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CODE: 55335 Buy ONET/DOT: Download or CD-ROM
TITLE: Customer Service Representatives, Utilities DEFINITION: Interview applicants for water, gas, electric, or telephone service. Talk with customer by phone or in person and receive orders for installation, turn-on, discontinuance, or change in services. TASKS: 1. Confers with customer by phone or in person to receive orders for installation, turn-on, discontinuance, or change in service. 2. Completes contract forms, prepares change of address records, and issues discontinuance orders, using computer. 3. Resolves billing or service complaints and refers grievances to designated departments for investigation. 4. Determines charges for service requested and collects deposits. 5. Solicits sale of new or additional utility services. KNOWLEDGE: Knowledge elements are ranked by importance. 85 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 55 English Language Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar 50 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 45 Mathematics Knowledge of numbers, their operations, and interrelationships including arithmetic, algebra, geometry, calculus, statistics, and their applications 45 Telecommunications Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems 40 Clerical 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 40 Economics and Accounting Knowledge of economic and accounting principles and practices, the financial markets, banking, and the analysis and reporting of financial data 25 Computers and Electronics Knowledge of electric circuit boards, processors, chips, and computer hardware and software, including applications and programming 20 Sociology and Anthropology Knowledge of group behavior and dynamics, societal trends and influences, cultures, their history, migrations, ethnicity, and origins 15 Psychology Knowledge of human behavior and performance, mental processes, psychological research methods, and the assessment and treatment of behavioral and affective disorders 10 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 10 Geography Knowledge of various methods for describing the location and distribution of land, sea, and air masses including their physical locations, relationships, and characteristics 5 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 5 Engineering and Technology Knowledge of equipment, tools, mechanical devices, and their uses to produce motion, light, power, technology, and other applications 5 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 SKILLS: Skills elements are ranked by importance. 80 Speaking Talking to others to effectively convey information 75 Active Listening Listening to what other people are saying and asking questions as appropriate 70 Problem Identification Identifying the nature of problems 70 Service Orientation Actively looking for ways to help people 60 Reading Comprehension Understanding written sentences and paragraphs in work related documents 60 Writing Communicating effectively with others in writing as indicated by the needs of the audience 50 Mathematics Using mathematics to solve problems 50 Information Gathering Knowing how to find information and identifying essential information 45 Social Perceptiveness Being aware of others' reactions and understanding why they react the way they do 40 Coordination Adjusting actions in relation to others' actions 35 Negotiation Bringing others together and trying to reconcile differences 35 Identification of Key Causes Identifying the things that must be changed to achieve a goal 35 Information Organization Finding ways to structure or classify multiple pieces of information 35 Judgment and Decision Making Weighing the relative costs and benefits of a potential action 30 Time Management Managing one's own time and the time of others 30 Monitoring Assessing how well one is doing when learning or doing something 30 Persuasion Persuading others to approach things differently 30 Implementation Planning Developing approaches for implementing an idea 25 Visioning Developing an image of how a system should work under ideal conditions 25 Critical Thinking Using logic and analysis to identify the strengths and weaknesses of different approaches 25 Solution Appraisal Observing and evaluating the outcomes of a problem solution to identify lessons learned or redirect efforts 20 Product Inspection Inspecting and evaluating the quality of products 15 Learning Strategies Using multiple approaches when learning or teaching new things 15 Operation and Control Controlling operations of equipment or systems 15 Management of Financial Resources Determining how money will be spent to get the work done, and accounting for these expenditures 15 Active Learning Working with new material or information to grasp its implications 15 Idea Evaluation Evaluating the likely success of an idea in relation to the demands of the situation 15 Idea Generation Generating a number of different approaches to problems 10 Synthesis/Reorganization Reorganizing information to get a better approach to problems or tasks 10 Instructing Teaching others how to do something 10 Operation Monitoring Watching gauges, dials, or other indicators to make sure a machine is working properly 10 Systems Perception Determining when important changes have occurred in a system or are likely to occur 10 Identifying Downstream Consequences Determining the long-term outcomes of a change in operations 5 Equipment Selection Determining the kind of tools and equipment needed to do a job 5 Programming Writing computer programs for various purposes 5 Systems Evaluation Looking at many indicators of system performance, taking into account their accuracy 5 Management of Material Resources Obtaining and seeing to the appropriate use of equipment, facilities, and materials needed to do certain work 5 Operations Analysis Analyzing needs and product requirements to create a design 5 Troubleshooting Determining what is causing an operating error and deciding what to do about it . ABILITIES: Abilities elements are ranked by importance. 100 Oral Comprehension The ability to listen to and understand information and ideas presented through spoken words and sentences 90 Oral Expression The ability to communicate information and ideas in speaking so others will understand 80 Speech Clarity The ability to speak clearly so that it is understandable to a listener 65 Number Facility The ability to add, subtract, multiply, or divide quickly and correctly 65 Near Vision The ability to see details of objects at a close range (within a few feet of the observer) 60 Mathematical Reasoning The ability to understand and organize a problem and then to select a mathematical method or formula to solve the problem 60 Written Expression The ability to communicate information and ideas in writing so others will understand 50 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. 50 Wrist-Finger Speed The ability to make fast, simple, repeated movements of the fingers, hands, and wrists 50 Auditory Attention The ability to focus on a single source of auditory (hearing) information in the presence of other distracting sounds 45 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. 45 Selective Attention The ability to concentrate and not be distracted while performing a task over a period of time 45 Written Comprehension The ability to read and understand information and ideas presented in writing 40 Memorization The ability to remember information such as words, numbers, pictures, and procedures 40 Speech Recognition The ability to identify and understand the speech of another person 40 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. 40 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. 30 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 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) 25 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 25 Hearing Sensitivity The ability to detect or tell the difference between sounds that vary over broad ranges of pitch and loudness 25 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 20 Extent Flexibility The ability to bend, stretch, twist, or reach out with the body, arms, and/or legs 20 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. 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 15 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 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 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 15 Visualization The ability to imagine how something will look after it is moved around or when its parts are moved or rearranged 15 Originality 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 15 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 15 Control Precision The ability to quickly and repeatedly make precise adjustments in moving the controls of a machine or vehicle to exact positions 15 Reaction Time The ability to quickly respond (with the hand, finger, or foot) to one signal (sound, light, picture, etc.) when it appears 15 Far Vision The ability to see details at a distance 15 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 10 Speed of Limb Movement The ability to quickly move the arms or legs 10 Multilimb Coordination The ability to coordinate movements of two or more limbs together (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 body is in motion 10 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. 5 Glare Sensitivity The ability to see objects in the presence of glare or bright lighting 5 Visual Color Discrimination The ability to match or detect differences between colors, including shades of color and brightness 5 Peripheral Vision The ability to see objects or movement of objects to one's side when the eyes are focused forward 5 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 5 Dynamic Flexibility The ability to quickly and repeatedly bend, stretch, twist, or reach out with the body, arms, and/or legs 5 Static Strength The ability to exert maximum muscle force to lift, push, pull, or carry objects 5 Sound Localization The ability to tell the direction from which a sound originated 5 Stamina The ability to exert one's self physically over long periods of time without getting winded or out of breath WORK ACTIVITIES: Work activities elements are ranked by importance. 85 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. 80 Getting Information Needed to Do the Job Observing, receiving, and otherwise obtaining information from all relevant sources. 80 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 Documenting or Recording Information Entering, transcribing, recording, storing, or maintaining information in either written form or by electronic/magnetic recording. 65 Performing Administrative Activities Approving requests, handling paperwork, and performing day-to-day administrative tasks. 60 Interacting With Computers Controlling computer functions by using programs, setting up functions, writing software, or otherwise communicating with computer systems. 60 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. 60 Resolving Conflict or Negotiating with Others Handling complaints, arbitrating disputes, and resolving grievances, or otherwise negotiating with others. 55 Identifying Objects, Actions, and Events Identifying information received by making estimates or categorizations, recognizing differences or similarities, or sensing changes in circumstances or events. 55 Processing Information Compiling, coding, categorizing, calculating, tabulating, auditing, verifying, or processing information or data. 50 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. 50 Establishing and Maintaining Relationships Developing constructive and cooperative working relationships with others. 45 Assisting and Caring for Others Providing assistance or personal care to others. 40 Analyzing Data or Information Identifying underlying principles, reasons, or facts by breaking down information or data into separate parts. 40 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 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. 30 Selling or Influencing Others Convincing others to buy merchandise/goods, or otherwise changing their minds or actions. 30 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. 25 Updating and Using Job-Relevant Knowledge Keeping up-to-date technically and knowing one's own jobs' and related jobs' functions. 25 Evaluating Information Against Standards Evaluating information against a set of standards and verifying that it is correct. 20 Controlling Machines and Processes Using either control mechanisms or direct physical activity to operate machines or processes (not including computers or vehicles). 20 Judging Qualities of Things, Services, or People Making judgments about or assessing the value, importance, or quality of things or people. 20 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. 20 Organizing, Planning, and Prioritizing Developing plans to accomplish work, and prioritizing and organizing one's own work. 15 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. 15 Monitoring and Controlling Resources Monitoring and controlling resources and overseeing the spending of money. 15 Coordinating Work and Activities of Others Coordinating members of a work group to accomplish tasks. 10 Scheduling Work and Activities Scheduling events, programs, activities, as well as the work of others. 5 Repairing and Maintaining Electrical Equipment Fixing, servicing, adjusting, regulating, calibrating, fine-tuning, or testing machines, devices, and equipment that operate primarily on the basis of electrical or electronic (not mechanical) principles. 5 Performing General Physical Activities Performing physical activities that require moving one's whole body, such as in climbing, lifting, balancing, walking, stooping, where the activities often also require considerable use of the arms and legs, such as in the physical handling of materials. 5 Developing Objectives and Strategies Establishing long range objectives and specifying the strategies and actions to achieve these objectives. 5 Repairing and Maintaining Mechanical Equipment Fixing, servicing, aligning, setting up, adjusting, and testing machines, devices, moving parts, and equipment that operate primarily on the basis of mechanical (not electronic) principles. 5 Thinking Creatively Originating, inventing, designing, or creating new applications, ideas, relationships, systems, or products, including artistic contributions. 5 Inspecting Equipment, Structures, or Material Inspecting or diagnosing equipment, structures, or materials to identify the causes of errors or other problems or defects. 5 Providing Consultation and Advice to Others Providing consultation and expert advice to management or other groups on technical, systems-related, or process related topics. WORK CONTEXT: 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) . 100 (F) Indoors How frequently does this job require the worker to work: Indoors 92 (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)? 90 (F) Sitting How much time in a usual work period does the worker spend: Sitting? 87 (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? 80 (I) Provide a Service to Others How important are interactions requiring the worker to: Provide a service to others (e.g., customers)? 72 (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) 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)? 68 (I) Importance of Being Exact or Accurate How important is being very exact or highly accurate in performing this job? 65 (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? 60 (F) Frequency in Conflict Situations How frequently do the job requirements place the worker in conflict situations? 60 (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? 50 (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? 50 (F) Making Repetitive Motions How much time in a usual work period does the worker spend: Making repetitive motions? 33 (A) Degree of Automation Indicate the level of automation of this job. 33 (O) Objective or Subjective Information How objective or subjective is the information communicated in this job? 30 (F) Walking or Running How much time in a usual work period does the worker spend: Walking or running? 28 (I) Pace Determined by Speed of Equipment How important is it to this job that the pace is determined by the speed of equipment or machinery? (This does not refer to keeping busy at all times on this job.) 25 (F) Standing How much time in a usual work period does the worker spend: Standing? 23 (S) Consequence of Error How serious would the result usually be if the worker made a mistake that was not readily correctable? 20 (D) Diseases or Infections If injury, due to exposure to diseases/infection, were to occur while performing this job, how serious would be the likely outcome? Diseases/Infections (e.g., patient care, some laboratory work, sanitation control, etc.) 20 (F) Diseases or Infections How often does this job require the worker to be exposed to diseases/infection? Diseases/Infections (e.g., patient care, some laboratory work, sanitation control, etc.) 20 (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? 20 (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? 16 (I) Coordinate or Lead Others How important are interactions requiring the worker to: Coordinate or lead others in accomplishing work activities (not supervision)? 15 (F) Deal With Physically Aggressive People How frequently does this job require the worker to deal with physical aggression of violent individuals? 15 (F) Bending or Twisting the Body How much time in a usual work period does the worker spend: Bending or twisting the body? 15 (F) Hazardous Situations How often does this job require the worker to be exposed to harardous situations? Hazardous Situations involving likely cuts, bites, stings, or minor burns 14 (L) Diseases or Infections What is the likelihood that the worker would be injured as a result of being exposed to diseases/infections while performing this job? Diseases/Infections (e.g., patient care, some laboratory work, sanitation control, etc.) 14 (R) Responsibility for Outcomes and Results How responsible is the worker for work outcomes and results of other workers? 12 (I) Take a Position Opposed to Others How important are interactions requiring the worker to: Take a position opposed to coworkers or others? 10 (F) Kneeling, Crouching or Crawling How much time in a usual work period does the worker spend: Kneeling, stooping, crouching or crawling? 10 (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? 9 (L) Hazardous Situations What is the likelihood that the worker would be injured as a result of being exposed to hazardous situations while performing this job? Hazardous Situations involving likely cuts, bites, stings, or minor burns 8 (I) Supervise, Coach, Train Others How important are interactions requiring the worker to: Supervise, coach, train, or develop other employees? 5 (F) Outdoors How frequently does this job require the worker to work: Outdoors 5 (F) Special Uniform How often does the worker wear: A special uniform, such as that of a commercial pilot, nurse, police officer, or military personnel? 5 (F) Contaminants How often during a usual work period is the worker exposed to the following conditions: Contaminants (pollutants, gases, dust, odors, etc.)? 5 (F) Keeping or Regaining Balance How much time in a usual work period does the worker spend: Keeping or regaining balance? 5 (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) Cramped Work Space, Awkward Positions How often during a usual work period is the worker exposed to the following conditions: Cramped work space that requires getting into awkward positions? 3 (H) Responsible for Health and Safety of Others How responsible is the worker for others' health and safety on this job? INTERESTS: Interest elements are ranked by occupational interest. 83 Conventional 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. 61 Enterprising 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. 56 Social Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others. 28 Investigative 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. 28 Realistic 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. 17 Artistic 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: Work values elements are ranked by extent. 63 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. 54 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 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. 41 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. 38 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. 32 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. 69 Security Workers on this job have steady employment 66 Supervision, Human Relations Workers on this job have supervisors who back up their workers with management 63 Working Conditions Workers on this job have good working conditions 63 Company Policies and Practices Workers on this job are treated fairly by the company 63 Moral Values Workers on this job are never pressured to do things that go against their sense of right and wrong 59 Supervision, Technical Workers on this job have supervisors who train their workers well 59 Activity Workers on this job are busy all the time 53 Independence Workers on this job do their work alone 47 Co-workers Workers on this job have co-workers who are easy to get along with 47 Advancement Workers on this job have opportunities for advancement 47 Social Service Workers on this job have work where they do things for other people 44 Recognition Workers on this job receive recognition for the work they do 44 Compensation Workers on this job are paid well in comparison with other workers 44 Social Status Workers on this job are looked up to by others in their company and their community 44 Achievement Workers on this job get a feeling of accomplishment 41 Autonomy Workers on this job plan their work with little supervision 34 Variety Workers on this job have something different to do every day 34 Responsibility Workers on this job make decisions on their own 31 Ability Utilization Workers on this job make use of their individual abilities 28 Authority Workers on this job give directions and instructions to others 22 Creativity Workers on this job try out their own ideas CROSSWALKS:
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