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Customer Service, Information and Related Clerks

What they do?

The following is a summary of main duties for some occupations in this unit group:

A. Customer service clerks 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.

B. Call centre agents take customer orders for goods or services; promote goods or services; respond to enquiries and emergencies; investigate complaints and update accounts.

C. Customer service clerks 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 r

D. Information clerks provide information to customers and the public concerning goods, services, schedules, rates, regulations and policies in response to telephone and in-person enquiries.

Where they find work?

1. Retail trade - 19.0%
2. Information and cultural industries - 13.0%
3. Administrative and support waste management and remediation services - 12.0%
4. Public administration - 9.0%
5. Finance and insurance - 9.0%
6. Transportation and warehousing - 8.0%
7. Wholesale trade - 8.0%

What education do I need?

1. In general, you usually need a high school diploma and may also need some college or other post-secondary programs.

2. You may also need clerical or sales experience.

3. With experience, you may move up the ranks to become a supervisor.

4. Most recent entrants have a community college diploma, and almost 2 in 5 have a undergraduate unversity degree.

High School Subject that will help:

1. Computer Basics - Word and Excel
2. English
3. Business
4. French

What can you expect to make:

The average hourly wages for Customer Service, Information and Related Clerks is $14.51/HR, which is below average for occupations in the business, finance and administration sector and are close to the average for all intermediate occupations. These wages grew at a below-average rate from 2002 to 2004.

Average Wage

Customer Service, Information and Related Clerks wages

Expected Wage by Age

Customer Service, Information and Related Clerks Wage By Age

Unemployment:

5% of Customer Service, Information and Related Clerks are unemployed. This rate is close to the average for intermediate occupations.

Unemployment

Customer Service, Information and Related Clerks Unemployment

Trends in Unemployment

Customer Service, Information and Related Clerks Trends in Unemployment

Current Job Outlook:

The job outlook for Customer Service, Information and Related Clerks is considered Average because:

1. Employment grew at an above-average rate.

2. Hourly wages ($14.51) are below the average ($18.07), and the rate of wage growth is also below average.

3. The unemployment rate (5%) is close to the 2004 average (7%).

Future Job Prospects:

Your job outlook will continue to be Average because:

1. The employment growth rate will likely be average because organizations should continue to require on-line assistance to clients.

2. Although the retirement rate will likely be average, the number of retiring workers should contribute to job openings.

3. The number of job seekers will likely match the number of job openings.

Highest Concetration:

The highest concentrations (per 10,000 people) of Customer Service, Information and Related Clerks are found in New Brunswick and Prince Edward Island while the lowest concentrations are in Saskatchewan and Newfoundland.

Unionization Rate:

The unionization rate (27%) is close to the average (32%) for all occupations.

Useful Experience:

1. Dealing with the public

2. Communication skills

3. Computer literacy

Part Time Workers

Customer Service, Information and Related Clerks Part Time Workers

Part time workers:


16% of Customer Service, Information and Related Clerks are employed only on a part-time basis. There were 155,300 workers employed in these occupations in 2004, an increase of 196% since 1997.

Age Demographics

Customer Service, Information and Related Clerks Age Demographics

Age Demographics:


The relatively high percentage of younger workers suggests more entry-level positions and jobs that may serve as stepping stones in a career. Despite an expected older-than-average worker (35), the retirement rate to 2009 will likely be average because they also tend to retire at a later age (60).

Self Employed

Customer Service, Information and Related Clerks Self Employed

Self Employed:


Roughly 0% of Customer Service, Information and Related Clerks are self-employed. This is considered Below average for the industry as a whole.

Men vs Women

Customer Service, Information and Related Clerks Men vs Women

Men vs Women:


81% of the individuals employed as Customer Service, Information and Related Clerks are women. Compared to other industries, this is Above average.