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       CODE: 241.367-014 Buy the DOT:Download/CD-ROM
TITLE(s): CUSTOMER-COMPLAINT CLERK (clerical) alternate titles: adjustment clerk;
consumer-relations-complaint clerk
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.).
GOE: 07.05.02 STRENGTH: S GED: R4 M3 L4 SVP: 5 DLU: 89
ONET CROSSWALK: 53123 Adjustment Clerks
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