Other Customer and Information Services Representatives
(NOC 6552)
in All Sales and ServiceCustomer 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
Average
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Compared to: All Sales and Service
This occupation is spread across a variety of industries, which have each been uniquely affected by the pandemic. Therefore, the effect of COVID-19 is highly dependent on the industry and employer. While layoffs were widespread during the spring of 2020, the drop in employment was less severe than in many other service and sales occupations. Some workers in this occupation in public-facing retail positions (e.g. courtesy desk clerks) were laid off when stores closed temporarily in the spring. Others may be impacted on an ongoing basis by occasional permanent store closures that have been announced throughout the summer and fall. Call centres, many of which were able to remain operational throughout the pandemic, employ a large proportion of this occupation. These workers are less likely to have been laid off or otherwise impacted. There have been exceptions, however, for call centres serving harder hit industries such as the airlines.
Employee turnover is generally a large source of opportunities for customer service representatives. There is a moderate to large number of vacancies at most times. Total employment for this occupation in business services in Nova Scotia tends to fluctuate with openings, expansions, or closures of call centres. Such events typically affect hundreds of workers. Even prior to the pandemic, there has been a shift among some employers from office-based to remote employment. Remote positions may also be available with employers that do not have a physical office established in Nova Scotia. Retail-based workers in this occupation may be subject to broader trends in that industry. While the number of retail businesses tends to increase with population and income growth, demand for some customer service roles is slowly being eroded by automation and outsourcing.
The median employment income for the 52% of Other Customer and Information Services Representatives who worked full-time, year-round in 2015 was $31,557. Across all occupations in Nova Scotia, the 59% of those who worked full-time, year-round had a median employment income of $43,600. (Source: 2016 Census)
Hourly Pay
$12.95
Minimum$14.13
Median$25.00
MaximumAnnual Pay
$4,676
Minimum$23,232
Median$46,630
MaximumCompared to: All Sales and Service
Hourly Pay
$12.55
Minimum$18.36
Median$22.50
MaximumAnnual Pay
$2,949
Minimum$16,629
Median$45,086
MaximumAbout 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
employed in 2016
employed full-time
self employed
median age
Compared to: All Sales and Service
employed in 2016
employed full-time
self employed
median age
Where will I likely work?
Halifax
Cape Breton
North Shore
Southern
Annapolis Valley
Compared to: All NS Occupations
Halifax
North Shore
Annapolis Valley
Cape Breton
Southern
Top Industries of Employment
Administrative and support, waste management and remediation services
Retail trade
Public administration
Wholesale trade
Information and cultural industries
What is the age of Employment?
25-34
15-24
35-44
45-54
55-64
65+
Compared to: All Sales and Service
15-24
45-54
25-34
55-64
35-44
Top levels of education
High school
$22,080 median annual incomeCollege Diploma
$24,956 median annual incomeBachelor
$27,436 median annual incomeLess than high school
$15,027 median annual incomeApprenticeship
$22,778 median annual incomeCompared to: All Sales and Service
High school
$15,705 median annual incomeLess than high school
$9,866 median annual incomeCollege Diploma
$20,644 median annual incomeBachelor
$21,262 median annual incomeApprenticeship
$21,234 median annual incomeEducation & training
Accounting Technology and Bookkeeping
College or Trades ProgramThese 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
Employment requirements & contacts
No regulating bodies were found under this occupation profile
Contacts
Additional resources
There are no additional resources for this occupation.