Adjustment Clerks
Description OES Code: 531230
Investigate and resolve customers' inquiries concerning merchandise, service, billing, or credit rating. Examine pertinent information to determine accuracy of customers' complaints and responsibility for errors. Notify customers and appropriate personnel of findings, adjustments, and recommendations, such as exchange of merchandise, refund of money, credit to customers' accounts, or adjustment to customers' bills.

Wages, California
Entry-Level Hourly Wage $8.18
25th Percentile $9.52
50th Percentile $11.81
75th Percentile $15.01

Wages by California County
• OES Survey
• CCOIS Survey

Hours & Benefits
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.

Employment Trends, California
Employment 1998 40,700
Projected Employment 2008 55,900
Percent Change 1998-2008 37.3
Separations 1998-2008 3,100

Employment Trends, San Joaquin County
Employment 1999 550
Projected Employment 2006 710
Percent Change 1999-2006 29.1%
Separations 1999-2006 30

Employment Trends by California County

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.

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.

Getting the Job & Other Information
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.

For current job listings, browse CalJOBS or America's Job Bank.

Education and Training
Many employers do not 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.

Skills & Other Requirements
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.

References
California Occupational Guide: # 562

Related Occupations: Data Entry Keyers, File Clerks, General Office Clerks

Training: California Training and Education Providers (CTEP)