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TITLE: Adjustment Clerks
DEFINITION: Investigate and resolve customers' inquiries concerning merchandise, service, billing, or credit rating. Examine pertinent information to determine accuracy of customers' complaints and responsibility for errors. Notify customers and appropriate personnel of findings, adjustments, and recommendations, such as exchange of merchandise, refund of money, credit to customers' accounts, or adjustment to customers' bills.
1. Reviews claims adjustments with dealer, examines parts claimed to be defective and approves or disapproves of dealer's claim.
2. Notifies customer and designated personnel of findings and recommendations, such as exchanging merchandise or refunding money, or adjustment of bill.
3. Examines weather conditions, number of days in billing period, and reviews meter accounts for errors which might explain high utility charges.
4. Writes work order.
5. Prepares reports showing volume, types, and disposition of claims handled.
6. Compares merchandise with original requisition and information on invoice and prepares invoice for returned goods.
7. Orders tests to detect product malfunction and determines if defect resulted from faulty construction.
8. Trains dealers or service personnel in construction of products, service operations, and customer service.
Knowledge elements are ranked by importance.
60 English Language
Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar
Knowledge of numbers, their operations, and interrelationships including arithmetic, algebra, geometry, calculus, statistics, and their applications
50 Customer and Personal Service
Knowledge of principles and processes for providing customer and personal services including needs assessment techniques, quality service standards, alternative delivery systems, and customer satisfaction evaluation techniques
45 Education and Training
Knowledge of instructional methods and training techniques including curriculum design principles, learning theory, group and individual teaching techniques, design of individual development plans, and test design principles
45 Economics and Accounting
Knowledge of economic and accounting principles and practices, the financial markets, banking, and the analysis and reporting of financial data
Knowledge of administrative and clerical procedures and systems such as word processing systems, filing and records management systems, stenography and transcription, forms design principles, and other office procedures and terminology
35 Administration and Management
Knowledge of principles and processes involved in business and organizational planning, coordination, and execution. This includes strategic planning, resource allocation, manpower modeling, leadership techniques, and production methods
30 Computers and Electronics
Knowledge of electric circuit boards, processors, chips, and computer hardware and software, including applications and programming
Knowledge of human behavior and performance, mental processes, psychological research methods, and the assessment and treatment of behavioral and affective disorders
Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems
20 Communications and Media
Knowledge of media production, communication, and dissemination techniques and methods including alternative ways to inform and entertain via written, oral, and visual media
15 Personnel and Human Resources
Knowledge of policies and practices involved in personnel/human resource functions. This includes recruitment, selection, training, and promotion regulations and procedures; compensation and benefits packages; labor relations and negotiation strategies; and personnel information systems
10 Sales and Marketing
Knowledge of principles and methods involved in showing, promoting, and selling products or services. This includes marketing strategies and tactics, product demonstration and sales techniques, and sales control systems
5 Production and Processing
Knowledge of inputs, outputs, raw materials, waste, quality control, costs, and techniques for maximizing the manufacture and distribution of goods
5 Sociology and Anthropology
Knowledge of group behavior and dynamics, societal trends and influences, cultures, their history, migrations, ethnicity, and origins
Knowledge of machines and tools, including their designs, uses, benefits, repair, and maintenance
5 Foreign Language
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
5 Law, Government and Jurisprudence
Knowledge of laws, legal codes, court procedures, precedents, government regulations, executive orders, agency rules, and the democratic political process
Skills elements are ranked by importance.
90 Problem Identification
Identifying the nature of problems
85 Active Listening
Listening to what other people are saying and asking questions as appropriate
75 Information Gathering
Knowing how to find information and identifying essential information
Communicating effectively with others in writing as indicated by the needs of the audience
65 Reading Comprehension
Understanding written sentences and paragraphs in work related documents
Talking to others to effectively convey information
60 Critical Thinking
Using logic and analysis to identify the strengths and weaknesses of different approaches
60 Judgment and Decision Making
Weighing the relative costs and benefits of a potential action
Teaching others how to do something
55 Information Organization
Finding ways to structure or classify multiple pieces of information
Using mathematics to solve problems
45 Active Learning
Working with new material or information to grasp its implications
45 Service Orientation
Actively looking for ways to help people
45 Solution Appraisal
Observing and evaluating the outcomes of a problem solution to identify lessons learned or redirect efforts
Bringing others together and trying to reconcile differences
Adjusting actions in relation to others' actions
35 Systems Evaluation
Looking at many indicators of system performance, taking into account their accuracy
Assessing how well one is doing when learning or doing something
35 Social Perceptiveness
Being aware of others' reactions and understanding why they react the way they do
Developing an image of how a system should work under ideal conditions
35 Product Inspection
Inspecting and evaluating the quality of products
30 Management of Financial Resources
Determining how money will be spent to get the work done, and accounting for these expenditures
30 Management of Material Resources
Obtaining and seeing to the appropriate use of equipment, facilities, and materials needed to do certain work
25 Systems Perception
Determining when important changes have occurred in a system or are likely to occur
25 Time Management
Managing one's own time and the time of others
25 Learning Strategies
Using multiple approaches when learning or teaching new things
Determining what is causing an operating error and deciding what to do about it
25 Idea Evaluation
Evaluating the likely success of an idea in relation to the demands of the situation
25 Idea Generation
Generating a number of different approaches to problems
25 Identification of Key Causes
Identifying the things that must be changed to achieve a goal
Persuading others to approach things differently
20 Identifying Downstream Consequences
Determining the long-term outcomes of a change in operations
Reorganizing information to get a better approach to problems or tasks
15 Operations Analysis
Analyzing needs and product requirements to create a design
15 Implementation Planning
Developing approaches for implementing an idea
10 Equipment Selection
Determining the kind of tools and equipment needed to do a job
Conducting tests to determine whether equipment, software, or procedures are operating as expected
10 Management of Personnel Resources
Motivating, developing, and directing people as they work, identifying the best people for the job
Repairing machines or systems using the needed tools
5 Equipment Maintenance
Performing routine maintenance and determining when and what kind of maintenance is needed
Using scientific methods to solve problems
5 Operation and Control
Controlling operations of equipment or systems
Installing equipment, machines, wiring, or programs to meet specifications
5 Technology Design
Generating or adapting equipment and technology to serve user needs .
Abilities elements are ranked by importance.
75 Oral Comprehension
The ability to listen to and understand information and ideas presented through spoken words and sentences
75 Written Comprehension
The ability to read and understand information and ideas presented in writing
75 Oral Expression
The ability to communicate information and ideas in speaking so others will understand
65 Written Expression
The ability to communicate information and ideas in writing so others will understand
65 Deductive Reasoning
The ability to apply general rules to specific problems to come up with logical answers. It involves deciding if an answer makes sense.
65 Near Vision
The ability to see details of objects at a close range (within a few feet of the observer)
55 Information Ordering
The ability to correctly follow a given rule or set of rules in order to arrange things or actions in a certain order. The things or actions can include numbers, letters, words, pictures, procedures, sentences, and mathematical or logical operations.
55 Speech Clarity
The ability to speak clearly so that it is understandable to a listener
50 Number Facility
The ability to add, subtract, multiply, or divide quickly and correctly
50 Inductive Reasoning
The ability to combine separate pieces of information, or specific answers to problems, to form general rules or conclusions. It includes coming up with a logical explanation for why a series of seemingly unrelated events occur together.
45 Perceptual Speed
The ability to quickly and accurately compare 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 comparing a presented object with a remembered object
35 Problem Sensitivity
The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
35 Mathematical Reasoning
The ability to understand and organize a problem and then to select a mathematical method or formula to solve the problem
35 Auditory Attention
The ability to focus on a single source of auditory (hearing) information in the presence of other distracting sounds
35 Speed of Closure
The ability to quickly make sense of information that seems to be without meaning or organization. It involves quickly combining and organizing different pieces of information into a meaningful pattern
30 Selective Attention
The ability to concentrate and not be distracted while performing a task over a period of time
30 Time Sharing
The ability to efficiently shift back and forth between two or more activities or sources of information (such as speech, sounds, touch, or other sources)
30 Manual Dexterity
The ability to quickly make coordinated movements of one hand, a hand together with its arm, or two hands to grasp, manipulate, or assemble objects
30 Speech Recognition
The ability to identify and understand the speech of another person
The ability to remember information such as words, numbers, pictures, and procedures
25 Fluency of Ideas
The ability to come up with a number of ideas about a given topic. It concerns the number of ideas produced and not the quality, correctness, or creativity of the ideas.
25 Flexibility of Closure
The ability to identify or detect a known pattern (a figure, object, word, or sound) that is hidden in other distracting material
20 Finger Dexterity
The ability to make precisely coordinated movements of the fingers of one or both hands to grasp, manipulate, or assemble very small objects
20 Hearing Sensitivity
The ability to detect or tell the difference between sounds that vary over broad ranges of pitch and loudness
20 Far Vision
The ability to see details at a distance
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
20 Wrist-Finger Speed
The ability to make fast, simple, repeated movements of the fingers, hands, and wrists
15 Trunk Strength
The ability to use one's abdominal and lower back muscles to support part of the body repeatedly or continuously over time without "giving out" or fatiguing
15 Category Flexibility
The ability to produce many rules so that each rule tells how to group (or combine) a set of things in a different way.
15 Response Orientation
The ability to choose quickly and correctly between two or more movements in response to two or more signals (lights, sounds, pictures, etc.). It includes the speed with which the correct response is started with the hand, foot, or other body parts
15 Extent Flexibility
The ability to bend, stretch, twist, or reach out with the body, arms, and/or legs
The ability to imagine how something will look after it is moved around or when its parts are moved or rearranged
10 Spatial Orientation
The ability to know one's location in relation to the environment, or to know where other objects are in relation to one's self
10 Depth Perception
The ability to judge which of several objects is closer or farther away from the observer, or to judge the distance between an object and the observer
10 Gross Body Coordination
The ability to coordinate the movement of the arms, legs, and torso together in activities where the whole body is in motion
5 Dynamic Flexibility
The ability to quickly and repeatedly bend, stretch, twist, or reach out with the body, arms, and/or legs
5 Control Precision
The ability to quickly and repeatedly make precise adjustments in moving the controls of a machine or vehicle to exact positions
5 Sound Localization
The ability to tell the direction from which a sound originated
5 Reaction Time
The ability to quickly respond (with the hand, finger, or foot) to one signal (sound, light, picture, etc.) when it appears
5 Speed of Limb Movement
The ability to quickly move the arms or legs
5 Arm-Hand Steadiness
The ability to keep the hand and arm steady while making an arm movement or while holding the arm and hand in one position
Work activities elements are ranked by importance.
75 Getting Information Needed to Do the Job
Observing, receiving, and otherwise obtaining information from all relevant sources.
75 Performing For or Working With Public
Performing for people or dealing directly with the public, including serving persons in restaurants and stores, and receiving clients or guests.
70 Resolving Conflict or Negotiating with Others
Handling complaints, arbitrating disputes, and resolving grievances, or otherwise negotiating with others.
65 Communicating With Persons Outside Organization
Communicating with persons outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged face-to-face, in writing, or via telephone/electronic transfer.
60 Identifying Objects, Actions, and Events
Identifying information received by making estimates or categorizations, recognizing differences or similarities, or sensing changes in circumstances or events.
60 Documenting or Recording Information
Entering, transcribing, recording, storing, or maintaining information in either written form or by electronic/magnetic recording.
55 Communicating With Other Workers
Providing information to supervisors, fellow workers, and subordinates. This information can be exchanged face-to-face, in writing, or via telephone/electronic transfer.
50 Judging Qualities of Things, Services, or People
Making judgments about or assessing the value, importance, or quality of things or people.
50 Making Decisions and Solving Problems
Combining, evaluating, and reasoning with information and data to make decisions and solve problems. These processes involve making decisions about the relative importance of information and choosing the best solution.
40 Analyzing Data or Information
Identifying underlying principles, reasons, or facts by breaking down information or data into separate parts.
40 Performing Administrative Activities
Approving requests, handling paperwork, and performing day-to-day administrative tasks.
40 Processing Information
Compiling, coding, categorizing, calculating, tabulating, auditing, verifying, or processing information or data.
40 Inspecting Equipment, Structures, or Material
Inspecting or diagnosing equipment, structures, or materials to identify the causes of errors or other problems or defects.
35 Interpreting Meaning of Information to Others
Translating or explaining what information means and how it can be understood or used to support responses or feedback to others.
35 Evaluating Information Against Standards
Evaluating information against a set of standards and verifying that it is correct.
35 Monitor Processes, Material, or Surroundings
Monitoring and reviewing information from materials, events, or the environment, often to detect problems or to find out when things are finished.
30 Estimating Needed Characteristics
Estimating the Characteristics of Materials, Products, Events, or Information: Estimating sizes, distances, and quantities, or determining time, costs, resources, or materials needed to perform a work activity.
30 Teaching Others
Identifying educational needs, developing formal training programs or classes, and teaching or instructing others.
25 Establishing and Maintaining Relationships
Developing constructive and cooperative working relationships with others.
20 Handling and Moving Objects
Using one's own hands and arms in handling, installing, forming, positioning, and moving materials, or in manipulating things, including the use of keyboards.
20 Updating and Using Job-Relevant Knowledge
Keeping up-to-date technically and knowing one's own jobs' and related jobs' functions.
15 Implementing Ideas or Programs
Conducting or carrying out work procedures and activities in accord with one's own ideas or information provided through directions/instructions for purposes of installing, modifying, preparing, delivering, constructing, integrating, finishing, or completing programs, systems, structures, or products.
15 Assisting and Caring for Others
Providing assistance or personal care to others.
15 Coaching and Developing Others
Identifying developmental needs of others and coaching or otherwise helping others to improve their knowledge or skills.
15 Providing Consultation and Advice to Others
Providing consultation and expert advice to management or other groups on technical, systems-related, or process related topics.
10 Selling or Influencing Others
Convincing others to buy merchandise/goods, or otherwise changing their minds or actions.
10 Monitoring and Controlling Resources
Monitoring and controlling resources and overseeing the spending of money.
10 Organizing, Planning, and Prioritizing
Developing plans to accomplish work, and prioritizing and organizing one's own work.
5 Developing Objectives and Strategies
Establishing long range objectives and specifying the strategies and actions to achieve these objectives.
5 Interacting With Computers
Controlling computer functions by using programs, setting up functions, writing software, or otherwise communicating with computer systems.
Work context elements are ranked by frequency (F), importance (I), responsibility (R), amount of contact (C), how serious (S), objective vs. subjective (O), automation (A), extent of frustration (E), responsible for health and safety (H), likelihood of injury (L), degree of injury (D) .
95 (F) Indoors
How frequently does this job require the worker to work: Indoors
80 (F) Sitting
How much time in a usual work period does the worker spend: Sitting?
76 (I) Deal With External Customers
How important are interactions requiring the worker to: Deal with external customers (e.g., retail sales) or the public in general (e.g., police work)?
76 (I) Importance of Being Sure All Is Done
How important is it to be sure that all the details of this job are performed and everything is done completely?
68 (I) Importance of Being Exact or Accurate
How important is being very exact or highly accurate in performing this job?
68 (I) Provide a Service to Others
How important are interactions requiring the worker to: Provide a service to others (e.g., customers)?
57 (C) Job-Required Social Interaction
How much does this job require the worker to be in contact (face-to-face, by telephone, or otherwise) with others in order to perform it?
55 (F) Deal With Unpleasant or Angry People
How frequently does the worker have to deal with unpleasant, angry, or discourteous individuals as part of the job requirements?
55 (F) Frequency in Conflict Situations
How frequently do the job requirements place the worker in conflict situations?
52 (I) Supervise, Coach, Train Others
How important are interactions requiring the worker to: Supervise, coach, train, or develop other employees?
47 (O) Objective or Subjective Information
How objective or subjective is the information communicated in this job?
45 (F) Standing
How much time in a usual work period does the worker spend: Standing?
45 (F) Using Hands on Objects, Tools, Controls
How much time in a usual work period does the worker spend: Using hands to handle, control, or feel objects, tools or controls?
44 (I) Persuade Someone to a Course of Action
How important are interactions requiring the worker to: Persuade someone to a course of action (informally) or influence others to buy something (to sell)?
44 (I) Coordinate or Lead Others
How important are interactions requiring the worker to: Coordinate or lead others in accomplishing work activities (not supervision)?
43 (S) Consequence of Error
How serious would the result usually be if the worker made a mistake that was not readily correctable?
36 (I) Take a Position Opposed to Others
How important are interactions requiring the worker to: Take a position opposed to coworkers or others?
33 (E) Frustrating Circumstances
To what extent do frustrating circumstances ("road blocks" to work that are beyond the worker's control) hinder the accomplishment of this job?
25 (F) Making Repetitive Motions
How much time in a usual work period does the worker spend: Making repetitive motions?
24 (I) Importance of Repeating Same Tasks
How important is repeating the same physical activities (e.g., key entry) or mental activities (e.g., checking entries in a ledger) over and over, without stopping, to performing this job?
23 (R) Responsibility for Outcomes and Results
How responsible is the worker for work outcomes and results of other workers?
17 (A) Degree of Automation
Indicate the level of automation of this job.
15 (F) Walking or Running
How much time in a usual work period does the worker spend: Walking or running?
15 (F) Bending or Twisting the Body
How much time in a usual work period does the worker spend: Bending or twisting the body?
12 (I) Importance of Being Aware of New Events
How important is being constantly aware of either frequently changing events (e.g. security guard watching for shoplifters) or infrequent events (e.g. radar operator watching for tornadoes) to performing this job?
10 (F) Contaminants
How often during a usual work period is the worker exposed to the following conditions: Contaminants (pollutants, gases, dust, odors, etc.)?
10 (F) Deal With Physically Aggressive People
How frequently does this job require the worker to deal with physical aggression of violent individuals?
10 (F) Very Hot
How often during a usual work period is the worker exposed to the following conditions: Very hot (above 90 F) or very cold (under 32 F) temperatures?
10 (F) Outdoors
How frequently does this job require the worker to work: Outdoors
10 (F) Extremely Bright or Inadequate Lighting
How often during a usual work period is the worker exposed to the following conditions: Extremely bright or inadequate lighting conditions?
5 (F) Hazardous Conditions
How often does this job require the worker to be exposed to hazardous conditions? Hazardous Conditions (e.g., high voltage electricity, combustibles, explosives, chemicals; do not include hazardous equipment or situations)
5 (F) Sounds or Noise Levels Are Distracting
How often during a usual work period is the worker exposed to the following conditions: Sounds and noise levels that are distracting and uncomfortable?
4 (D) Hazardous Conditions
If injury, due to exposure to hazardous conditions, were to occur while performing this job, how serious would be the likely outcome? Hazardous Conditions (e.g., high voltage electricity, combustibles, explosives, chemicals; do not include hazardous equipment or situations)
3 (H) Responsible for Health and Safety of Others
How responsible is the worker for others' health and safety on this job?
3 (L) Hazardous Conditions
What is the likelihood that the worker would be injured as a result of being exposed to hazardous conditions while performing this job? Hazardous Conditions (e.g., high voltage electricity, combustibles, explosives, chemicals; do not include hazardous equipment or situations)
Interest elements are ranked by occupational interest.
Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow.
Enterprising occupations frequently involve starting up and carrying out projects. These occupations can involve leading people and making many decisions. Sometimes they require risk taking and often deal with business.
Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others.
Investigative occupations frequently involve working with ideas, and require an extensive amount of thinking. These occupations can involve searching for facts and figuring out problems mentally.
Realistic occupations frequently involve work activities that include practical, hands-on problems and solutions. They often deal with plants, animals, and real-world materials like wood, tools, and machinery. Many of the occupations require working outside, and do not involve a lot of paperwork or working closely with others.
Artistic occupations frequently involve working with forms, designs and patterns. They often require self-expression and the work can be done without following a clear set of rules.
Work values elements are ranked by extent.
61 Support-Mean Extent
Occupations that satisfy this work value offer supportive management that stands behind employees. Corresponding needs are Company Policies, Supervision: Human Relations and Supervision: Technical.
58 Relationships-Mean Extent
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.
55 Working Conditions-Mean Extent
Occupations that satisfy this work value offer job security and good working conditions. Corresponding needs are Activity, Compensation, Independence, Security, Variety and Working Conditions.
52 Achievement-Mean Extent
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.
48 Independence-Mean Extent
Occupations that satisfy this work value allow employs to work on their own and make decisions. Corresponding needs are Creativity, Responsibility and Autonomy.
47 Recognition-Mean Extent
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.
72 Working Conditions
Workers on this job have good working conditions
69 Supervision, Human Relations
Workers on this job have supervisors who back up their workers with management
Workers on this job are busy all the time
Workers on this job have steady employment
63 Company Policies and Practices
Workers on this job are treated fairly by the company
Workers on this job have co-workers who are easy to get along with
63 Moral Values
Workers on this job are never pressured to do things that go against their sense of right and wrong
Workers on this job make decisions on their own
53 Supervision, Technical
Workers on this job have supervisors who train their workers well
Workers on this job have opportunities for advancement
Workers on this job get a feeling of accomplishment
50 Ability Utilization
Workers on this job make use of their individual abilities
Workers on this job give directions and instructions to others
50 Social Service
Workers on this job have work where they do things for other people
47 Social Status
Workers on this job are looked up to by others in their company and their community
Workers on this job are paid well in comparison with other workers
Workers on this job try out their own ideas
Workers on this job have something different to do every day
Workers on this job plan their work with little supervision
Workers on this job receive recognition for the work they do
Workers on this job do their work alone
|DOT91 (Dictionary of Occupational Titles):||
241367014 Customer-Complaint Clerk
241387010 Claims Clerk
241367034 Tire Adjuster
209587042 Return-To-Factory Clerk
191167022 Service Representative
241267034 Investigator, Utility-Bill Complaints
221387014 Complaint Clerk
|AIM97 (Apprenticeship Information Management):||
|CEN90 (1990 Census Occupations):||
376 Investigators and Adjusters, except Insurance
|CIP90 (Classification of Instructional Programs):||
081203 Vehicle Parts and Accessories Marketing Operations
520401 Administrative Assistant/Secretarial Science, General
520408 General Office/Clerical and Typing Services
|GOE93 (Guide for Occupational Exploration):||
070502 Records Processing: Record Verification and Proofing
050901 Material Control: Shipping, Receiving, and Stock Checking
111201 Contracts and Claims: Claims and Settlement
|MOC97 (Military Occupational Codes):||
|OES98 (Occupational Employment Statistics):||
53123 Adjustment Clerks
|OPM97 (Office of Personnel Management Occupations):||
|SOC98 (Standard Occupational Classification):||
43-4051 Customer Service Representatives