When addressing customer issues, customer service representatives need to analyze situations, investigate problems, and determine solutions. Customer service representatives have distinct personalities.
They are dominant, persuasive, and motivational. Does this sound like you? Take our free career test to find out if customer service representative is one of your top career matches. Many customer service representatives work in call centres, or customer contact centres. Others work in insurance agencies, banks, stores, or other organizations that interact with customers.
Some work from home; although the number of at-home agents is still relatively small, their numbers are growing. Customer contact centre workers usually sit at a workstation with a telephone, headset, and computer. Available from the Customer Service Institute of America, this credential requires candidates to complete an eight-module program.
The National Customer Service Association offers this designation to committed, experienced professionals. Candidates need at least two years of relevant work experience and must pass a question exam to earn this credential. Available from HDI, this program is designed to teach professionals the basics of customer service along with soft skills like critical thinking and active listening. Candidates must complete a four-unit training program and pass an exam to earn this certification.
To excel in this field, customer service representatives need the following:. Since customer service representatives spend most of their working hours talking with or writing to clients, excellent communication skills are essential.
These support professionals must read, write, speak and listen well. To retrieve product and service information, process orders and communicate with clients by phone or email, customer service representatives need computer skills.
Most need to know how to use file management, word processing, spreadsheet, and email or phone applications. To document client interactions and track tickets, customer service representatives have to know how to use CRM software. They generally need to know how to create and update tickets and how to search for customer records.
Since customer service representatives often communicate with clients who have limited knowledge of or are dissatisfied with a product or service, they must be empathetic. Cultivating this sense can help support professionals understand client concerns and resolve them effectively. Customer service representatives who resolve client complaints need strong problem-solving skills.
They need to assess concerns and how to resolve issues in a way that is satisfactory for the customer and the company. Customer service representatives generally work in retail stores or call centers. In stores, they often work at desks and speak directly with customers.
In call centers, they typically work at computers in open-layout offices, where they communicate with customers over the phone, through email or via online chat. Some customer service representatives work from home, where they use computers to call, email and chat with customers. To get a customer service representative job, consider these three steps:. First, earn your high school diploma or GED and master foundational language, math and reasoning skills.
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