Customer Service Jobs | Customer Service Manager | Customer Service Representatives
Customer Service Jobs - What is the Job of a Customer Service Agent? What do Customer Service Jobs Involve?
Customer service reps are employed by just about every sector of industry in order to resolve customer problems, and to answer customer questions about products and services. The role of a customer service representative job is to ensure that a client receives an adequate amount of service, and problem resolution services.
Customer service reps primarily communicate with customers through phone, e-mail, snail mail, or in person. They may handle a specific area of customer complaints, or deal with a more general area, depending on the size of the agency that employs them.
Most customer service representatives will answer routine questions that customers have, such as their existing credit card balance, or to check the status of a financial transaction. In order to handle a customer complaint, a customer service agent will attempt to understand the clients problem fully, and will then try to resolve the problem according to company guidelines.
If the customer is unsatisfied, or the company is in error, customer service representatives may have the authority to offer solutions such as refunds or discounts or coupons on future purchases.
Some customer service rep jobs do not deal with customer complaints at all, and are responsible for determining the best type of product or service that a customer needs. Customer service agents may try to up sell customers by offering additional products and services to an existing package.
Customer service representatives require telephones and computers to be used frequently in their line of work. Service agents will often enter customer data into a computer, in order to resolve a client’s questions, or they may relay of the call to a superior, in order to help best meet the customer’s needs.
While customer service reps spend most of their day on the phone, they may also answer e-mails and take calls, and a few spent most of their time dealing with customers on a face to face basis. Customer service telephone calls may be recorded in order to improve the quality of service and to make sure the company procedures are being followed.
Customer service representatives may multitask, such as if they are a bank teller or account clerk, and in insurance agencies, a customer service rep may interact with agents and insurance companies as opposed to private individuals.
Customer service reps employed by communications companies such as cable television and satellite television, or lack trickle and gas companies, may answer customer questions about turning on service, in addition to resolving utility billing complaints.
Working Conditions for Customer Service Jobs - How is the Working Environment for Customer Service Employment Jobs?
Customer service jobs usually involve office environments, working in a cubicle with the telephone and a computer. Customer service hours may be around the clock, requiring agents to work early morning and evening shifts. Holiday work may also be necessary, in order to meet the needs of clients.
Customer service call centers are usually busy and noisy, and the work itself is very repetitive, with little time for breaks. Repetitive motion injuries such as carpal tunnel syndrome or back pain can result from using a computer day after day for long periods of time.
Most customer service rep jobs involve a 40 hour workweek and may require dealing with angry customers, which can be difficult.
Customer Service Education - How to Become a Customer Service Representative - How to Receive Your Customer Service Training
Customer service reps have a high school education, although some more advanced customer service jobs may require an associate’s degree. Customer service training usually requires teaching customer service skills, information on company services, how to resolve common problems with customers, and how to use unique computer and telephoning systems that the customer service company utilizes.
Continuing education for customer service representatives is necessary as product services expand, and company policies change.
Customer Service Training Requirements - How to Become a Customer Service Rep
Customer service qualifications include natural problem solving skills and an ability to interact with the public on a positive basis. Enhanced verbal skills and an ability to listen are all useful interpersonal skills that will help in resolving customer problems.
Customer service reps most often deal patiently with customers, remaining courteous, even in the face of angry people. Customer service agents should have fluency in English, although speaking Spanish may be helpful in some positions. Some service workers may have to be licensed if they are working in an insurance customer service industry.
Customer service jobs are usually entry level positions, and with time, customer service reps can usually move up to higher and more advanced positions such as customer service manager jobs.
Customer Service Employment - What is the Future of Customer Service Jobs?
Over the next decade, customer service employment should grow by about 25%, a very rapid pace compared to other industries. Customer service is increasingly important to retaining loyal customers, and enhancing the perceived value of a consumer purchase.
Customer satisfaction is a specially important in industries such as banking and credit cards, where there exists a high levels of competition for similar services. Technology is affecting the employment of customer service representatives in a number of ways, the greatest of which is the Internet.
The Internet and computerized phone systems have allowed many customer complaints to be resolved online through live agents or e-mail. Outsourcing has also affected the work of customer service reps, as some corporations move their call centers to India or similar locations.
For most American companies, outsourcing customer service has proved to be a costly gamble, losing customer loyalty due to outsourcing to countries where customer service reps cannot easily resolve problems. Customer service jobs are expanding, as workers are trained on how to open bank accounts and to sell add on products.
Job prospects for customer service representatives are positive overall, due to the high turnover in the field.
Customer Services Jobs Pay Scale - How Much Do Customer Service Rep Jobs Earn?
In 2006, customer service jobs had hourly earnings of $13.62 on median. Insurance customer service representatives were paid the highest median salary at $15.00 even, while telephone call centers paid the least at $10.29 an hour.
Fulltime customer service positions can include health insurance, pensions, discounts, as well as bonuses on any additional products that the customer service rep sells.