| Job Title |
Customer-complaint Clerk |
| Job Description |
Investigates Customer Complaints About Merchandise, Service,
Billing, Or Credit Rating: Examines Records, Such As Bills,
Computer Printouts, Microfilm, Meter Readings, Bills Of Lading,
And Related Documents And Correspondence, And Converses Or
Corresponds With Customer And Other Company Personnel, Such As
Billing, Credit, Sales, Service, Or Shipping, To Obtain Facts
Regarding Customer Complaint. Examines Pertinent Information To
Determine Accuracy Of Customer Complaint And To Determine
Responsibility For Errors. Notifies Customer And Designated
Personnel Of Findings, Adjustments, And Recommendations, Such As
Exchange Of Merchandise, Refund Of Money, Credit Of Customer's
Account, Or Adjustment Of Customer's Bill. May Recommend To
Management Improvements In Product, Packaging, Shipping Methods,
Service, Or Billing Methods And Procedures To Prevent Future
Complaints Of Similar Nature. May Examine Merchandise To
Determine Accuracy Of Complaint. May Follow Up On Recommended
Adjustments To Ensure Customer Satisfaction. May Key Information
Into Computer To Obtain Computerized Records. May Trace Missing
Merchandise And Be Designated Tracer Clerk (clerical). May
Investigate Overdue And Damaged Shipments Or Shortages In
Shipments For Common Carrier And Be Designated
Over-short-and-damage Clerk (clerical). May Be Designated
According To Type Of Complaint Adjusted As Bill Adjuster
(clerical); Merchandise-adjustment Clerk (retail Trade); Service
Investigator (utilities; Tel. & Tel.).
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