Nelson Family - LPSisite.lps.org/squible/web/documents/Nelson-NotebookCovers-Profile...saw his grade report the following summer, ... The Nelson Family Life in the United States...A

Nelson

Family

Irving & Catori

© Family Economics & Financial Education - Revised May 2009 - Life in...United States Simulation - Nelson-Notebook Cover and Profile Page 2 Funded by a grant from Take Charge America, Inc. to the Norton School of Family and Consumer Sciences Take Charge America Institute at the University of Arizona

During Irving’s first year of college, he began hanging out with some people who did a lot of partying. Irving, knowing he was under-age, did not participate at first. However, after weeks of his friends nagging at him, he fell to the peer pressure and began to drink. He thought he was “just having a good time.” However, because of his drinking, his grades began to slip. When his parents saw his grade report the following summer, they became very concerned, but Irving would not share anything about his new behaviors. Throughout the summer, Irving’s parents noticed he wasn’t quite himself. He was not as open or light hearted as he had been the previous summer and also seemed to “sneak” around the house a lot, especially after hanging out with friends. Shortly before he was to return to college, his parents found him asleep in the family car in the driveway early on a Saturday morning. It was evident he had passed out in the car after driving home drunk. After a long talk, Irving’s parents decided they were not going to pay for school for their son who was just “drinking his grades away.” Mad at his parents, Irving moved out of the house and applied for a job with an excavation company. He was inexperienced with the excavation machinery, but the company was willing to teach him, and Irving took the job. Catori was raised outside of the town where Irving lived. She played basketball for her high school and also her college. During her first year at the college, Catori injured her ankle near the end of the basketball season. She had to sit on the bench for the remainder of the season. The next season, Catori hurt her knee early in the season, and was again benched. Catori was heartbroken since she would be unable to play all season. Catori was not interested enough in her studies to stay in school and not play, so she left at the end of the semester, moved home, started physical therapy, and took a job as a customer service representative at a department store. Irving and Catori met through a mutual friend shortly after Catori left college. Initially, they were just friends, however after a while the two began to date. They were married a year and a half later; Irving was 25 and Catori was 21. The Nelsons enjoy doing many things. Catori enjoys gardening and Irving enjoys watching sports on the television. Both of them play city league basketball. They spend $25.00 monthly on the garden and $45.00 monthly on basketball. They both want to return to college someday and save $300.00 monthly for their college funds.

Background Information

Personal Profile

Children

None

Occupation

Irving -Equipment Operator Catori - Customer Service Representative

Residence

Metropolitan Area Less than 250,000 people

Educational Level

Irving - Some College Catori - Some College

Race/Gender/Age

Marital Status

Irving - White Male, Age 26 Catori - Native American Female, Age 22

Married for 1 year

The Nelson Family

Life in the United States...A Family Finance Simulation


Irving Nelson’s

Employment Information


JOB AWARDED EMPLOYER BENEFITS RETIREMENT PACKAGE

Equipment Operator We Move Dirt

Excavation None 401K -

Pay $245.35 per month

We Move Dirt Excavation Authorized Signature

We Move Dirt Excavation 85 Big Worm Rd. Any City, USA 65432

1234 95-836-1427

28540173569

Date March 6, 2004

Memo

National Bank 5832 Main Street Any City, USA 98765-4321

Dollars

$2,368.34 Irving Nelson

Pay To The Order Of:

Two thousand three hundred sixty-eight and 34/100

0123456789 : 0987654321 : 1234

February Paycheck

We Move Dirt Excavation Pay Period 2/1/2009-2/28/2009 Employee Nelson, Irving

SSN/Employee Identification Number 999-88-4444

Check # 1234

Check Amount $2,368.34

Employee Address 254 Tundra Rd. Any City, USA 65432

Pay Type Gross Pay Year-to-date

Gross Pay Deductions Current Year-to-date

Regular

$3,505.00

$7,010.00

Federal Withholding State Withholding Social Security Medicare 401 K Medical Additional Withholding

$359.00 $126.18 $217.31 $50.82 $245.35 $0.00 $138.00

$718.00 $252.36 $434.62 $101.64 $490.70 $0.00 $276.00

Totals $1,136.66 $2,273.32


Catori Nelson’s

Employment Information


JOB AWARDED EMPLOYER BENEFITS RETIREMENT PACKAGE

Customer Service Representative

Cheap Department Stores, Inc.

Medical - $238.14 per month

$500 deductible Dental - $16.00 per

month Vision - $3.05 per month

Covered 75% by employer

Includes self only Pay $64.30 per month

401K - Pay $181.07 per month

Cheap Department Stores, Inc. Pay Period 2/1/2009-2/28/2009 Employee Nelson, Catori

SSN/Employee Identification Number 999-88-4444

Check # 1234



Pay Type Gross Pay Year-to-date

Gross Pay Deductions Current Year-to-date

Regular

$2,586.67

$5,173.33


$221.00 $93.12 $160.37 $37.51 $181.07 $64.30 $0.00

$442.00 $186.24 $320.74 $75.02 $362.14 $128.60 $0.00

Totals $757.37 $1,514.74

Cheap Department Stores, Inc. Authorized Signature

Cheap Department Stores, Inc. 56732 Stuff Blvd. Any City, USA 65432

1234 95-836-1427

28540173569

Date March 6, 2004

Memo


Dollars

$1,829.30 Catori Nelson


One thousand eight hundred twenty-nine and 30/100

0123456789 : 0987654321 : 1234

February Paycheck


We Move Dirt

Excavation

SEND RESUME TO:

Forrest Young

85 Big Worm Rd.

Any City, USA 65432

Job Opening

E Q U I P M E N T O P E R AT O R

Equipment operators use machinery to move construction materials, earth,

petroleum products, and other heavy materials. They move materials around

construction sites, factories, and warehouses, as well as, on and off trucks and

ships. Equipment operators set up and inspect equipment, make adjustments,

and perform minor repairs.

Cheap Department

Stores, Inc.

SEND RESUME TO:

Geneva O’Connor

56732 Stuff Blvd.

Any City, USA 65432

Job Opening

C U S T O M E R S E R V I C E

R E P R E S E N T A T I V E

Customer service representatives are responsible for making sure that

customers receive adequate service or help with their questions and

concerns. They provide information about products and services and

communicate with customers in person and by telephone,

e-mail, mail, or fax.

© Family Economics & Financial Education - Revised May 2009 - Life in...United States Simulation - Paychecks Funded by a grant from Take Charge America, Inc. to the Norton School of Family and Consumer Sciences Take Charge America Institute at the University of Arizona

We Move Dirt Excavation Pay Period 2/1/2009-2/28/2009 Employee Nelson, Irving

SSN 999-88-4444

Check # 1234



Pay Type Gross Pay Year-to-date Gross Pay Deductions Current Year-to-date

Regular

$3,505.00

$7,010.00


$359.00 $126.18 $217.31 $50.82 $245.35 $0.00 $138.00

$718.00 $252.36 $434.62 $101.64 $490.70 $0.00 $276.00

Totals $1,136.66 $2,273.32

We Move Dirt Excavation Authorized Signature

We Move Dirt Excavation 85 Big Worm Rd. Any City, USA 65432

1234 95-836-1427

28540173569

Date March 6, 2004

Memo


Dollars

$2,368.34 Irving Nelson


Two thousand three hundred sixty-eight and 84/100

0123456789 : 0987654321 : 1234

February Paycheck

© Family Economics & Financial Education - Revised May 2009 - Life in...United States Simulation - Paychecks Funded by a grant from Take Charge America, Inc. to the Norton School of Family and Consumer Sciences Take Charge America Institute at the University of Arizona

Cheap Chain Stores Pay Period 2/1/2009-2/28/2009 Employee Nelson, Catori

SSN 999-88-4444

Check # 1234



Pay Type Gross Pay Year-to-date Gross Pay Deductions Current Year-to-date

Regular

$2,586.67

$5,173.33


$221.00 $93.12 $160.37 $37.51 $181.07 $64.30 $0.00

$442.00 $186.24 $320.74 $75.02 $362.14 $128.60 $0.00

Totals $757.37 $1,514.74

Cheap Chain Stores Authorized Signature

Cheap Chain Stores 56732 Stuff Blvd. Any City, USA 65432

1234 95-836-1427

28540173569

Date March 6, 2004

Memo


Dollars

$1,829.30 Catori Nelson


One thousand eight hundred twenty-nine and 30/100

0123456789 : 0987654321 : 1234

February Paycheck

Construction Equipment Operators(O*NET 47-2071.00, 47-2072.00, 47-2073.00)

Significant Points

Many construction equipment operators acquire their skills on the job, but formal apprenticeship programs provide more comprehensive training.

Job opportunities are expected to be very good.

Hourly pay is relatively high, but operators of some types of equipment cannot work in inclement weath-er, so total annual earnings may be reduced.

Nature of the WorkConstruction equipment operators use machinery to move con-struction materials, earth, and other heavy materials at con-struction sites and mines. They operate equipment that clears and grades land to prepare it for construction of roads, build-ings, and bridges. They use machines to dig trenches to lay or repair sewer and other pipelines and hoist heavy construction materials. They may even work offshore constructing oil rigs. Construction equipment operators also operate machinery that spreads asphalt and concrete on roads and other structures.

These workers also set up and inspect the equipment, make adjustments, and perform some maintenance and minor repairs. Construction equipment operators control equipment by mov-ing levers, foot pedals, operating switches, or joysticks. Con-struction equipment is more complicated to use than it was in the past. For example, Global Positioning System (GPS) tech-nology is now being used to help with grading and leveling ac-tivities.

Included in the construction equipment operator occupation are paving, surfacing, and tamping equipment operators; pile-driver operators; and operating engineers. Paving and surfac-ing equipment operators use levers and other controls to oper-ate machines that spread and level asphalt or spread and smooth concrete for roadways or other structures. Asphalt paving ma-chine operators turn valves to regulate the temperature and flow of asphalt onto the roadbed. They must take care that the ma-chine distributes the paving material evenly and without voids, and make sure that there is a constant flow of asphalt going into the hopper. Concrete paving machine operators control levers and turn handwheels to move attachments that spread, vibrate, and level wet concrete in forms. They must observe the surface of concrete to identify low spots into which workers must add concrete. They use other attachments to smooth the surface of the concrete, spray on a curing compound, and cut expan-sion joints. Tamping equipment operators operate tamping ma-chines that compact earth and other fill materials for roadbeds or other construction sites. They also may operate machines with interchangeable hammers to cut or break up old pavement and drive guardrail posts into the earth.

Piledriver operators use large machines, mounted on skids, barges, or cranes to hammer piles into the ground. Piles are long heavy beams of wood or steel driven into the ground to support retaining walls, bulkheads, bridges, piers, or building foundations. Some piledriver operators work on offshore oil rigs. Piledriver operators move hand and foot levers and turn

•

••

valves to activate, position, and control the pile-driving equip-ment.

Operating engineers and other construction equipment oper-ators use one or several types of power construction equipment. They may operate excavation and loading machines equipped with scoops, shovels, or buckets that dig sand, gravel, earth, or similar materials and load it into trucks or onto conveyors. In addition to the familiar bulldozers, they operate trench exca-vators, road graders, and similar equipment. Sometimes, they may drive and control industrial trucks or tractors equipped with forklifts or booms for lifting materials or with hitches for pulling trailers. They also may operate and maintain air com-pressors, pumps, and other power equipment at construction sites. Construction equipment operators who are classified as operating engineers are capable of operating several different types of construction equipment.

Work environment. Construction equipment operators work outdoors, in nearly every type of climate and weather condition, although in many areas of the country, some types of construc-tion operations must be suspended in winter. Bulldozers, scrap-ers, and especially tampers and piledrivers are noisy and shake or jolt the operator. Operating heavy construction equipment can be dangerous. As with most machinery, accidents generally can be avoided by observing proper operating procedures and safety practices. Construction equipment operators are cold in the winter and hot in the summer and often get dirty, greasy, muddy, or dusty. Some operators work in remote locations on large construction projects, such as highways and dams, or in factory or mining operations.

Operators may have irregular hours because work on some construction projects continues around the clock or must be performed late at night or early in the morning.

Training, Other Qualifications, and AdvancementConstruction equipment operators usually learn their skills on the job, but formal apprenticeship programs provide more com-prehensive training.

Education and training. Employers of construction equip-ment operators generally prefer to hire high school graduates, although some employers may train non-graduates to operate some types of equipment. High school courses in automobile mechanics are helpful because workers may perform mainte-

Piledriver operators use large machines to hammer piles into the ground.

Construction Equipment Operators 2

nance on their machines. Also useful are courses in science and mechanical drawing.

On the job, workers may start by operating light equip-ment under the guidance of an experienced operator. Later, they may operate heavier equipment, such as bulldozers and cranes. Technologically advanced construction equipment with computerized controls and improved hydraulics and electronics requires more skill to operate. Operators of such equipment may need more training and some understanding of electronics.

It is generally accepted that formal training provides more comprehensive skills. Some construction equipment opera-tors train in formal operating engineer apprenticeship pro-grams administered by union-management committees of the International Union of Operating Engineers and the Associ-ated General Contractors of America. Because apprentices learn to operate a wider variety of machines than do other beginners, they usually have better job opportunities. Appren-ticeship programs consist of at least 3 years, or 6,000 hours, of paid on-the-job training together with and 144 hours of related classroom instruction each year.

Private vocational schools offer instruction in the operation of certain types of construction equipment. Completion of such programs may help a person get a job. However, people considering such training should check the school’s reputa-tion among employers in the area and find out if the school offers the opportunity to work on actual machines in realistic situations. A large amount of information can be learned in classrooms. But to become a skilled construction equipment operator, a worker needs to actually perform the various tasks. The best training facilities have equipment on-site so that stu-dents can do the tasks that they are learning about.

Licensure. Construction equipment operators often obtain a commercial driver’s license so that they can haul their equip-ment to the various job sites. Commercial driver’s licenses are issued by States according to each State’s rules and regu-lations. (See the statement on truck drivers and driver/sales workers elsewhere in the Handbook for more information on commercial driver’s licenses.)

Certification and other qualifications. Mechanical apti-tude and experience operating related mobile equipment, such as farm tractors or heavy equipment, in the Armed Forces or elsewhere is an asset. Operators need to be in good physi-cal condition and have a good sense of balance, the ability to judge distance, and eye-hand-foot coordination. Some opera-tor positions require the ability to work at heights.

Certification or training in the right school will allow a worker to have opportunities across the country. While at-

tending some vocational schools, operators are able to qualify for or attain various certifications. These certifications prove to potential employers that an operator is able to handle spe-cific types of equipment. Certifications last from 3 to 5 years and must be renewed.

Advancement. Construction equipment operators can ad-vance to become supervisors. Some operators choose to teach in training facilities to pass on their knowledge. Other opera-tors start their own contracting businesses although this may be difficult because of high start-up costs.

EmploymentConstruction equipment operators held about 494,000 jobs in 2006. Jobs were found in every section of the country and were distributed among various types of operators as follows:

Operating engineers and other construction equipment operators .....................................................424,000Paving, surfacing, and tamping equipment operators ........64,000Pile-driver operators ............................................................5,600

About 63 percent of construction equipment operators worked in the construction industry. Many equipment opera-tors worked in heavy construction, building highways, bridg-es, or railroads. About 17 percent of construction equipment operators worked in State and local government. Others—mostly grader, bulldozer, and scraper operators—worked in mining. Some also worked for manufacturing or utility com-panies. About 5 percent of construction equipment operators were self-employed.

Job OutlookAverage job growth, reflecting increased demand for their ser-vices, and the need to replace workers who leave the occupa-tion should result in very good job opportunities for construc-tion equipment operators.

Employment change. Employment of construction equip-ment operators is expected to increase 8 percent between 2006 and 2016, about as fast as the average for all occupa-tions. Even though improvements in equipment are expected to continue to raise worker productivity and to moderate the demand for new workers somewhat, employment is expected to increase because population and business growth will cre-ate a need for new houses, industrial facilities, schools, hospi-tals, offices, and other structures.

Specifically, more paving, surfacing, and tamping equip-ment operators will be needed as a result of expected growth in highway, bridge, and street construction. There has been

Projections data from the National Employment Matrix

Occupational TitleSOCCode

Employment,2006

Projectedemployment,

2016

Change,2006-16

Number PercentConstruction equipment operators .................................................... 47-2070 494,000 536,000 42,000 8

Paving, surfacing, and tamping equipment operators ................... 47-2071 64,000 70,000 5,800 9Pile-driver operators ...................................................................... 47-2072 5,600 6,000 500 8Operating engineers and other construction equipment operators 47-2073 424,000 460,000 35,000 8

NOTE: Data in this table are rounded. See the discussion of the employment projections table in the Handbook introductory chapter on Occupational Informa-tion Included in the Handbook.

Construction Equipment Operators 3

consistent Congressional support for road projects. Bridge construction is expected to increase most because bridges will need to be repaired or replaced before they become unsafe. In some areas, deteriorating highway conditions also will spur demand for highway maintenance and repair.

More piledriver operators will be needed as construction con-tinues to move into areas that are challenging to build in and require the use of piles as supports. Increases in bridge con-struction will also create demand for piledriver operators.

Demand for operating engineers and other construction equipment operators will be driven by the demand for new construction. Increases in pipeline construction will also cre-ate demand. These operators work in all sectors of construc-tion.

Job prospects. Job opportunities for construction equipment operators are expected to be very good. Some potential workers may choose not to enter training programs because they prefer work that has more comfortable working conditions and is less seasonal in nature. This reluctance makes it easier for willing workers to get operator jobs.

In addition, many job openings will arise from job growth and from the need to replace experienced construction equipment operators who transfer to other occupations, retire, or leave the job for other reasons. Construction equipment operators who can use a large variety of equipment will have the best pros-pects. Operators with pipeline experience will have especially good opportunities.

Employment of construction equipment operators, like that of many other construction workers, is sensitive to the fluctua-tions in the economy. Workers in these trades may experience periods of unemployment when the overall level of construction falls. On the other hand, shortages of these workers may occur in some areas during peak periods of building activity.

EarningsEarnings for construction equipment operators vary. In May 2006, median hourly earnings of wage and salary operating engineers and other construction equipment operators were $17.74. The middle 50 percent earned between $13.89 and $23.98. The lowest 10 percent earned less than $11.54, and the highest 10 percent earned more than $30.83. Median hourly earnings in the industries employing the largest numbers of op-erating engineers were:

Highway, street, and bridge construction ..............................$19.88Utility system construction .....................................................18.62Other specialty trade contractors ............................................18.00Other heavy and civil engineering construction......................17.63Local government ...................................................................15.95

Median hourly earnings of wage and salary paving, surfacing, and tamping equipment operators were $15.05 in May 2006. The middle 50 percent earned between $11.98 and $19.71. The lowest 10 percent earned less than $9.97, and the highest 10 percent earned more than $25.30. Median hourly earnings in the industries employing the largest numbers of paving, surfac-ing, and tamping equipment operators in were as follows:

Other specialty trade contractors ..........................................$15.26Highway, street, and bridge construction ................................15.11Local government ...................................................................14.86

In May 2006, median hourly earnings of wage and salary piledriver operators were $22.20. The middle 50 percent earned between $16.31 and $31.65. The lowest 10 percent earned less than $12.83, and the highest 10 percent earned more than $37.28. Median hourly earnings in the industries employing the largest numbers of pile driver operators were as follows:

Other heavy and civil engineering construction....................$28.60Highway, street, and bridge construction ................................22.50Other specialty trade contractors ............................................20.60Utility system construction .....................................................18.62

Hourly pay is relatively high, particularly in large metropoli-tan areas. However, annual earnings of some workers may be lower than hourly rates would indicate because work time may be limited by bad weather. About 28 percent of construction equipment operators belong to a union.

Related OccupationsOther workers who operate mechanical equipment include ag-ricultural equipment operators; truck drivers, heavy and tractor trailer; logging equipment operators; and a variety of material moving occupations.

Sources of Additional InformationFor further information about apprenticeships or work oppor-tunities for construction equipment operators, contact a local of the International Union of Operating Engineers, a local ap-prenticeship committee, or the nearest office of the State ap-prenticeship agency or employment service. You can also find information on the registered apprenticeship system with links to State apprenticeship programs on the U.S. Department of Labor’s Web site: http://www.doleta.gov/atels_bat Appren-ticeship information is also available from the U.S. Department of Labor’s toll free helpline: (877) 872-5627.

For general information about the work of construction equip-ment operators, contact:

Associated General Contractors of America, 2300 Wilson Blvd., Suite 400, Arlington, VA 22201. Internet: http://www.agc.org

International Union of Operating Engineers, 1125 17th St.NW., Washington, DC 20036. Internet: http://www.iuoe.org

National Center for Construction Education and Research, P.O. Box 141104, Gainesville, FL 32614-1104. Internet: http://www.nccer.org

Pile Driving Contractors Association, P.O. Box 66208, Orange Park, FL 32065. Internet: http://www.piledrivers.org

For general information on apprenticeships and how to get them, see the Occupational Outlook Quarterly article “Apprenticeships: Career training, credentials—and a paycheck in your pocket,” on-line at http://www.bls.gov/opub/ooq/2002/summer/art01.pdf and in print at many libraries and career centers.

Customer Service Representatives(O*NET 43-4051.00)

Significant Points

Job prospects are expected to be excellent.

Most jobs require only a high school diploma but edu-cational requirements are rising.

Strong verbal communication and listening skills are important.

Nature of the WorkCustomer service representatives are employed by many dif-ferent types of companies to serve as a direct point of contact for customers. They are responsible for ensuring that their company’s customers receive an adequate level of service or help with their questions and concerns. These customers may be individual consumers or other companies, and their service needs can vary considerably.

All customer service representatives interact with customers to provide information in response to inquiries about products or services and to handle and resolve complaints. They communi-cate with customers through a variety of means—by telephone; by e-mail, fax, regular mail; or in person. Some customer ser-

••

•

Customer service representatives answer questions and assist customers over the phone.

vice representatives handle general questions and complaints, whereas others specialize in a particular area.

Many customer inquiries involve routine questions and re-quests. For example, customer service representatives may be asked to provide a customer with their credit card balance, or to check on the status of an order. However, other questions are more involved, and may require additional research or fur-ther explanation on the part of the customer service representa-tive. In handling customers’ complaints, they must attempt to resolve the problem according to guidelines established by the company. These procedures may involve asking questions to determine the validity of a complaint; offering possible solu-tions; or providing customers with refunds, exchanges, or other offers, like discounts or coupons. In some cases, customer ser-vice representatives are required to follow up with an individual customer until a question is answered or an issue is resolved.

Some customer service representatives help people decide what types of products or services would best suit their needs. They may even aid customers in completing purchases or trans-actions. Although the primary function of customer service representatives is not sales, some may spend time encouraging customers to purchase additional products or services. (For in-formation on workers whose primary function is sales, see the statements on sales and related occupations elsewhere in the Handbook.) Customer service representatives also may make changes or updates to a customer’s profile or account informa-tion. They may keep records of transactions and update and maintain databases of information.

Most customer service representatives use computers and telephones extensively in their work. Customer service rep-resentatives frequently enter information into a computer as they are speaking to customers. Often, companies have large amounts of data, such as account information, that is pulled up on a computer screen while the representative is talking to a customer so he or she can answer specific questions. Customer service representatives also usually have answers to the most common customer questions, or guidelines for dealing with complaints. In the event that they encounter a question or situa-tion to which they do not know how to respond, workers consult with a supervisor to determine the best course of action. They generally use multiline telephone systems, which may route calls directly to the most appropriate representative. However, at times, they must transfer calls to someone who may be better able to respond to the customer’s needs.

In some organizations, customer service representatives spend their entire day on the telephone. In others, they may spend part of their day answering e-mails and the remainder of the day taking calls. For some, most of their contact with the customer is face to face. Customer service representatives need to remain aware of the amount of time spent with each customer so that they can fairly distribute their time among the people who require their assistance. This is particularly important for those whose primary activities are answering telephone calls and whose conversations are required to be kept within a set time limit. For those working in call centers, there is usually very little time between telephone calls. When working in call centers, customer service representatives are likely to be under close supervision. Telephone calls may be taped and reviewed by supervisors to ensure that company policies and procedures are being followed.

Customer Service Representatives �

Job responsibilities also can differ, depending on the industry in which a customer service representative is employed. For example, those working in the branch office of a bank may as-sume the responsibilities of other workers, such as teller or new account clerk, as needed. In insurance agencies, a customer service representative interacts with agents, insurance compa-nies, and policyholders. These workers handle much of the paperwork related to insurance policies, such as policy appli-cations and changes and renewals to existing policies. They answer questions regarding policy coverage, help with report-ing claims, and do anything else that may need to be done. Al-though they must have similar credentials and knowledge of insurance products as insurance agents, the duties of a customer service representative differ from those of an agent as they are not responsible for seeking potential customers. Customer ser-vice representatives employed by utilities and communications companies assist individuals interested in opening accounts for various utilities such as electricity and gas, or for communi-cation services such as cable television and telephone. They explain various options and receive orders for services to be installed, turned on, turned off, or changed. They also may look into and resolve complaints about billing and other service.

Work environment. Although customer service representa-tives work in a variety of settings, most work in areas that are clean and well lit. Many work in call or customer contact cen-ters where workers generally have their own workstation or cu-bicle space equipped with a telephone, headset, and computer. Because many call centers are open extended hours, beyond the traditional work day, or are staffed around the clock, these positions may require workers to take on early morning, eve-ning, or late night shifts. Weekend or holiday work also may be necessary. As a result, the occupation is well suited to flexible work schedules. About 17 percent of customer service repre-sentatives work part time. The occupation also offers the op-portunity for seasonal work in certain industries, often through temporary help agencies.

Call centers may be crowded and noisy, and work may be repetitious and stressful, with little time between calls. Workers usually must attempt to minimize the length of each call, while still providing excellent service. To ensure that these procedures are followed, conversations may be monitored by supervisors, which be stressful. Also, long periods spent sitting, typing, or looking at a computer screen may cause eye and muscle strain, backaches, headaches, and repetitive motion injuries.

Customer service representatives working outside of a call center environment may interact with customers through sev-eral different means. For example, workers employed by an insurance agency or in a grocery store may have customers ap-proach them in person or contact them by telephone, computer, mail, or fax. Many of these customer service representatives work a standard 40-hour week; however, their hours generally depend on their employer’s hours of operation. Work environ-ments outside of a call center also vary accordingly. Most cus-tomer service representatives work either in an office or at a service or help desk.

Customer service representatives may have to deal with dif-ficult or irate customers, which can be challenging. However,

the ability to resolve customers’ problems has the potential to be very rewarding.

Training, Other Qualifications, and AdvancementMost jobs require at least a high school diploma. However, em-ployers are increasingly seeking candidates with some college education. Most employers provide training to workers before they begin serving customers.

Education and training. Most customer service representa-tive jobs require only a high school diploma. However, because employers are demanding a higher skilled workforce, many customer service jobs now require an associate or bachelor’s degree. High school and college level courses in computers, English, or business are helpful in preparing for a job in cus-tomer service.

Training requirements vary by industry. Almost all customer service representatives are provided with some training prior to beginning work. This training generally includes customer service and phone skills; information on products and services; information about common customer problems; the use of the telephone and computer systems; and company policies and regulations. Length of training varies, but usually lasts at least several weeks. Because of a constant need to update skills and knowledge, most customer service representatives continue to receive training throughout their career. This is particularly true of workers in industries such as banking, in which regulations and products are continually changing.

Other qualifications. Because customer service representa-tives constantly interact with the public, good communication and problem-solving skills are a must. Verbal communication and listening skills are especially important. For workers who communicate through e-mail, good typing, spelling, and writ-ing skills are necessary. Basic to intermediate computer knowl-edge and good interpersonal skills also are important qualities for people who wish to be successful in the field.

Customer service representatives play a critical role in pro-viding an interface between customers and companies. As a result, employers seek out people who are friendly and possess a professional manner. The ability to deal patiently with prob-lems and complaints and to remain courteous when faced with difficult or angry people is very important. Also, a customer service representative needs to be able to work independently within specified time constraints. Workers should have a clear and pleasant speaking voice and be fluent in English. However, the ability to speak a foreign language is becoming increasingly necessary.

Although some positions may require previous industry, of-fice, or customer service experience, many customer service jobs are entry level. However, within insurance agencies and brokerages, these jobs usually are not entry-level positions. Workers must have previous experience in insurance and of-ten are required by State regulations to be licensed like insur-ance sales agents. A variety of designations are available to demonstrate that a candidate has sufficient knowledge and skill, and continuing education courses and training often are offered through the employer.

Advancement. Customer service jobs are often good in-troductory positions into a company or an industry. In some

Customer Service Representatives 3

Projections data from the National Employment Matrix

Occupational TitleSOCCode

Employment,�006

Projectedemployment,

�016

Change,�006-16

Number PercentCustomer service representatives ...................................................... 43-4051 �,�0�,000 �,747,000 545,000 �5

NOTE: Data in this table are rounded. See the discussion of the employment projections table in the Handbook introductory chapter on Occupational Informa-tion Included in the Handbook.

cases, experienced workers can move up within the company into supervisory or managerial positions or they may move into areas such as product development, in which they can use their knowledge to improve products and services. As they gain more knowledge of industry products and services, customer service representatives in insurance may advance to other, higher level positions, such as insurance sales agent.

EmploymentCustomer service representatives held about �.� million jobs in �006. Although they were found in a variety of industries, about �3 percent of customer service representatives worked in finance and insurance. The largest numbers were employed by insurance carriers, insurance agencies and brokerages, and banks and credit unions.

About 14 percent of customer service representatives were employed in administrative and support services. These work-ers were concentrated in the business support services industry (which includes telephone call centers) and employment ser-vices (which includes temporary help services and employment placement agencies). Another 11 percent of customer service representatives were employed in retail trade establishments such as general merchandise stores and food and beverage stores. Other industries that employ significant numbers of cus-tomer service representatives include information, particularly the telecommunications industry; manufacturing, such as print-ing and related support activities; and wholesale trade.

Job OutlookCustomer service representatives are expected to experience growth that is much faster than the average for all occupations through the projection period. Furthermore, job prospects should excellent as workers who leave the occupation will need to be replaced.

Employment change. Employment of customer service rep-resentatives is expected to increase �5 percent from �006 to �016, which is much faster than the average for all occupations. This occupation will have one of the largest numbers of new jobs arise, about 545,000 over the �006-16 projection period. Beyond growth stemming from expansion of the industries in which customer service representatives are employed, a need for additional customer service representatives is likely to result from heightened reliance on these workers. Customer service is very important to the success of any organization that deals with customers, and strong customer service can build sales, visibil-ity, and loyalty as companies try to distinguish themselves from competitors. In many industries, gaining a competitive edge and retaining customers will be increasingly important over the next decade. This is particularly true in industries such as finan-cial services, communications, and utilities, which already em-ploy numerous customer service representatives. As the trend

towards consolidation in industries continues, centralized call centers will provide an effective method for delivering a high level of customer service. As a result, employment of customer service representatives may grow at a faster rate in call centers than in other areas. However, this growth may be tempered by a variety of factors such as technological improvements that make it increasingly feasible and cost-effective for call centers to be built or relocated outside of the United States.

Technology is affecting the occupation in many ways. The Internet and automated teller machines have provided custom-ers with means of obtaining information and conducting trans-actions that do not entail interacting with another person. Tech-nology also allows for greater streamlining of processes, while at the same time increasing the productivity of workers. The use of computer software to filter e-mails, generating automatic responses or directing messages to the appropriate representa-tive, and the use of similar systems to answer or route telephone inquiries are likely to become more prevalent in the future. Also, with rapidly improving telecommunications, some orga-nizations have begun to position their call centers overseas.

Despite such developments, the need for customer service representatives is expected to remain strong. In many ways, technology has heightened consumers’ expectations for infor-mation and services, and the availability of information online seems to have generated more need for customer service repre-sentatives, particularly to respond to e-mail. Also, technology cannot replace human skills. As more sophisticated technolo-gies are able to resolve many customers’ questions and con-cerns, the nature of the inquiries handled by customer service representatives is likely to become increasingly complex.

Furthermore, the job responsibilities of customer service representatives are expanding. As companies downsize or take other measures to increase profitability, workers are be-ing trained to perform additional duties such as opening bank accounts or cross-selling products. As a result, employers in-creasingly may prefer customer service representatives who have education beyond high school, such as some college or even a college degree.

While jobs in some industries—such as retail trade—may be affected by economic downturns, the customer service occupa-tion generally is resistant to major fluctuations in employment.

Job prospects. Prospects for obtaining a job in this field are expected to be excellent, with more job openings than jobseek-ers. Bilingual jobseekers, in particular, may enjoy favorable job prospects. In addition, numerous job openings will result from the need to replace experienced customer service representa-tives who transfer to other occupations or leave the labor force. Replacement needs are expected to be significant in this large occupation because many young people work as customer ser-vice representatives before switching to other jobs.

Customer Service Representatives 4

This occupation is well suited to flexible work schedules, and many opportunities for part-time work will continue to be avail-able, particularly as organizations attempt to cut labor costs by hiring more temporary workers.

EarningsIn May �006, median hourly earnings for wage and salary cus-tomer service representatives were $13.6�. The middle 50 per-cent earned between $10.73 and $17.40. The lowest 10 percent earned less than $8.71 and the highest 10 percent earned more than $��.11.

Earnings for customer service representatives vary according to level of skill required, experience, training, location, and size of firm. Median hourly earnings in the industries employing the largest numbers of these workers in May �006 were:

Insurance carriers ..................................................................$15.00Agencies, brokerages, and other insurance related activities ...................................................14.51Depository Credit Intermediation ...........................................13.68Employment services ..............................................................11.74Telephone call centers .............................................................10.�9

In addition to receiving an hourly wage, full-time customer service representatives who work evenings, nights, weekends,

or holidays may receive shift differential pay. Also, because call centers are often open during extended hours, or even �4 hours a day, some customer service representatives have the benefit of being able to work a schedule that does not conform to the traditional workweek. Other benefits can include life and health insurance, pensions, bonuses, employer-provided train-ing, and discounts on the products and services the company offers.

Related OccupationsCustomer service representatives interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. Other oc-cupations in which workers have similar dealings with custom-ers and the public are information and record clerks; financial clerks, such as tellers and new account clerks; insurance sales agents; securities, commodities, and financial services sales agents; retail salespersons; computer support specialists; and gaming services workers.

Sources of Additional InformationState employment service offices can provide information about employment opportunities for customer service represen-tatives.

Documents

Nelson Family - LPSisite.lps.org/squible/web/documents/Nelson-NotebookCovers-Profile...saw his grade report the following summer, ... The Nelson Family Life in the United States...A