Career in the customer service area



Career in the customer service area

Customer service representatives are employed by many different types of companies throughout the country to serve as a direct point of contact for customers. They are responsible for ensuring that their company's customers receive an adequate level of service or help with their questions and concerns. These customers may be individual consumers or other companies, and the nature of their service needs can vary considerably.

All customer service representatives interact with customers to provide information in response to inquiries about products or services and to handle and resolve complaints.

They communicate with customers through a variety of means—by telephone; by e-mail, fax, or regular mail correspondence; or in person. Some customer service representatives handle general questions and complaints, whereas others specialize in a particular area. Many customer inquiries involve routine questions and requests. For example, customer service representatives may be asked to provide a customer with their credit card balance, or to check on the status of an order that has been placed. Obtaining the answers to such questions usually requires simply looking up information on their computer. Other questions are more involved, and may call for additional research or further explanation on the part of the customer service representative. In handling customers� complaints, customer service representatives must attempt to resolve the problem according to guidelines established by the company.

Training, Other Qualifications, and Advancement

Most customer service representative jobs require only a high school diploma. However, due to employers demanding a higher skilled workforce, many customer service jobs now require an associate or bachelor�s degree. Basic to intermediate computer knowledge and good interpersonal skills also are important qualities for people who wish to be successful in the field. Because customer service representatives constantly interact with the public, good communication and problem-solving skills are a must. Verbal communication and listening skills are especially important. Additionally, for workers who communicate through e-mail, good typing, spelling, and written communication skills are necessary. High school courses in computers, English, or business are helpful in preparing for a job in customer service.

Training requirements vary by industry. Almost all customer service representatives are provided with some training prior to beginning work, and training continues once on the job. This training generally covers customer service and phone skills, products and services and common customer problems with them, the use or operation of the telephone and/or computer systems, and ...