ADJUSTMENT CLERKS Occupational Guide Number 562 Interest Area 7 1997
THE JOB
ADJUSTMENT CLERKS investigate and resolve customer complaints about merchandise, service, billing, or credit rating. They may work for banks, department stores, utility companies, and other large organizations selling products and services to the public. Sometimes, they are called Customer Service representatives or Customer Complaint Clerks.
Adjustment Clerks examine relevant information to determine the accuracy of a customer complaint. In a bank, a complaint may involve an ATM withdrawal made from a customer's account but the customer never withdrew the money. An Adjustment Clerk would look through videotapes of ATM transactions and review customer and bank records for the error. After an investigation, Adjustment Clerks report their findings, adjustments, or recommendations. These may include merchandise exchanges, money refunds, account credits, or bill adjustments.
An important part of an Adjustment Clerk's job is to maintain customer satisfaction. An Adjustment Clerk will check to see if the appropriate changes were made to a customer's account and send a follow up letter to the customer. In order to avoid future complaints, they also make recommendations to management to change a company's policy or procedure.
Adjustment Clerks also respond to inquires from customers. Often, they can answer these inquires with a letter. Sometimes customers make requests that Adjustment Clerks can process quickly such as requests for additional credit cards for banks and department stores.
WORKING CONDITIONS
Adjustment Clerks work in an office setting and spend most of their time sitting behind a desk and a computer researching complaints. Offices are well lighted and provide a comfortable atmosphere for work. Office size can range from a small bank to a large department store or a public utility company. An Adjustment Clerk can spend a good amount of time getting information over the telephone. But, they may also get the information needed by conducting personal interviews or through written correspondence. Adjustment Clerks frequently deal with angry or upset customers which can make the job stressful at times.
EMPLOYMENT OUTLOOK
The following information is from the California Projections of Employment published by the Labor Market Information Division.
Estimated number of workers in 1993: 40,120 Estimated number of workers in 2005: 63,190 Projected Growth 1993-2005: 58% Estimated openings due to separations by 2005: 6,600
(These figures do not include self-employment nor openings due to turnover.)
The employment for Adjustment Clerks is expected to grow much faster than the average as business establishments place an increased emphasis on maintaining good customer relations. An important part of providing good customer service is resolving customers' complaints in a friendly and timely manner. The demand for Adjustment Clerks is expected to keep pace with the growth in the number of customers.
WAGES, HOURS, AND FRINGE BENEFITS
Wages for Adjustment Clerks are determined by experience. Beginning Adjustment Clerks can earn $5.75 to $13.00 per hour. Those with some experience earn $7.00 to $14.00 per hour. Fully experienced Adjustment Clerks can earn $8.50 to $15.00 per hour.
Adjustment Clerks work a forty-hour week. They typically work 8 to 5 shifts but may work 11 to 7 in order to help customers after normal business hours.
Fringe benefits may include paid vacations, holidays, sick leave, and health and dental insurance.
ENTRANCE REQUIREMENTS AND TRAINING
Many employers do no require any formal education, but applicants should have at least a high school education. Applicants should possess basic skills in English, mathematics, and computers and have good communication and interpersonal skills. High schools, adult education, and community colleges offer courses in word processing and computers that are helpful in getting a job as an Adjustment Clerk but are not required. Many companies give on-the-job training.
Adjustment Clerks must be able to keep accurate and detailed records and work well with numbers. They should also have good negotiation skills to handle stressful situations since they frequently deal with angry clients. They must be able to make decisions using facts and perform tasks in a limited amount of time.
ADVANCEMENT
Advancement opportunities are better in larger offices or utility companies than in small offices. Adjustment Clerks can be promoted based on experience and skill. They can become administrative assistants, office managers, or records managers. Additional education is necessary to advance to professional positions. College courses in accounting, mathematics, English, and computer programming can lead to more employment opportunities within this field.
FINDING THE JOB
Those interested in a job as an Adjustment Clerk should begin their job search at wholesale and retail stores, service agencies such as doctors' offices, dentist offices, and public utilities. Job seekers should look at classified ads in newspapers under headings such as "Clerks" and "Billing". Job postings may also be available at local Employment Development Department Job Service offices.
ADDITIONAL SOURCES OF INFORMATION
Alliance of American Insurers 1501 Woodfield Road, Suite 400 West Schaumburg, IL 60173-4980 (847) 330-8500
RELATED OCCUPATIONAL GUIDES
Data Entry Keyers No. 16 File Clerks No. 261 Clerks, General Office No. 295
OCCUPATIONAL CODE REFERENCES
DOT(Dictionary of Occupational Titles, 4th ed., Rev. 1) Administrative Clerk 219.362-010 Customer Service Representative 239.362-014 Utility-Bill Complaints Investigator 241.267-034 Customer-Complaint Clerk 241.367-014
OES (Occupational Employment Statistics) System Adjustment Clerks 531230
Source: State of California, Employment Development Department,
Labor Market Information Division, Information Services Group,
(916) 262-2162.
Home 
Job Key 
Wages 
Demand