Other Customer and Information Services Representatives

(NOC 6552)

in All Sales and Service

Customer and information services representatives answer questions and provide information about an organization's goods, services and policies and provide customer services like receiving payments and processing requests for services. They work for retail stores, contact centres, insurance, telecommunications and utility companies and other organizations throughout the private and public sectors.

Job Outlook

Good

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  • Estimate Moderate growth employment change, 2021-2023
  • Estimate 795 openings due to growth and retirements, 2021-2023
  • Estimate High rate of unemployment in 2022

Compared to: All Sales and Service

  • Estimate 10325 employment change, 2021-2023
  • Estimate 17495 openings due to growth and retirements, 2021-2023
  • Estimate rate of unemployment not available for these occupation.

The employment outlook over the next few years for this occupational group is “good”, which indicates the chances of a qualified individual finding work is better than average when compared to other occupations in Nova Scotia. This is a fairly large occupation in Nova Scotia, with employment around 5,100. The number employed in this occupation is expected to grow significantly over the next few years, which will provide additional opportunities for employment. With a moderate percent of workers being 55 years of age and older, retirements are expected to contribute somewhat 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. Also, a large percentage of the workforce is self-employed, which should be an important consideration for those thinking about employment in the occupation.

Prospects for employment in this occupation are good, as some large national and international organizations have been hiring remote workers in Nova Scotia as part of broader recruitment strategies. The increased competition for talent in this occupation has resulted in strong wage growth. Due to the remote nature of many of these positions, a reliable internet connection may be required. Candidates may find that being bilingual or having a post-secondary education is an asset or even requirement for certain positions.

Hourly Pay

$13.35

Minimum

$15.60

Median

$26.00

Maximum

Annual Pay

$4,676

Minimum

$23,232

Median

$46,630

Maximum

Compared to: All Sales and Service

Hourly Pay

$12.95

Minimum

$15.00

Median

$25.60

Maximum

Annual Pay

$2,949

Minimum

$16,629

Median

$45,086

Maximum

About the job

Nature of work

Customer and information services representatives answer questions and provide information about an organization's goods, services and policies and provide customer services like receiving payments and processing requests for services. They work for retail stores, contact centres, insurance, telecommunications and utility companies and other organizations throughout the private and public sectors.

Job duties

Customer service representatives in retail:

  • Answer, in person or on the phone, questions from customers.
  • Investigate complaints regarding the organization's goods, services, and policies.
  • Arrange for refunds, exchange, and credit for returned merchandise.
  • Receive account payments.
  • 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, telecommunication, utility, and similar companies:

  • Explain the type and cost of services offered.
  • Order services.
  • Provide information about claims or accounts.
  • Update accounts, start billing, process claim payments, and receive payment for services.

Information services representatives:

  • Provide information to customers and the public about 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

  • High school is usually required.
  • 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.

By the numbers

Quick look

7,240

employed in 2016

79.4%

employed full-time

0.6%

self employed

65.2%
Icons/female Created with Sketch.
34.8%
Icons/male Created with Sketch.
37.9

median age

Compared to: All Sales and Service

102,605

employed in 2016

56.4%

employed full-time

5.8%

self employed

60.1%
Icons/female Created with Sketch.
39.9%
Icons/male Created with Sketch.
37

median age

Where will I likely work?

54.5%

Halifax

$25,443 median annual income
17.3%

Cape Breton

$17,296 median annual income
10.8%

North Shore

$18,087 median annual income
8.8%

Southern

$22,618 median annual income
8.6%

Annapolis Valley

$24,526 median annual income

Compared to: All NS Occupations

47.0%

Halifax

15.6%

North Shore

12.9%

Annapolis Valley

12.7%

Cape Breton

11.8%

Southern

Top Industries of Employment

39.4%

Administrative and support, waste management and remediation services

16.6%

Retail trade

6.1%

Public administration

6.0%

Wholesale trade

5.1%

Finance and insurance

What is the age of Employment?

25.0%

25-34

20.0%

15-24

19.0%

35-44

18.0%

45-54

15.0%

55-64

4.0%

65+

Compared to: All Sales and Service

30.0%

15-24

17.2%

45-54

17.2%

25-34

16.1%

55-64

13.8%

35-44

Top levels of education

40.3%

High school

$22,080 median annual income
29.0%

College Diploma

$24,956 median annual income
12.9%

Bachelor

$27,436 median annual income
8.2%

Less than high school

$15,027 median annual income
5.3%

Trade Certification

$22,778 median annual income

Compared to: All Sales and Service

39.8%

High school

$15,705 median annual income
19.7%

Less than high school

$9,866 median annual income
19.5%

College Diploma

$20,644 median annual income
9.9%

Bachelor

$21,262 median annual income
8.0%

Trade Certification

$21,234 median annual income

Education & training

Accounting Technology and Bookkeeping

College or Trades Program

These programs prepare students to provide technical administrative support to professional accountants and other financial management personnel. They include courses in posting transactions to accounts, record-keeping systems, accounting software operation, and general accounting principles and practices.

Institutions providing this program

Maritime Business College

Lower Sackville, NS

Eastern College - Halifax

Halifax, NS

Academy of Learning Career College - Halifax

Halifax, NS

Centre for Distance Education

Sydney, NS

Mount Saint Vincent University

Halifax, NS

Employment requirements & contacts

No regulating bodies were found under this occupation profile

Contacts

Contact Centre Nova Scotia
Lower Sackville, NS

Additional resources

There are no additional resources for this occupation.