careers.novascotia.ca

Other Customer and Information Services Representatives

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NOC:6552
Occupation:Other Customer and Information Services Representatives
Category:Sales and Service

About the job

Nature of work:

Customer and information services representatives answer enquiries and 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 duties:
The following is a summary of main duties for some jobs in this group:
  • Customer service representatives in retail establishments answer, in person or on the phone, enquiries from customers and investigate complaints regarding the establishment's goods, services and policies; arrange for refunds, exchange and credit for returned merchandise; receive account payments; and receive credit and employment applications.
  • Contact centre agents take customer orders for goods or services; promote goods or services; respond to enquiries and emergencies; investigate complaints and update accounts.
  • Customer service representatives in insurance, telephone, utility and similar companies explain the type and cost of services offered; order services; provide information about claims or accounts; update accounts; initiate billing and process claim payments; and receive payment for services.
  • Information services representatives provide information to customers and the public concerning goods, services, schedules, rates, regulations and policies in response to telephone and in-person enquiries.
Sample job titles:
  • call centre agent - customer service
  • contact centre agent - customer service
  • customer relations clerk
  • customer service agent
  • customer service representative - call centre
  • information resource specialist
  • kiosk information clerk
  • public relations clerk
  • service adviser
  • tourist information officer
Skills:

Good communication and interpersonal skills are important, along with a willingness to learn and adapt to continually changing equipment and software. You should also be cooperative and able to work as part of a team.

Job requirements:
  • Completion of secondary school is usually required.
  • Completion of some college or other post-secondary programs may be required.
Other considerations:

The widespread application of computer technology to the duties performed by many customer service and information clerks means that a solid foundation in computer skills is often necessary for entry into these jobs. Clerical or sales experience may be required. Progression to supervisory positions is possible with experience.

Labour Market Information

Work Prospects:Fair

The employment outlook over the next few years for this occupational group is “average”, which indicates the chances of a qualified individual finding work is comparable to the average for all occupations in Nova Scotia. This is a fairly large occupation in Nova Scotia so job opportunities occur fairly regularly. The number employed in this occupation is expected to decline moderately over the next few years, which will likely limit the number of new opportunities available. With a large percent of workers being 55 years of age and older, retirements are expected to be a key contributor to employment opportunities over the coming years. Other Customer and Information Services Representatives most commonly work full-time hours. Furthermore, the jobs are typically permanent positions.

The median employment income for 54% of Other Customer and Information Services Representatives who worked full-time, year-round in 2015 was $31,557. Across all occupations in Nova Scotia, 59% of those who worked full-time year round had a median employment income of $43,600.
(Source: 2016 Census)

OccupationEstimated employment in 2018Estimated change in employment between 2017 and 2019Estimated openings due to growth and retirements, 2017-2019Estimated rate of unemployment in 2018 Estimated hourly earnings in 2015 (learn more)Estimated annual earnings in 2015
Other Customer and Information Services Representatives5,935decline105Moderate
Minimum: $11.00
Median: $14.00
Maximum: $21.83
Minimum: $4,676
Median: $23,232
Maximum: $46,630
Occupations in Sales and Service102,605Decline slightly5,260Moderate
Minimum: $10.70
Median: $12.50
Maximum: $21.17
Minimum: $2,949
Median: $16,629
Maximum: $45,086
Other Customer and Information Services RepresentativesCompared to: Occupations in Sales and Service
Percent employed full-time82%59%
Percent self-employed9%6%
Where will I likely work?
Area of EmploymentOther Customer and Information Services RepresentativesCompared to: All NS Occupations
% EmployedMedian Annual Income% EmployedMedian Annual Income
Southern9%$20,30312%$30,581
Northern11%$19,07216%$33,660
Cape Breton17%$17,33613%$32,974
Halifax54%$26,90647%$41,209
Annapolis Valley9%$22,31313%$32,958
What are the workers like?
AgeOther Customer and Information Services RepresentativesCompared to: All Sales and Service
% Employed% Employed
15-2417%x
25-3423%36%
35-4423%29%
45-5421%x
55-6413%21%
65+3%x
Median Age3837
GenderOther Customer and Information Services RepresentativesCompared to: Occupations in Sales and Service
% Employed% Employed
Female65%60%
Male35%40%
EducationOther Customer and Information Services RepresentativesCompared to: All Sales and Service
% EmployedMedian Annual Income% EmployedMedian Annual Income
Less than high school8.2%$16,49418.8%$9,486
High school40.4%$25,63840.4%$12,982
Trades certificate5.1%$28,8668.0%$18,797
College certificate or diploma29.1%$28,82019.9%$19,514
University certificate or diploma2.4%$31,0541.6%$18,279
Bachelor's degree12.8%$27,12610.0%$20,807
University advanced certificate or diploma0.7%x0.5%$15,716
Master's degree0.1%x0.8%$20,769
Doctorate1.1%x0.0%$17,318
Medicine, dentistry, veterinary, optometryN/Ax0.1%$17,368
Total100%100%
Wage Disclaimer

Hourly earnings data are from the Labour Force Survey by Statistics Canada. Data are not available for all occupations. Hourly earnings are calculated based on usual hours worked per week. This is how an annual salary, for instance, gets converted to an hourly rate. The data include full and part-time workers along with new and experienced workers. Self-employed workers are excluded.

Annual employment income data reported in the Work Prospects section, are from the 2011 National Household Survey by Statistics Canada. Much of the data (around 70%) came directly from tax records. The data relates to the year 2010 and includes total wages and salaries and net income from self-employment.

Sources

Employment Requirements & Contacts

Regulations:
No regulating bodies were found under this occupation profile
Useful contacts:
Customer Service Institute of Canada
,
info@csicanada.ca

Training Paths & Education

Program Name:Accounting technology/technician and bookkeeping
Education Level:This program is typically offered at the trades/college level.
Program Description:
This instructional program class comprises any program that prepares individuals to provide technical administrative support to professional accountants and other financial management personnel. These programs include courses in posting transactions to accounts, record-keeping systems, accounting software operation, and general accounting principles and practices.
See all institutions providing this program+
Maritime Business College - Dartmouth
45 Ochterloney Street, Suite 100
Dartmouth, NS B2Y 2N6
(902) 463-6700
admissions@maritimebusinesscollege.ca
Eastern College - Halifax
6940 Mumford Road, Suite 111
Halifax, NS B3L 0B7
(902) 423-3933
Academy of Learning - Halifax
6960 Mumford Road, Suite 155-1st Floor Mumford Professional Centre
Halifax, NS B3L 4P1
(902) 455-3395
careers@aolhrm.com
Centre for Distance Education
222 George Street, Suite C
Sydney, NS B1P 1J3
(866) 446-5898
info@cd-ed.com
Mount Saint Vincent University
166 Bedford Highway
Halifax, NS B3M 2J6
(902) 457-6117
admissions@msvu.ca
Nova Scotia Community College - Cumberland Campus
PO Box 550, 1 Main Street
Springhill, NS B0M 1X0
(902) 597-3737
cumberland.info@nscc.ca
Nova Scotia Community College - Burridge Campus
372 Pleasant Street
Yarmouth, NS B5A 2L2
(902) 742-3501
burridge.info@nscc.ca
Nova Scotia Community College - Kingstec Campus
236 Belcher Street
Kentville, NS B4N 0A6
(902) 678-7341
kingstec.info@nscc.ca
Nova Scotia Community College - Lunenburg Campus
75 High Street
Bridgewater, NS B4V 1V8
(902) 543-4608
lunenburg.info@nscc.ca
Nova Scotia Community College - Pictou Campus & School of Fisheries
PO Box 820, 39 Acadia Avenue
Stellarton, NS B0K 1S0
(902) 752-2002
pictou.info@nscc.ca
Nova Scotia Community College - Strait Area Campus & Nautical Institute
226 Reeves Street
Port Hawkesbury, NS B9A 2A2
(902) 625-2380
strait.info@nscc.ca
Nova Scotia Community College - Marconi Campus
PO Box 1042, 1240 Grand Lake Road
Sydney, NS B1P 6J7
(902) 563-2450
marconi.info@nscc.ca
Nova Scotia Community College - Truro Campus
36 Arthur Street
Truro, NS B2N 1X5
(902) 893-5385
truro.info@nscc.ca
Nova Scotia Community College - Waterfront Campus & Aviation Institute
80 Mawiomi Place
Dartmouth, NS B2Y 0A5
(902) 491-1100
waterfront.info@nscc.ca
Additional resources:

There are no additional resources for this occupation.