations. Those who worked only part of the year did so for an average of 42 weeks compared to 41 weeks for all occupations.
- Less than 5% of other customer and information services representatives are self-employed compared to an average of 13% for all occupations.
- The gender distribution of people in this occupation is:
- Men: 40% compared to 51% for all occupations
- Women: 60% compared to 49% for all occupations
- The educational attainment of workers in this occupation is:
- no high school diploma: less than 5% compared to 11% for all occupations
- high school diploma or equivalent: 33% compared to 28% for all occupations
- apprenticeship or trades certificate or diploma: less than 5% compared to 11% for all occupations
- college certificate or diploma or university certificate below bachelor’s: 44% compared to 25% for all occupations
- bachelor’s degree: 15% compared to 17% for all occupations
- university certificate, degree or diploma above bachelor level: less than 5% compared to 8% for all occupations
Source: Job Bank
Prevailing Wages
| AREA | LOW | MEDIAN | HIGH |
|---|---|---|---|
| PEI | $15.00 | $15.00 | $26.00 |
| Canada | $15.00 | $20.00 | $31.25 |
Training
There are no known training programs for this occupation in PEI. If you are aware of a local training program, please contact us.