{
  "entityType": "role",
  "schemaVersion": "role.v1",
  "slug": "role-43-4051-00",
  "socCode": "43-4051.00",
  "title": "Customer Service Representatives",
  "summary": "Interact with customers to provide basic or scripted information in response to routine inquiries about products and services. May handle and resolve general complaints. Excludes individuals whose duties are primarily installation, sales, repair, and technical support.",
  "aliases": [
    "Account Representative",
    "Customer Service Representative (CSR)",
    "Customer Service Specialist",
    "Member Services Representative (Member Services Rep)",
    "Call Center Representative",
    "Client Services Representative",
    "Customer Care Representative (CCR)",
    "Customer Service Agent",
    "Customer Support Representative (Customer Support Rep)",
    "Guest Service Agent",
    "Account Adjuster",
    "Adjustment Clerk"
  ],
  "tasks": [
    {
      "text": "Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.",
      "type": "Core",
      "iwa": "4.A.4.a.1.a"
    },
    {
      "text": "Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.",
      "type": "Core",
      "iwa": "4.A.3.b.6.j"
    },
    {
      "text": "Check to ensure that appropriate changes were made to resolve customers' problems.",
      "type": "Core",
      "iwa": "4.A.4.a.8.c"
    },
    {
      "text": "Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.",
      "type": "Core",
      "iwa": "4.A.4.a.3.c"
    },
    {
      "text": "Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.",
      "type": "Supplemental",
      "iwa": "4.A.4.a.8.c"
    },
    {
      "text": "Determine charges for services requested, collect deposits or payments, or arrange for billing.",
      "type": "Core",
      "iwa": "4.A.2.b.1.a"
    },
    {
      "text": "Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.",
      "type": "Core",
      "iwa": "4.A.3.b.6.m"
    },
    {
      "text": "Refer unresolved customer grievances to designated departments for further investigation.",
      "type": "Core",
      "iwa": "4.A.4.a.5.a"
    },
    {
      "text": "Review insurance policy terms to determine whether a particular loss is covered by insurance.",
      "type": "Supplemental",
      "iwa": "4.A.2.a.3.c"
    },
    {
      "text": "Solicit sales of new or additional services or products.",
      "type": "Supplemental",
      "iwa": "4.A.4.a.6.c"
    },
    {
      "text": "Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.",
      "type": "Supplemental",
      "iwa": "4.A.2.a.2.a"
    },
    {
      "text": "Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.",
      "type": "Supplemental",
      "iwa": "4.A.4.a.8.c"
    }
  ],
  "emergingTasks": [],
  "activities": [
    {
      "name": "Discuss goods or services information with customers or patrons.",
      "iwa": "4.A.4.a.1.a"
    },
    {
      "name": "Maintain financial or account records.",
      "iwa": "4.A.3.b.6.j"
    },
    {
      "name": "Respond to customer problems or complaints.",
      "iwa": "4.A.4.a.8.c"
    },
    {
      "name": "Execute sales or other financial transactions.",
      "iwa": "4.A.4.c.1.c"
    },
    {
      "name": "Provide notifications to customers or patrons.",
      "iwa": "4.A.4.a.3.c"
    },
    {
      "name": "Refer customers to appropriate personnel.",
      "iwa": "4.A.4.a.5.a"
    },
    {
      "name": "Calculate costs of goods or services.",
      "iwa": "4.A.2.b.1.a"
    },
    {
      "name": "Collect deposits, payments or fees.",
      "iwa": "4.A.4.c.3.d"
    },
    {
      "name": "Prepare documentation for contracts, transactions, or regulatory compliance.",
      "iwa": "4.A.3.b.6.m"
    },
    {
      "name": "Promote products, services, or programs.",
      "iwa": "4.A.4.a.6.c"
    },
    {
      "name": "Review customer insurance information.",
      "iwa": "4.A.2.a.3.c"
    },
    {
      "name": "Verify accuracy of financial or transactional data.",
      "iwa": "4.A.2.a.2.a"
    },
    {
      "name": "Process customer bills or payments.",
      "iwa": "4.A.4.c.1.c"
    },
    {
      "name": "Recommend packing or shipping methods.",
      "iwa": "4.A.4.b.6.e"
    }
  ],
  "capabilities": [
    {
      "name": "Customer and Personal Service",
      "family": "knowledge",
      "value": 4.7
    },
    {
      "name": "Oral Comprehension",
      "family": "ability",
      "value": 4.12
    },
    {
      "name": "Oral Expression",
      "family": "ability",
      "value": 4.12
    },
    {
      "name": "Active Listening",
      "family": "essential_skill",
      "value": 4
    },
    {
      "name": "Service Orientation",
      "family": "transferable_skill",
      "value": 4
    },
    {
      "name": "Speech Recognition",
      "family": "ability",
      "value": 4
    },
    {
      "name": "Speech Clarity",
      "family": "ability",
      "value": 4
    },
    {
      "name": "English Language",
      "family": "knowledge",
      "value": 3.92
    },
    {
      "name": "Speaking",
      "family": "essential_skill",
      "value": 3.88
    },
    {
      "name": "Problem Sensitivity",
      "family": "ability",
      "value": 3.88
    },
    {
      "name": "Written Expression",
      "family": "ability",
      "value": 3.62
    },
    {
      "name": "Near Vision",
      "family": "ability",
      "value": 3.62
    },
    {
      "name": "Administration and Management",
      "family": "knowledge",
      "value": 3.51
    },
    {
      "name": "Sales and Marketing",
      "family": "knowledge",
      "value": 3.45
    },
    {
      "name": "Reading Comprehension",
      "family": "essential_skill",
      "value": 3.38
    },
    {
      "name": "Written Comprehension",
      "family": "ability",
      "value": 3.38
    },
    {
      "name": "Mathematics",
      "family": "knowledge",
      "value": 3.34
    },
    {
      "name": "Administrative",
      "family": "knowledge",
      "value": 3.29
    },
    {
      "name": "Computers and Electronics",
      "family": "knowledge",
      "value": 3.28
    },
    {
      "name": "Critical Thinking",
      "family": "essential_skill",
      "value": 3.25
    },
    {
      "name": "Deductive Reasoning",
      "family": "ability",
      "value": 3.25
    },
    {
      "name": "Complex Problem Solving",
      "family": "transferable_skill",
      "value": 3.12
    },
    {
      "name": "Time Management",
      "family": "transferable_skill",
      "value": 3.12
    },
    {
      "name": "Inductive Reasoning",
      "family": "ability",
      "value": 3.12
    },
    {
      "name": "Information Ordering",
      "family": "ability",
      "value": 3.12
    },
    {
      "name": "Writing",
      "family": "essential_skill",
      "value": 3
    },
    {
      "name": "Monitoring",
      "family": "essential_skill",
      "value": 3
    },
    {
      "name": "Social Perceptiveness",
      "family": "transferable_skill",
      "value": 3
    },
    {
      "name": "Persuasion",
      "family": "transferable_skill",
      "value": 3
    },
    {
      "name": "Negotiation",
      "family": "transferable_skill",
      "value": 3
    },
    {
      "name": "Economics and Accounting",
      "family": "knowledge",
      "value": 2.91
    },
    {
      "name": "Active Learning",
      "family": "essential_skill",
      "value": 2.88
    },
    {
      "name": "Coordination",
      "family": "transferable_skill",
      "value": 2.88
    },
    {
      "name": "Judgment and Decision Making",
      "family": "transferable_skill",
      "value": 2.88
    },
    {
      "name": "Selective Attention",
      "family": "ability",
      "value": 2.88
    },
    {
      "name": "Public Safety and Security",
      "family": "knowledge",
      "value": 2.82
    },
    {
      "name": "Instructing",
      "family": "transferable_skill",
      "value": 2.75
    },
    {
      "name": "Fluency of Ideas",
      "family": "ability",
      "value": 2.75
    },
    {
      "name": "Originality",
      "family": "ability",
      "value": 2.75
    },
    {
      "name": "Category Flexibility",
      "family": "ability",
      "value": 2.75
    }
  ],
  "skills": [
    {
      "name": "Speech Recognition",
      "type": "Specialized Skill"
    },
    {
      "name": "Active Listening",
      "type": "Common Skill"
    },
    {
      "name": "English Language",
      "type": "Common Skill"
    },
    {
      "name": "Microsoft Outlook",
      "type": "Common Skill"
    },
    {
      "name": "Microsoft Excel",
      "type": "Common Skill"
    },
    {
      "name": "Reading Comprehension",
      "type": "Common Skill"
    },
    {
      "name": "Mathematics",
      "type": "Common Skill"
    },
    {
      "name": "Deductive Reasoning",
      "type": "Common Skill"
    },
    {
      "name": "Critical Thinking",
      "type": "Common Skill"
    },
    {
      "name": "Time Management",
      "type": "Common Skill"
    },
    {
      "name": "Information Ordering",
      "type": "Specialized Skill"
    },
    {
      "name": "Inductive Reasoning",
      "type": "Common Skill"
    },
    {
      "name": "Complex Problem Solving",
      "type": "Common Skill"
    },
    {
      "name": "Writing",
      "type": "Common Skill"
    },
    {
      "name": "Social Perceptiveness",
      "type": "Common Skill"
    },
    {
      "name": "Negotiation",
      "type": "Common Skill"
    },
    {
      "name": "Microsoft Word",
      "type": "Common Skill"
    },
    {
      "name": "Microsoft Windows",
      "type": "Common Skill"
    },
    {
      "name": "Microsoft Teams",
      "type": "Specialized Skill"
    },
    {
      "name": "Microsoft SharePoint",
      "type": "Specialized Skill"
    },
    {
      "name": "Microsoft PowerPoint",
      "type": "Common Skill"
    },
    {
      "name": "Microsoft Access",
      "type": "Specialized Skill"
    },
    {
      "name": "Google Docs",
      "type": "Specialized Skill"
    },
    {
      "name": "Facebook",
      "type": "Specialized Skill"
    },
    {
      "name": "Adobe Photoshop",
      "type": "Specialized Skill"
    },
    {
      "name": "Adobe Illustrator",
      "type": "Specialized Skill"
    },
    {
      "name": "Adobe Acrobat",
      "type": "Specialized Skill"
    },
    {
      "name": "Active Learning",
      "type": "Common Skill"
    },
    {
      "name": "Instructing",
      "type": "Specialized Skill"
    },
    {
      "name": "Learning Strategies",
      "type": "Specialized Skill"
    },
    {
      "name": "Telecommunications",
      "type": "Specialized Skill"
    },
    {
      "name": "Finger Dexterity",
      "type": "Common Skill"
    },
    {
      "name": "Systems Analysis",
      "type": "Specialized Skill"
    },
    {
      "name": "Psychology",
      "type": "Specialized Skill"
    },
    {
      "name": "Visualization",
      "type": "Specialized Skill"
    },
    {
      "name": "Tax Software",
      "type": "Specialized Skill"
    },
    {
      "name": "Skype",
      "type": "Common Skill"
    },
    {
      "name": "Microsoft Publisher",
      "type": "Specialized Skill"
    },
    {
      "name": "Microsoft OneNote",
      "type": "Specialized Skill"
    },
    {
      "name": "Microsoft Internet Explorer",
      "type": "Common Skill"
    }
  ],
  "tools": [
    {
      "example": "Microsoft Excel",
      "category": "Spreadsheet software",
      "hot": true,
      "inDemand": true
    },
    {
      "example": "Microsoft Office software",
      "category": "Office suite software",
      "hot": true,
      "inDemand": true
    },
    {
      "example": "Microsoft Outlook",
      "category": "Electronic mail software",
      "hot": true,
      "inDemand": true
    },
    {
      "example": "Adobe Acrobat",
      "category": "Document management software",
      "hot": true,
      "inDemand": false
    },
    {
      "example": "Adobe Creative Cloud software",
      "category": "Graphics or photo imaging software",
      "hot": true,
      "inDemand": false
    },
    {
      "example": "Adobe Illustrator",
      "category": "Graphics or photo imaging software",
      "hot": true,
      "inDemand": false
    },
    {
      "example": "Adobe Photoshop",
      "category": "Graphics or photo imaging software",
      "hot": true,
      "inDemand": false
    },
    {
      "example": "Apple macOS",
      "category": "Operating system software",
      "hot": true,
      "inDemand": false
    },
    {
      "example": "Facebook",
      "category": "Web page creation and editing software",
      "hot": true,
      "inDemand": false
    },
    {
      "example": "Google Docs",
      "category": "Word processing software",
      "hot": true,
      "inDemand": false
    },
    {
      "example": "Intuit QuickBooks",
      "category": "Accounting software",
      "hot": true,
      "inDemand": false
    },
    {
      "example": "Kronos Workforce Timekeeper",
      "category": "Time accounting software",
      "hot": true,
      "inDemand": false
    },
    {
      "example": "MEDITECH software",
      "category": "Medical software",
      "hot": true,
      "inDemand": false
    },
    {
      "example": "Microsoft Access",
      "category": "Data base user interface and query software",
      "hot": true,
      "inDemand": false
    },
    {
      "example": "Microsoft PowerPoint",
      "category": "Presentation software",
      "hot": true,
      "inDemand": false
    },
    {
      "example": "Microsoft SharePoint",
      "category": "Document management software",
      "hot": true,
      "inDemand": false
    },
    {
      "example": "Microsoft Teams",
      "category": "Project management software",
      "hot": true,
      "inDemand": false
    },
    {
      "example": "Microsoft Windows",
      "category": "Operating system software",
      "hot": true,
      "inDemand": false
    },
    {
      "example": "Microsoft Word",
      "category": "Word processing software",
      "hot": true,
      "inDemand": false
    },
    {
      "example": "Oracle Database",
      "category": "Data base user interface and query software",
      "hot": true,
      "inDemand": false
    },
    {
      "example": "Oracle PeopleSoft",
      "category": "Enterprise resource planning ERP software",
      "hot": true,
      "inDemand": false
    },
    {
      "example": "Salesforce software",
      "category": "Customer relationship management CRM software",
      "hot": true,
      "inDemand": false
    },
    {
      "example": "SAP software",
      "category": "Enterprise resource planning ERP software",
      "hot": true,
      "inDemand": false
    },
    {
      "example": "Slack",
      "category": "Cloud-based data access and sharing software",
      "hot": true,
      "inDemand": false
    },
    {
      "example": "Yardi software",
      "category": "Data base user interface and query software",
      "hot": true,
      "inDemand": false
    },
    {
      "example": "Zoom",
      "category": "Video conferencing software",
      "hot": true,
      "inDemand": false
    },
    {
      "example": "Active Data Online WebChat",
      "category": "Network conferencing software",
      "hot": false,
      "inDemand": false
    },
    {
      "example": "ADP Workforce Now",
      "category": "Human resources software",
      "hot": false,
      "inDemand": false
    },
    {
      "example": "Airtable",
      "category": "Data base user interface and query software",
      "hot": false,
      "inDemand": false
    },
    {
      "example": "Apple Keynote",
      "category": "Presentation software",
      "hot": false,
      "inDemand": false
    },
    {
      "example": "Applied Systems Vision",
      "category": "Customer relationship management CRM software",
      "hot": false,
      "inDemand": false
    },
    {
      "example": "AS/400 Database",
      "category": "Data base user interface and query software",
      "hot": false,
      "inDemand": false
    },
    {
      "example": "Astute Solutions PowerCenter",
      "category": "Electronic mail software",
      "hot": false,
      "inDemand": false
    },
    {
      "example": "Austin Logistics CallSelect",
      "category": "Customer relationship management CRM software",
      "hot": false,
      "inDemand": false
    },
    {
      "example": "Austin Logistics CallTech",
      "category": "Customer relationship management CRM software",
      "hot": false,
      "inDemand": false
    },
    {
      "example": "Austin Logistics Valeo",
      "category": "Customer relationship management CRM software",
      "hot": false,
      "inDemand": false
    },
    {
      "example": "Avidian Technologies Prophet",
      "category": "Customer relationship management CRM software",
      "hot": false,
      "inDemand": false
    },
    {
      "example": "Blackbaud The Raiser's Edge",
      "category": "Customer relationship management CRM software",
      "hot": false,
      "inDemand": false
    },
    {
      "example": "Citrix cloud computing software",
      "category": "Access software",
      "hot": false,
      "inDemand": false
    },
    {
      "example": "Customer account management software",
      "category": "Customer relationship management CRM software",
      "hot": false,
      "inDemand": false
    }
  ],
  "workContext": [
    {
      "name": "Telephone Conversations",
      "value": 5
    },
    {
      "name": "Contact With Others",
      "value": 4.85
    },
    {
      "name": "Indoors, Environmentally Controlled",
      "value": 4.83
    },
    {
      "name": "Deal With External Customers or the Public in General",
      "value": 4.79
    },
    {
      "name": "Time Pressure",
      "value": 4.55
    },
    {
      "name": "Importance of Being Exact or Accurate",
      "value": 4.53
    },
    {
      "name": "Importance of Repeating Same Tasks",
      "value": 4.45
    },
    {
      "name": "E-Mail",
      "value": 4.33
    },
    {
      "name": "Dealing With Unpleasant, Angry, or Discourteous People",
      "value": 4.21
    },
    {
      "name": "Spend Time Making Repetitive Motions",
      "value": 4.2
    },
    {
      "name": "Work With or Contribute to a Work Group or Team",
      "value": 4.03
    },
    {
      "name": "Spend Time Sitting",
      "value": 4
    },
    {
      "name": "Spend Time Using Your Hands to Handle, Control, or Feel Objects, Tools, or Controls",
      "value": 3.99
    },
    {
      "name": "Frequency of Decision Making",
      "value": 3.89
    },
    {
      "name": "Impact of Decisions on Co-workers or Company Results",
      "value": 3.86
    },
    {
      "name": "Face-to-Face Discussions with Individuals and Within Teams",
      "value": 3.61
    },
    {
      "name": "Coordinate or Lead Others in Accomplishing Work Activities",
      "value": 3.6
    },
    {
      "name": "Determine Tasks, Priorities and Goals",
      "value": 3.37
    },
    {
      "name": "Conflict Situations",
      "value": 3.32
    },
    {
      "name": "Physical Proximity",
      "value": 3.24
    },
    {
      "name": "Spend Time Standing",
      "value": 3.23
    },
    {
      "name": "Freedom to Make Decisions",
      "value": 3.05
    },
    {
      "name": "Work Outcomes and Results of Other Workers",
      "value": 2.91
    },
    {
      "name": "Level of Competition",
      "value": 2.91
    },
    {
      "name": "Exposed to Sounds, Noise Levels that are Distracting or Uncomfortable",
      "value": 2.65
    },
    {
      "name": "Written Letters and Memos",
      "value": 2.57
    },
    {
      "name": "Health and Safety of Other Workers",
      "value": 2.36
    },
    {
      "name": "Degree of Automation",
      "value": 2.26
    },
    {
      "name": "Consequence of Error",
      "value": 2.16
    },
    {
      "name": "Spend Time Bending or Twisting Your Body",
      "value": 2.12
    },
    {
      "name": "Spend Time Walking or Running",
      "value": 1.94
    },
    {
      "name": "Dealing with Violent or Physically Aggressive People",
      "value": 1.71
    },
    {
      "name": "Exposed to Disease or Infections",
      "value": 1.68
    },
    {
      "name": "Public Speaking",
      "value": 1.65
    },
    {
      "name": "Spend Time Kneeling, Crouching, Stooping, or Crawling",
      "value": 1.52
    },
    {
      "name": "Wear Common Protective or Safety Equipment such as Safety Shoes, Glasses, Gloves, Hearing Protection, Hard Hats, or Life Jackets",
      "value": 1.48
    },
    {
      "name": "Exposed to Contaminants",
      "value": 1.44
    },
    {
      "name": "Exposed to High Places",
      "value": 1.43
    },
    {
      "name": "Pace Determined by Speed of Equipment",
      "value": 1.4
    },
    {
      "name": "Outdoors, Exposed to All Weather Conditions",
      "value": 1.29
    }
  ],
  "preparation": {
    "jobZone": "2",
    "jobZoneName": "Job Zone 1-2: Very Little to Some Preparation Needed",
    "education": "Usually requires a high school diploma or GED, though some occupations may not.",
    "experience": "Some occupations may need little or no previous experience; others require several months to a year of experience. For example, landscaping and groundskeeping workers might require very little training or previous experience, while agricultural equipment operators can benefit from on-the job training.",
    "svpRange": "(Below 6.0)",
    "educationDistribution": [
      {
        "label": "High School Diploma",
        "percentage": 54.76
      },
      {
        "label": "Some College Courses",
        "percentage": 17.36
      },
      {
        "label": "Bachelor's Degree",
        "percentage": 14.22
      },
      {
        "label": "Associate's Degree (or other 2-year degree)",
        "percentage": 13.67
      }
    ]
  },
  "personFit": [
    {
      "name": "Conventional",
      "family": "career_interest_type",
      "value": 6.32
    },
    {
      "name": "Dependability",
      "family": "work_style",
      "value": 6
    },
    {
      "name": "Office Work",
      "family": "specific_interest_area",
      "value": 5.79
    },
    {
      "name": "Enterprising",
      "family": "career_interest_type",
      "value": 5.08
    },
    {
      "name": "Cooperation",
      "family": "work_style",
      "value": 5
    },
    {
      "name": "Social Orientation",
      "family": "work_style",
      "value": 4
    },
    {
      "name": "Social",
      "family": "career_interest_type",
      "value": 3.77
    },
    {
      "name": "Personal Service",
      "family": "specific_interest_area",
      "value": 3.68
    },
    {
      "name": "Self-Control",
      "family": "work_style",
      "value": 3
    },
    {
      "name": "Accounting",
      "family": "specific_interest_area",
      "value": 2.46
    },
    {
      "name": "Sales",
      "family": "specific_interest_area",
      "value": 2.41
    },
    {
      "name": "Empathy",
      "family": "work_style",
      "value": 2.14
    },
    {
      "name": "Management/Administration",
      "family": "specific_interest_area",
      "value": 2.09
    },
    {
      "name": "Optimism",
      "family": "work_style",
      "value": 2.06
    },
    {
      "name": "Realistic",
      "family": "career_interest_type",
      "value": 1.97
    }
  ],
  "relatedRoles": [
    {
      "socCode": "41-3091.00",
      "slug": "role-41-3091-00",
      "title": "Sales Representatives of Services, Except Advertising, Insurance, Financial Services, and Travel",
      "tier": "Primary-Short"
    },
    {
      "socCode": "41-9041.00",
      "slug": "role-41-9041-00",
      "title": "Telemarketers",
      "tier": "Primary-Short"
    },
    {
      "socCode": "43-9041.00",
      "slug": "role-43-9041-00",
      "title": "Insurance Claims and Policy Processing Clerks",
      "tier": "Primary-Short"
    },
    {
      "socCode": "43-4041.00",
      "slug": "role-43-4041-00",
      "title": "Credit Authorizers, Checkers, and Clerks",
      "tier": "Primary-Short"
    },
    {
      "socCode": "43-4141.00",
      "slug": "role-43-4141-00",
      "title": "New Accounts Clerks",
      "tier": "Primary-Short"
    },
    {
      "socCode": "43-4171.00",
      "slug": "role-43-4171-00",
      "title": "Receptionists and Information Clerks",
      "tier": "Primary-Long"
    },
    {
      "socCode": "43-3021.00",
      "slug": "role-43-3021-00",
      "title": "Billing and Posting Clerks",
      "tier": "Primary-Long"
    },
    {
      "socCode": "43-4011.00",
      "slug": "role-43-4011-00",
      "title": "Brokerage Clerks",
      "tier": "Primary-Long"
    },
    {
      "socCode": "43-3011.00",
      "slug": "role-43-3011-00",
      "title": "Bill and Account Collectors",
      "tier": "Primary-Long"
    },
    {
      "socCode": "43-4151.00",
      "slug": "role-43-4151-00",
      "title": "Order Clerks",
      "tier": "Primary-Long"
    },
    {
      "socCode": "41-1012.00",
      "slug": "role-41-1012-00",
      "title": "First-Line Supervisors of Non-Retail Sales Workers",
      "tier": "Supplemental"
    },
    {
      "socCode": "41-2021.00",
      "slug": "role-41-2021-00",
      "title": "Counter and Rental Clerks",
      "tier": "Supplemental"
    }
  ],
  "careerClusters": [
    {
      "cluster": "Marketing & Sales",
      "slug": "marketing-sales"
    }
  ],
  "educationLevel": {
    "category": "High school diploma or equivalent",
    "slug": "high-school-diploma-or-equivalent"
  },
  "studyPrograms": [
    {
      "title": "Business, Management, Marketing, and Related Support Services",
      "slug": "business-management-marketing-and-related-support-services"
    }
  ],
  "market": {
    "medianWage": 42830,
    "meanWage": 45380,
    "pct10Wage": 30690,
    "pct25Wage": 35970,
    "pct75Wage": 50140,
    "pct90Wage": 62730,
    "employment": 2725930,
    "areaTitle": "U.S."
  },
  "industries": {
    "top": [
      {
        "naics": "52",
        "slug": "52",
        "title": "Finance and Insurance",
        "level": "Sector",
        "employment": 487850,
        "medianWage": 46660,
        "lq": 4.43
      },
      {
        "naics": "44-45",
        "slug": "44-45",
        "title": "Retail Trade",
        "level": "Sector",
        "employment": 472080,
        "medianWage": 36390,
        "lq": 1.71
      },
      {
        "naics": "56",
        "slug": "56",
        "title": "Administrative and Support and Waste Management and Remediation Services",
        "level": "Sector",
        "employment": 405860,
        "medianWage": 37550,
        "lq": 2.54
      },
      {
        "naics": "54",
        "slug": "54",
        "title": "Professional, Scientific, and Technical Services",
        "level": "Sector",
        "employment": 195800,
        "medianWage": 44610,
        "lq": 1.03
      },
      {
        "naics": "42",
        "slug": "42",
        "title": "Wholesale Trade",
        "level": "Sector",
        "employment": 172500,
        "medianWage": 47530,
        "lq": 1.62
      },
      {
        "naics": "62",
        "slug": "62",
        "title": "Health Care and Social Assistance",
        "level": "Sector",
        "employment": 164740,
        "medianWage": 42380,
        "lq": 0.4
      },
      {
        "naics": "31-33",
        "slug": "31-33",
        "title": "Manufacturing",
        "level": "Sector",
        "employment": 132160,
        "medianWage": 49330,
        "lq": 0.59
      },
      {
        "naics": "524210",
        "slug": "524210",
        "title": "Insurance Agencies and Brokerages",
        "level": "National industry",
        "employment": 125640,
        "medianWage": 45260,
        "lq": 7.18
      },
      {
        "naics": "55",
        "slug": "55",
        "title": "Management of Companies and Enterprises",
        "level": "Sector",
        "employment": 116740,
        "medianWage": 47170,
        "lq": 2.35
      },
      {
        "naics": "51",
        "slug": "51",
        "title": "Information",
        "level": "Sector",
        "employment": 112270,
        "medianWage": 47900,
        "lq": 2.18
      },
      {
        "naics": "48-49",
        "slug": "48-49",
        "title": "Transportation and Warehousing",
        "level": "Sector",
        "employment": 107050,
        "medianWage": 45210,
        "lq": 0.82
      },
      {
        "naics": "81",
        "slug": "81",
        "title": "Other Services (except Public Administration)",
        "level": "Sector",
        "employment": 68730,
        "medianWage": 38030,
        "lq": 0.88
      }
    ],
    "concentrated": [
      {
        "naics": "524114",
        "slug": "524114",
        "title": "Direct Health and Medical Insurance Carriers",
        "level": "National industry",
        "employment": 68480,
        "lq": 8.63
      },
      {
        "naics": "524210",
        "slug": "524210",
        "title": "Insurance Agencies and Brokerages",
        "level": "National industry",
        "employment": 125640,
        "lq": 7.18
      },
      {
        "naics": "52",
        "slug": "52",
        "title": "Finance and Insurance",
        "level": "Sector",
        "employment": 487850,
        "lq": 4.43
      },
      {
        "naics": "22",
        "slug": "22",
        "title": "Utilities",
        "level": "Sector",
        "employment": 26540,
        "lq": 2.59
      },
      {
        "naics": "56",
        "slug": "56",
        "title": "Administrative and Support and Waste Management and Remediation Services",
        "level": "Sector",
        "employment": 405860,
        "lq": 2.54
      },
      {
        "naics": "713940",
        "slug": "713940",
        "title": "Fitness and Recreational Sports Centers",
        "level": "National industry",
        "employment": 27800,
        "lq": 2.49
      },
      {
        "naics": "55",
        "slug": "55",
        "title": "Management of Companies and Enterprises",
        "level": "Sector",
        "employment": 116740,
        "lq": 2.35
      },
      {
        "naics": "51",
        "slug": "51",
        "title": "Information",
        "level": "Sector",
        "employment": 112270,
        "lq": 2.18
      }
    ],
    "count": 64
  },
  "aiSignals": [
    {
      "source": "frey_osborne",
      "label": "Computerization probability",
      "score": 0.55,
      "scale": "0-1 probability",
      "release": "2013-baseline-2016-employment-snapshot"
    },
    {
      "source": "felten_aioe",
      "label": "AI occupational exposure",
      "score": 0.9562519,
      "scale": "relative exposure score",
      "release": "2021-plus-generative-ai-workbooks"
    },
    {
      "source": "felten_image_generation_aioe",
      "label": "Image generation occupational exposure",
      "score": 0.415471,
      "scale": "relative exposure score",
      "release": "2021-plus-generative-ai-workbooks"
    },
    {
      "source": "felten_language_modeling_aioe",
      "label": "Language modeling occupational exposure",
      "score": 1.075894,
      "scale": "relative exposure score",
      "release": "2021-plus-generative-ai-workbooks"
    }
  ],
  "aiOutlook": {
    "index": {
      "value": 89,
      "percentile": 94,
      "band": "High",
      "version": "ai-exposure-index-v1",
      "components": [
        {
          "percentile": 72,
          "source": "felten_aioe"
        },
        {
          "percentile": 95,
          "source": "openai_gpts_are_gpts"
        },
        {
          "percentile": 99,
          "source": "microsoft_working_with_ai"
        }
      ],
      "componentCount": 3
    },
    "exposure": [
      {
        "source": "felten_aioe",
        "label": "Overall AI exposure (Felten et al.)",
        "value": 0.9562519,
        "percentile": 72,
        "band": "High",
        "note": "How much this job's abilities overlap with what AI systems can do, across many AI capabilities. A relative research score, not a forecast of job loss."
      },
      {
        "source": "eloundou_gamma",
        "label": "LLM task exposure, γ (OpenAI / Eloundou)",
        "value": 1,
        "percentile": 95,
        "band": "High",
        "note": "Share of this job's tasks where a large language model plus simple tools could cut the time to do them by at least half. γ is capped at 1.0 and many jobs reach that ceiling, so treat a top score as 'in the top group', not a precise rank."
      },
      {
        "source": "microsoft_applicability",
        "label": "AI assistant applicability (Microsoft)",
        "value": 0.4078036834419938,
        "percentile": 99,
        "band": "High",
        "note": "How applicable today's AI assistants are to this job's activities, measured from real Microsoft Copilot conversations. Applicability is not the same as replacement."
      }
    ],
    "freyHistorical": {
      "source": "frey",
      "label": "Computerization probability (Frey & Osborne, 2013)",
      "value": 0.55,
      "percentile": 49,
      "band": "Moderate",
      "note": "A pre-LLM (2013) estimate of how automatable this job is by computerization and robotics. Shown for historical context only — it is not part of any current AI ranking."
    },
    "teleworkable": true,
    "eloundou": {
      "alpha": 0.13636363636363635,
      "beta": 0.5681818181818182,
      "gamma": 1
    },
    "usageTasks": [
      {
        "task": "Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.",
        "usagePercent": 0.0313258753784782,
        "importance": 4.67
      },
      {
        "task": "Review insurance policy terms to determine whether a particular loss is covered by insurance.",
        "usagePercent": 0.019000940803339236,
        "importance": 4.05
      },
      {
        "task": "Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.",
        "usagePercent": 0.011400564482003541,
        "importance": 4.19
      },
      {
        "task": "Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.",
        "usagePercent": 0.0019514479743970028,
        "importance": 4.22
      },
      {
        "task": "Refer unresolved customer grievances to designated departments for further investigation.",
        "usagePercent": 0.0017460323981446867,
        "importance": 4.07
      }
    ],
    "usageRelease": "2026-01-15-v4-plus-2025-03-27-v2",
    "bls": {
      "growthPercent": -5.5,
      "growthPercentile": 11,
      "direction": "Declining",
      "annualOpeningsThousands": 341.7,
      "annualOpeningsPercentile": 99,
      "employment2024Thousands": 2814,
      "employment2034Thousands": 2660.3
    },
    "sources": [
      {
        "source": "bls_employment_projections",
        "version": "2024-2034"
      },
      {
        "source": "dingel_neiman",
        "version": "dingel-neiman-workathome"
      },
      {
        "source": "felten_aioe",
        "version": "felten-raj-seamans-aioe"
      },
      {
        "source": "frey_osborne",
        "version": "frey-osborne-automation"
      },
      {
        "source": "microsoft_working_with_ai",
        "version": "working-with-ai"
      },
      {
        "source": "openai_gpts_are_gpts",
        "version": "gpts-are-gpts"
      }
    ]
  },
  "aiPlaybook": {
    "trustedTaskCount": 4,
    "taskCount": 5,
    "totalSample": 749,
    "autonomyMedian": 3,
    "dominantCollaboration": "directive",
    "automationShare": 41.24,
    "augmentationShare": 35.45,
    "workUsePercent": 47.03,
    "collaboration": [
      {
        "label": "directive",
        "percent": 37.93
      },
      {
        "label": "task iteration",
        "percent": 27.59
      },
      {
        "label": "none",
        "percent": 11.59
      },
      {
        "label": "learning",
        "percent": 7.86
      },
      {
        "label": "feedback loop",
        "percent": 3.31
      }
    ],
    "useCase": [
      {
        "label": "personal",
        "percent": 51.17
      },
      {
        "label": "work",
        "percent": 47.03
      }
    ],
    "delegatedTasks": [
      {
        "task": "Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.",
        "usagePercent": 0.029303662957869733,
        "collaboration": "directive",
        "autonomyMedian": 3,
        "sampleCount": 293
      },
      {
        "task": "Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.",
        "usagePercent": 0.025803225403175395,
        "collaboration": "directive",
        "autonomyMedian": 3,
        "sampleCount": 258
      },
      {
        "task": "Review insurance policy terms to determine whether a particular loss is covered by insurance.",
        "usagePercent": 0.009101137642205276,
        "collaboration": "learning",
        "autonomyMedian": 3,
        "sampleCount": 91
      },
      {
        "task": "Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.",
        "usagePercent": 0.008301037629703713,
        "collaboration": "task iteration",
        "autonomyMedian": 3,
        "sampleCount": 83
      }
    ],
    "boundaryTasks": [
      {
        "task": "Review insurance policy terms to determine whether a particular loss is covered by insurance.",
        "humanNeededPercent": 97.8021978021978,
        "sampleCount": 91
      },
      {
        "task": "Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.",
        "humanNeededPercent": 96.3855421686747,
        "sampleCount": 83
      },
      {
        "task": "Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.",
        "humanNeededPercent": 96.12403100775194,
        "sampleCount": 258
      },
      {
        "task": "Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.",
        "humanNeededPercent": 89.76109215017065,
        "sampleCount": 293
      }
    ],
    "seedPrompts": [
      {
        "prompt": "Do this for me: keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. Give me a finished draft I can review and adjust.",
        "collaboration": "directive"
      },
      {
        "prompt": "Do this for me: confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints. Give me a finished draft I can review and adjust.",
        "collaboration": "directive"
      },
      {
        "prompt": "Teach me how to review insurance policy terms to determine whether a particular loss is covered by insurance, then check my work as I try it myself.",
        "collaboration": "learning"
      },
      {
        "prompt": "Let's work through this together, step by step: resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills. I'll give feedback as we go.",
        "collaboration": "task iteration"
      }
    ],
    "release": "2026-01-15-v4-plus-2025-03-27-v2"
  },
  "counts": {
    "tasks": 13,
    "skills": 68,
    "capabilities": 120,
    "tools": 112,
    "relatedRoles": 20
  },
  "source": {
    "dataset": "gold.onet_role_starter_surface",
    "version": "30.3",
    "generatedAt": "2026-06-02T21:00:32.945303+00:00",
    "contentHash": "746f52dcd6f29a24"
  }
}