Career Overlap Transition record Edition 1 · ESCO v1.2.1
Table 1Transition record

rental service representativetocustomer service representative

A rental service representative already meets 36% of what the customer service representative role asks for. The move turns on 15 required skills not yet in the profile.

From rental service representative
36%
Overlap1
To customer service representative
13 Skills carried over
15 Required, not held
67.7 Difficulty2
Career overlap Distant match

36%

Learning distance Substantial retraining

67.7/ 100

1 Share of the customer service representative role’s weighted skill requirement already met by the rental service representative profile. Required skills count in full, supplementary skills at 0.35. Directional: the figure for the reverse move differs. 2 Combines what is missing with how specialised it is, so a gap of general skills scores easier than the same number of narrow ones.

Why

Why this move works

A customer service representative role treats 9 of its required skills as things a rental service representative already does. These are the ones it depends on most.

  • communicate with customers
  • create solutions to problems
  • guarantee customer satisfaction
  • have computer literacy
  • identify customer's needs
  • listen actively

What stands in the way is 15 required skills the profile does not yet cover. Table 3 groups them; Table 4 says which to take first.

Table 2

Table 2 · What you already bring

Of the 13 skills that carry over, these are the ones fewest other occupations ask for. A customer service representative role needs them, and most people applying for one will not have them already. This is the part of a rental service representative background worth leading with.

Skill the target role also needs Area
  • already held facilitate official agreement communication, collaboration and creativity
  • already held show diplomacy communication, collaboration and creativity
  • already held use customer relationship management software working with computers
  • already held process data information skills
  • already held perform multiple tasks at the same time management skills
  • already held provide customer follow-up services assisting and caring

All 13 carried skills, including the 9 the customer service representative role treats as required.

Table 3

Table 3 · What you would need to learn

The 26 missing skills fall into 8 areas of the ESCO skill hierarchy, numbered below in the order worth working in: the areas carrying the most required skills come first, and inside each one the required skills sit above the supplementary ones.

Skill to acquire Tier
01 communication, collaboration and creativity 5 required, 3 supplementary
  • required, not held implement customer follow-up required
  • required, not held apply conflict management required
  • required, not held apply knowledge of human behaviour required
  • required, not held ensure client orientation required
  • required, not held perform escalation procedure required
  • optional, not held carry out active selling optional
  • optional, not held contact customers optional
  • optional, not held upsell products optional
02 information skills 4 required, 1 supplementary
  • required, not held determine charges for customer services required
  • required, not held process order forms with customer's information required
  • required, not held control of expenses required
  • required, not held keep records of customer interaction required
  • optional, not held measure customer feedback optional
03 management skills 3 required
  • required, not held process refunds required
  • required, not held manage schedule of tasks required
  • required, not held process customer orders required
04 business, administration and law 1 required, 2 supplementary
  • required, not held customer service required
  • optional, not held sales activities optional
  • optional, not held relationship marketing optional
05 information and communication technologies (icts) 1 required, 2 supplementary
  • required, not held knowledge base required
  • optional, not held e-commerce systems optional
  • optional, not held data mining methods optional
06 assisting and caring 1 required
  • required, not held provide information required

2 further areas in the appendix

Table 4

Table 4 · Where to start

The 3 entries a customer service representative role is least likely to hire without. The ordering is computed from the skill data, not from what pays.

Each entry opens a course search for that skill. Career Overlap earns nothing from these links.

Appendix

Appendix · The rest of the record

All 13 skills that carry over
Skill Type
  • already held communicate with customers skill
  • already held create solutions to problems skill
  • already held guarantee customer satisfaction skill
  • already held have computer literacy skill
  • already held identify customer's needs skill
  • already held listen actively skill
  • already held perform multiple tasks at the same time skill
  • already held process data skill
  • already held provide customer follow-up services skill
  • already held facilitate official agreement skill
  • already held show diplomacy skill
  • already held speak different languages skill
  • already held use customer relationship management software skill
The 2 learning areas not shown above
Skill to acquire Tier
07 working with computers 2 supplementary
  • optional, not held perform data analysis optional
  • optional, not held use e-services optional
08 services 1 supplementary
  • optional, not held consumer protection optional
11 supplementary skills, helpful but not required
Skill to acquire Tier
  • optional, not held carry out active selling optional
  • optional, not held contact customers optional
  • optional, not held e-commerce systems optional
  • optional, not held sales activities optional
  • optional, not held consumer protection optional
  • optional, not held data mining methods optional
  • optional, not held measure customer feedback optional
  • optional, not held perform data analysis optional
  • optional, not held relationship marketing optional
  • optional, not held upsell products optional
  • optional, not held use e-services optional
30 held skills the customer service representative role does not ask for
Skill Type
  • not needed by the target role achieve sales targets skill
  • not needed by the target role agricultural equipment knowledge
  • not needed by the target role apply numeracy skills skill
  • not needed by the target role assist customers skill
  • not needed by the target role build rapport with people from different cultural backgrounds skill
  • not needed by the target role communicate by telephone skill
  • not needed by the target role company policies knowledge
  • not needed by the target role contract law knowledge
  • not needed by the target role credit card payments knowledge
  • not needed by the target role financial capability knowledge
  • not needed by the target role handle financial transactions skill
  • not needed by the target role handle rental overdues skill
  • not needed by the target role industrial tools knowledge
  • not needed by the target role machinery products knowledge
  • not needed by the target role maintain inventory of rented items skill
  • not needed by the target role manage claims process skill
  • not needed by the target role manage contracts skill
  • not needed by the target role manage theft prevention skill
  • not needed by the target role mining, construction and civil engineering machinery products knowledge
  • not needed by the target role office equipment knowledge
  • not needed by the target role operate cash register skill
  • not needed by the target role process payments skill
  • not needed by the target role product comprehension knowledge
  • not needed by the target role provide customers with price information skill
  • not needed by the target role record customers' personal data skill
  • not needed by the target role review completed contracts skill
  • not needed by the target role types of aircraft knowledge
  • not needed by the target role types of maritime vessels knowledge
  • not needed by the target role use different communication channels skill
  • not needed by the target role work independently in rental services skill
7 gaps that are knowledge rather than practice

Knowledge gaps usually close through study. Practical skill gaps usually need something you can point at.

Skill to acquire Tier
  • required, not held customer service required
  • required, not held knowledge base required
  • optional, not held e-commerce systems optional
  • optional, not held sales activities optional
  • optional, not held consumer protection optional
  • optional, not held data mining methods optional
  • optional, not held relationship marketing optional
Index

Other moves recorded from rental service representative

Full index of moves from rental service representative

Note

How this record was compiled

Both occupations are taken from ESCO, which lists the skills and knowledge each occupation is expected to have and marks every one required or optional. Nothing here is a prediction about hiring, and nothing here knows that a particular employer wants a particular certificate. Treat Table 3 as a starting point for your own research rather than a syllabus. The full method states what these figures can and cannot tell you.