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.
Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Actively looking for ways to help people.
Talking to others to convey information effectively.
Understanding written sentences and paragraphs in work-related documents.
Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
Managing one's own time and the time of others.
Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
Bringing others together and trying to reconcile differences.
Persuading others to change their minds or behavior.
Being aware of others' reactions and understanding why they react as they do.
Communicating effectively in writing as appropriate for the needs of the audience.
Understanding the implications of new information for both current and future problem-solving and decision-making.
Adjusting actions in relation to others' actions.
Considering the relative costs and benefits of potential actions to choose the most appropriate one.
Teaching others how to do something.
Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.
Motivating, developing, and directing people as they work, identifying the best people for the job.
Using mathematics to solve problems.
Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes.
Identifying measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system.
Generating or adapting equipment and technology to serve user needs.
Watching gauges, dials, or other indicators to make sure a machine is working properly.
Analyzing needs and product requirements to create a design.
Writing computer programs for various purposes.
Determining how money will be spent to get the work done, and accounting for these expenditures.
Obtaining and seeing to the appropriate use of equipment, facilities, and materials needed to do certain work.
Conducting tests and inspections of products, services, or processes to evaluate quality or performance.
Performing routine maintenance on equipment and determining when and what kind of maintenance is needed.
Determining the kind of tools and equipment needed to do a job.
Installing equipment, machines, wiring, or programs to meet specifications.
Controlling operations of equipment or systems.
Repairing machines or systems using the needed tools.
Using scientific rules and methods to solve problems.
Determining causes of operating errors and deciding what to do about it.
The ability to listen to and understand information and ideas presented through spoken words and sentences.
The ability to communicate information and ideas in speaking so others will understand.
The ability to speak clearly so others can understand you.
The ability to identify and understand the speech of another person.
The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing that there is a problem.
The ability to see details at close range (within a few feet of the observer).
The ability to communicate information and ideas in writing so others will understand.
The ability to read and understand information and ideas presented in writing.
The ability to apply general rules to specific problems to produce answers that make sense.
The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
The ability to concentrate on a task over a period of time without being distracted.
The ability to generate or use different sets of rules for combining or grouping things in different ways.
The ability to identify or detect a known pattern (a figure, object, word, or sound) that is hidden in other distracting material.
The ability to come up with a number of ideas about a topic (the number of ideas is important, not their quality, correctness, or creativity).
The ability to choose the right mathematical methods or formulas to solve a problem.
The ability to come up with unusual or clever ideas about a given topic or situation, or to develop creative ways to solve a problem.
The ability to remember information such as words, numbers, pictures, and procedures.
The ability to make precisely coordinated movements of the fingers of one or both hands to grasp, manipulate, or assemble very small objects.
The ability to add, subtract, multiply, or divide quickly and correctly.
The ability to quickly and accurately compare similarities and differences among sets of letters, numbers, objects, pictures, or patterns. The things to be compared may be presented at the same time or one after the other. This ability also includes comparing a presented object with a remembered object.
The ability to quickly make sense of, combine, and organize information into meaningful patterns.
The ability to focus on a single source of sound in the presence of other distracting sounds.
The ability to see details at a distance.
The ability to shift back and forth between two or more activities or sources of information (such as speech, sounds, touch, or other sources).
The ability to imagine how something will look after it is moved around or when its parts are moved or rearranged.
The ability to keep your hand and arm steady while moving your arm or while holding your arm and hand in one position.
The ability to detect or tell the differences between sounds that vary in pitch and loudness.
The ability to quickly move your hand, your hand together with your arm, or your two hands to grasp, manipulate, or assemble objects.
The ability to match or detect differences between colors, including shades of color and brightness.
The ability to quickly and repeatedly adjust the controls of a machine or a vehicle to exact positions.
The ability to make fast, simple, repeated movements of the fingers, hands, and wrists.
The ability to exert muscle force repeatedly or continuously over time. This involves muscular endurance and resistance to muscle fatigue.
The ability to bend, stretch, twist, or reach with your body, arms, and/or legs.
The ability to exert maximum muscle force to lift, push, pull, or carry objects.
The ability to use your abdominal and lower back muscles to support part of the body repeatedly or continuously over time without "giving out" or fatiguing.
The ability to judge which of several objects is closer or farther away from you, or to judge the distance between you and an object.
The ability to use short bursts of muscle force to propel oneself (as in jumping or sprinting), or to throw an object.
The ability to coordinate the movement of your arms, legs, and torso together when the whole body is in motion.
The ability to coordinate two or more limbs (for example, two arms, two legs, or one leg and one arm) while sitting, standing, or lying down. It does not involve performing the activities while the whole body is in motion.
The ability to exert yourself physically over long periods of time without getting winded or out of breath.
The ability to keep or regain your body balance or stay upright when in an unstable position.
The ability to quickly and repeatedly bend, stretch, twist, or reach out with your body, arms, and/or legs.
The ability to see objects in the presence of a glare or bright lighting.
The ability to see under low-light conditions.
The ability to see objects or movement of objects to one's side when the eyes are looking ahead.
The ability to time your movements or the movement of a piece of equipment in anticipation of changes in the speed and/or direction of a moving object or scene.
The ability to quickly respond (with the hand, finger, or foot) to a signal (sound, light, picture) when it appears.
The ability to choose quickly between two or more movements in response to two or more different signals (lights, sounds, pictures). It includes the speed with which the correct response is started with the hand, foot, or other body part.
The ability to tell the direction from which a sound originated.
The ability to know your location in relation to the environment or to know where other objects are in relation to you.
The ability to quickly move the arms and legs.
Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Knowledge of the structure and content of the English language including the meaning and spelling of words, and rules of composition and grammar.
Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.
Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
Knowledge of administrative and office procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and workplace terminology.
Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
Knowledge of economic and accounting principles and practices, the financial markets, banking, and the analysis and reporting of financial data.
Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions.
Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
Knowledge of principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor relations and negotiation, and personnel information systems.
Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
Knowledge of human behavior and performance; individual differences in ability, personality, and interests; learning and motivation; psychological research methods; and the assessment and treatment of behavioral and affective disorders.
Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media.
Knowledge of principles and methods for moving people or goods by air, rail, sea, or road, including the relative costs and benefits.
Knowledge of laws, legal codes, court procedures, precedents, government regulations, executive orders, agency rules, and the democratic political process.
Knowledge of raw materials, production processes, quality control, costs, and other techniques for maximizing the effective manufacture and distribution of goods.
Knowledge of group behavior and dynamics, societal trends and influences, human migrations, ethnicity, cultures, and their history and origins.
Knowledge of the information and techniques needed to diagnose and treat human injuries, diseases, and deformities. This includes symptoms, treatment alternatives, drug properties and interactions, and preventive health-care measures.
Knowledge of principles and methods for describing the features of land, sea, and air masses, including their physical characteristics, locations, interrelationships, and distribution of plant, animal, and human life.
Knowledge of the practical application of engineering science and technology. This includes applying principles, techniques, procedures, and equipment to the design and production of various goods and services.
Knowledge of principles, methods, and procedures for diagnosis, treatment, and rehabilitation of physical and mental dysfunctions, and for career counseling and guidance.
Knowledge of the structure and content of a foreign (non-English) language including the meaning and spelling of words, rules of composition and grammar, and pronunciation.
Knowledge of different philosophical systems and religions. This includes their basic principles, values, ethics, ways of thinking, customs, practices, and their impact on human culture.
Knowledge of machines and tools, including their designs, uses, repair, and maintenance.
Knowledge of materials, methods, and the tools involved in the construction or repair of houses, buildings, or other structures such as highways and roads.
Knowledge of the chemical composition, structure, and properties of substances and of the chemical processes and transformations that they undergo. This includes uses of chemicals and their interactions, danger signs, production techniques, and disposal methods.
Knowledge of design techniques, tools, and principles involved in production of precision technical plans, blueprints, drawings, and models.
Knowledge and prediction of physical principles, laws, their interrelationships, and applications to understanding fluid, material, and atmospheric dynamics, and mechanical, electrical, atomic and sub-atomic structures and processes.
Knowledge of plant and animal organisms, their tissues, cells, functions, interdependencies, and interactions with each other and the environment.
Knowledge of techniques and equipment for planting, growing, and harvesting food products (both plant and animal) for consumption, including storage/handling techniques.
Knowledge of the theory and techniques required to compose, produce, and perform works of music, dance, visual arts, drama, and sculpture.
Knowledge of historical events and their causes, indicators, and effects on civilizations and cultures.
How often do you have telephone conversations in this job?
How much does this job require the worker to be in contact with others (face-to-face, by telephone, or otherwise) in order to perform it?
How often does this job require working indoors in an environmentally controlled environment (like a warehouse with air conditioning)?
How important is it to deal with external customers (as in retail sales) or the public in general (as in police work) in this job?
How often does this job require the worker to meet strict deadlines?
How important is being very exact or highly accurate in performing this job?
How important are continuous, repetitive, physical activities (like key entry) or mental activities (like checking entries in a ledger) to performing this job?
How frequently does your job require you to use E-mail?
How frequently does the worker have to deal with unpleasant, angry, or discourteous individuals as part of the job requirements?
How much does this job require making repetitive motions?
How important is it to work with or contribute to a work group or team in this job?
How much does this job require sitting?
How much does this job require using your hands to handle, control, or feel objects, tools or controls?
How often is the worker required to make decisions that affect other people, the financial resources, and/or the image and reputation of the organization?
What results do your decisions usually have on other people or the image or reputation or financial resources of your employer?
How important is it to coordinate or lead others (not as a supervisor or team leader) in accomplishing work activities in this job?
How frequently does your job require face-to-face discussions with individuals and within teams?
How much freedom does the worker have in determining the tasks, priorities, or goals of the job?
How frequently are there conflict situations the employee has to face in this job?
To what extent does this job require the worker to perform job tasks physically close to other people?
How much does this job require standing?
How much decision making freedom, without supervision, does the job offer?
Number of hours typically worked in one week.
To what extent does this job require the worker to compete or to be aware of competitive pressures?
How responsible is the worker for work outcomes and results of other workers?
How often does this job require working exposed to sounds and noise levels that are distracting or uncomfortable?
How frequently does your job require written letters and memos?
How much responsibility is there for the health and safety of others in this job?
How automated is the job?
How serious would the result usually be if the worker made a mistake that was not easily correctable?
How much does this job require bending or twisting your body?
How much does this job require walking or running?
How frequently does this job require the worker to deal with physical aggression of violent individuals?
How often does this job require exposure to disease/infections?
How frequently does your job require public speaking (one speaker with an audience)?
How much does this job require kneeling, crouching, stooping or crawling?
How often does this job require wearing common protective or safety equipment such as safety shoes, glasses, gloves, hearing protection, hard hats or life-jackets?
How often does this job require working exposed to contaminants (such as pollutants, gases, dust or odors)?
How often does this job require exposure to high places?
How important is it to this job that the pace is determined by the speed of equipment or machinery? (This does not refer to keeping busy at all times on this job.)
How often does this job require exposure to minor burns, cuts, bites, or stings?
How often does this job require working outdoors, exposed to all weather conditions?
How often does this job require exposure to hazardous conditions?
How regular are the work schedules for this job?
How often does this job require working in very hot (above 90 F degrees) or very cold (below 32 F degrees) temperatures?
How often does this job require working in an environment that is not environmentally controlled (like a warehouse without air conditioning)?
How often does this job require exposure to hazardous equipment?
How often does this job require working in a closed vehicle or operate enclosed equipment (like a car)?
How often does this job require working in extremely bright or inadequate lighting conditions?
How often does this job require working in an open vehicle or operating equipment (like a tractor)?
How often does this job require working outdoors, under cover (like in an open shed)?
How much does this job require keeping or regaining your balance?
How often does this job require working in cramped work spaces that requires getting into awkward positions?
How much does this job require climbing ladders, scaffolds, poles, etc.?
How often does this job require wearing specialized protective or safety equipment such as breathing apparatus, safety harness, full protection suits, or radiation protection?
How often does this job require exposure to whole body vibration (like operating a jackhammer or earth moving equipment)?
How often does this job require exposure to radiation?
Customer relationship management CRM software
Data base user interface and query software
Enterprise resource planning ERP software
Medical software
Electronic mail software
Accounting software
Video conferencing software
Network conferencing software
Cloud-based data access and sharing software
Web page creation and editing software
Graphics or photo imaging software
Contact center software
Operating system software
Word processing software
Human resources software
Presentation software
Communications server software
Financial analysis software
Transaction security and virus protection software
Spreadsheet software
Helpdesk or call center software
Enterprise system management software
Access software
Point of sale POS software
Document management software
Computer based training software
Desktop communications software
Desktop publishing software
Video creation and editing software
Voice recognition software
Office suite software
Network security and virtual private network VPN equipment software
Instant messaging software
Fax software
Business intelligence and data analysis software
Data base reporting software
Multi-media educational software
Time accounting software
Internet browser software
Internet protocol IP multimedia subsystem software
Backup or archival software
Materials requirements planning logistics and supply chain software
Project management software
Information retrieval or search software
Mobile messaging service software
Standalone telephone caller identification
Autodialers
Automated attendant systems
Scanners
Automatic call distributor ACD
Music or message on hold player
Personal digital assistant PDAs or organizers
Cash registers
Desktop computers
Special purpose telephones
Digital telephones
Global positioning system GPS receiver
Phone headsets
Job requires being reliable, responsible, and dependable, and fulfilling obligations.
Job requires being careful about detail and thorough in completing work tasks.
Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
Job requires accepting criticism and dealing calmly and effectively with high-stress situations.
Job requires being honest and ethical.
Job requires being open to change (positive or negative) and to considerable variety in the workplace.
Job requires a willingness to take on responsibilities and challenges.
Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
Job requires developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done.
Job requires persistence in the face of obstacles.
Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.
Job requires preferring to work with others rather than alone, and being personally connected with others on the job.
Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
Job requires analyzing information and using logic to address work-related issues and problems.
Job requires a willingness to lead, take charge, and offer opinions and direction.
Job requires creativity and alternative thinking to develop new ideas for and answers to work-related problems.
Occupations that satisfy this work value allow employees to provide service to others and work with co-workers in a friendly non-competitive environment. Corresponding needs are Co-workers, Moral Values and Social Service.
Occupations that satisfy this work value offer supportive management that stands behind employees. Corresponding needs are Company Policies, Supervision: Human Relations and Supervision: Technical.
Occupations that satisfy this work value allow employees to work on their own and make decisions. Corresponding needs are Creativity, Responsibility and Autonomy.
Occupations that satisfy this work value are results oriented and allow employees to use their strongest abilities, giving them a feeling of accomplishment. Corresponding needs are Ability Utilization and Achievement.
Occupations that satisfy this work value offer advancement, potential for leadership, and are often considered prestigious. Corresponding needs are Advancement, Authority, Recognition and Social Status.
Occupations that satisfy this work value offer job security and good working conditions. Corresponding needs are Activity, Compensation, Independence, Security, Variety and Working Conditions.
Job Zone Two: Some Preparation Needed
These occupations usually require a high school diploma.
Some previous work-related skill, knowledge, or experience is usually needed. For example, a teller would benefit from experience working directly with the public.
Employees in these occupations need anywhere from a few months to one year of working with experienced employees. A recognized apprenticeship program may be associated with these occupations.
These occupations often involve using your knowledge and skills to help others. Examples include orderlies, counter and rental clerks, customer service representatives, security guards, upholsterers, tellers, and dental laboratory technicians.
SVP Range: (4.0 to < 6.0)
