Other Customer and Information Services Representatives

(NOC 6552)

in All Sales and Service

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 Outlook

Average

Read more

  • Estimate decline employment change, 2017-2019
  • Estimate 105 openings due to growth and retirements, 2017-2019
  • Estimate Moderate rate of unemployment in 2016

Compared to: All Sales and Service

  • Estimate Decline slightly employment change, 2017-2019
  • Estimate 5260 openings due to growth and retirements, 2017-2019
  • Estimate Moderate rate of unemployment in 2016

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)

Hourly Pay

$11.00

Minimum

$14.00

Median

$21.83

Maximum

Annual Pay

$4,676

Minimum

$23,232

Median

$46,630

Maximum

Compared to: All Sales and Service

Hourly Pay

$10.70

Minimum

$12.50

Median

$21.17

Maximum

Annual Pay

$2,949

Minimum

$16,629

Median

$45,086

Maximum

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 high 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.

By the numbers

Quick look

5,935

employed in 2016

82.1%

employed full-time

0.7%

self employed

65.1%
Icons/female Created with Sketch.
34.9%
Icons/male Created with Sketch.
37.9

median age

Compared to: All Sales and Service

102,605

employed in 2016

59.4%

employed full-time

6.2%

self employed

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

median age

Where will I likely work?

54.4%

Halifax

17.3%

Cape Breton

10.8%

Northern

8.8%

Southern

8.6%

Annapolis Valley

Compared to: All NS Occupations

47.0%

Halifax

15.6%

Northern

12.9%

Annapolis Valley

12.7%

Cape Breton

11.8%

Southern

Top Industries of Employment

39.3%

Management, Admin & Other Support

16.6%

Retail Trade

6.6%

Finance, Insurance, Real Estate & Leasing

6.1%

Public Administration

6.0%

Wholesale Trade

What is the age of Employment?

23.1%

35-44

23.1%

25-34

20.6%

45-54

17.0%

15-24

13.0%

55-64

2.9%

65+

Compared to: All Sales and Service

35.7%

25-34

28.6%

35-44

21.4%

55-64

Top levels of education

40.4%

High school

$25,638 median annual income
29.1%

College certificate or diploma

$28,820 median annual income
12.8%

Bachelor's degree

$27,126 median annual income
8.2%

Less than high school

$16,494 median annual income
5.1%

Trades certificate

$28,866 median annual income

Compared to: All Sales and Service

40.4%

High school

$12,982 median annual income
19.9%

College certificate or diploma

$19,514 median annual income
18.8%

Less than high school

$9,486 median annual income
10.0%

Bachelor's degree

$20,807 median annual income
8.0%

Trades certificate

$18,797 median annual income

Education & training

Accounting technology/technician and bookkeeping

This program is typically offered at the trades/college level.

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.

Institutions providing this program

Maritime Business College - Dartmouth

45 Ochterloney Street, Suite 100

Dartmouth, NS B2Y 2N6

(902) 463-6700

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

Centre for Distance Education

222 George Street, Suite C

Sydney, NS B1P 1J3

(866) 446-5898

Mount Saint Vincent University

166 Bedford Highway

Halifax, NS B3M 2J6

(902) 457-6117

Nova Scotia Community College - Cumberland Campus

PO Box 550, 1 Main Street

Springhill, NS B0M 1X0

(902) 597-3737

Nova Scotia Community College - Burridge Campus

372 Pleasant Street

Yarmouth, NS B5A 2L2

(902) 742-3501

Nova Scotia Community College - Kingstec Campus

236 Belcher Street

Kentville, NS B4N 0A6

(902) 678-7341

Nova Scotia Community College - Lunenburg Campus

75 High Street

Bridgewater, NS B4V 1V8

(902) 543-4608

Nova Scotia Community College - Pictou Campus & School of Fisheries

PO Box 820, 39 Acadia Avenue

Stellarton, NS B0K 1S0

(902) 752-2002

Nova Scotia Community College - Strait Area Campus & Nautical Institute

226 Reeves Street

Port Hawkesbury, NS B9A 2A2

(902) 625-2380

Nova Scotia Community College - Marconi Campus

PO Box 1042, 1240 Grand Lake Road

Sydney, NS B1P 6J7

(902) 563-2450

Nova Scotia Community College - Truro Campus

36 Arthur Street

Truro, NS B2N 1X5

(902) 893-5385

Nova Scotia Community College - Waterfront Campus & Aviation Institute

80 Mawiomi Place

Dartmouth, NS B2Y 0A5

(902) 491-1100

Employment requirements & contacts

No regulating bodies were found under this occupation profile

Contacts

Customer Service Institute of Canada
,

Additional resources

There are no additional resources for this occupation.

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