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OVERVIEW Customer service representatives, sometimes called customer care representatives, work with customers of one or many companies, assist with customer problems, or answer questions. Customer service representatives work in many different industries, including telecommunications, to provide “front- line” customer service in a variety of businesses. Most customer service representatives work in an office setting though some may work in the “field” to better meet customer needs. There are approximately 137,000 customer service representatives employed in the telecommunications industry in the United States. HISTORY Customer service has been a part of business for many years; however, the formal title of customer service representative is relatively new. In 1988, the International Customer Service Association established Customer Service Week to recognize and promote customer service. As the world moves toward a more global and competitive economic market, customer service, along with quality control, has taken a front seat in the business world. Serving customers and serving them well is more important now than ever before. Customer service is about communication, so the progress in customer service can be tied closely to the progress in the telecommunications industry. When Alexander Graham Bell invented the telephone in 1876, he probably did not envision the customer service lines, automated response messages, toll-free phone numbers, and computer technology that now help customer service representatives do their jobs. The increased use of the Internet has helped companies serve and communicate with their customers in another way. From the simple email complaint form to online help files, telecommunications companies, as well as those in other industries, are using the Internet to provide better customer service. Some companies even have online chat capabilities to communicate with their customers instantaneously on the Web. THE JOB Julia Cox is a customer service representative for Affina. Affina is a call center that handles customer service for a variety of companies, including those in the telecommunications industry. Cox works with each of Affina’s clients and the call center operators to ensure that each call-in receives top customer service. Customer service representatives often handle complaints and problems, and Cox finds that to be the case at the call center as well. While the operators who report to her provide customer service to those on the phone, Cox must oversee that customer service while also keeping in mind the customer service for her client, whatever business they may be in. “I make sure that the clients get regular reports of the customer service calls and check to see if there are any recurring problems,” says Cox. One of the ways Cox observes if customer service is not being handled effectively is by monitoring the actual time spent on each phone call. If an operator spends a lot of time on a call, there is most likely a problem. “Our customers are billed per minute,” says Cox. “So we want to make sure their customer service is being handled well and efficiently.” Affina’s call center in Columbus, Indiana, handles dozens of toll- free lines. While some calls are likely to be focused on complaints or questions, some are easier to handle. Cox and her staff handle calls from people simply wanting to order literature, brochures, or to find their nearest dealer location. Customer service representatives work in a variety of fields and businesses, but one thing is common—the customer. All businesses depend on their customers to keep them in business, so customer service, whether handled internally or outsourced to a call center like Affina, is extremely important. Some customer service representatives, like Cox, do most of their work on the telephone. Others may represent companies in the field, where the customer is actually using the product or service. Still other customer service representatives may specialize in Internet service, assisting customers over the World Wide Web via email or online chats. Affina’s call center is available to their clients 24 hours a day, seven days a week, so Cox and her staff must keep around-the-clock shifts. Not all customer service representatives work a varied schedule; many work a traditional daytime shift. However, customers have problems, complaints, and questions 24 hours a day, so many companies do staff their customer service positions for a longer number of hours, especially to accommodate customers during evenings and weekends. REQUIREMENTS High School A high school diploma is required for most customer service representative positions. High school courses that emphasize communication, such as English and speech, will help you learn to communicate clearly. Any courses that require collaboration with others will also help to teach diplomacy and tact—two important aspects of customer service. Business courses will help you get a good overview of the business world, one that is dependent on customers and customer service. Computer skills are also very important. Postsecondary Training While a college degree is not necessary to become a customer service representative, certain areas of postsecondary training are helpful. Courses in business and organizational leadership will help to give you a better feel for the business world. Just as in high school, communications classes are helpful in learning to effectively talk with and meet the needs of other people. These courses can be taken during a college curriculum or may be offered at a variety of customer service workshops or classes. Julia Cox is working as a customer service representative while she earns her business degree from a local college. Along with her college work, she has taken advantage of seminars and workshops to improve her customer service skills. Bachelor’s degrees in business and communications are increasingly required for managerial positions. Certification or Licensing Although it is not a requirement, a customer service representative can become certified. The International Customer Service Association offers certification to customer service professionals. Contact the association for more information. Other Requirements The best and the worst parts of being a customer service representative are the people,” Julia Cox says. Customer service representatives should have the ability to maintain a pleasant attitude at all times, even while serving angry or demanding customers. A successful customer service representative will most likely have an outgoing personality and enjoy working with people and assisting them with their questions and problems. Because many customer service representatives work in offices and on the telephone, people with physical disabilities may find this career to be both accessible and enjoyable. EXPLORING Julia Cox first discovered her love for customer service while working in retail at a local department store. Explore your ability for customer service by getting a job that deals with the public on a day-to-day basis. Talk with people who work with customers and customer ser vice every day; find out what they like and dislike about their jobs. There are other ways that you can prepare for a career in this field while you are still in school. Join your school’s business club to get a feel for what goes on in the business world today. Doing volunteer work for a local charity or homeless shelter can help you decide if serving others is something that you’d enjoy doing as a career. Evaluate the customer service at the businesses you visit. What makes that salesperson at The Gap better than the operator you talked with last week? Volunteer to answer phones at an agency in your town or city. Most receptionists in small companies and agencies are called on to provide customer service to callers. Try a nonprofit organization. They will welcome the help, and you will get a firsthand look at customer service. EMPLOYERS Customer service representatives are hired at all types of companies in a variety of areas. Industries that employ large numbers of customer service representatives include information, particularly the telecommunications industry; administrative and support ser vices; retail trade establishments such as general merchandise stores and food and beverage stores; manufacturing, such as printing and related support activities; and wholesale trade. Because all businesses rely on customers, customer service is generally a high priority for those businesses. Some companies, like call centers, may employ a large number of customer service representatives to serve a multitude of clients, while small businesses may simply have one or two people who are responsible for customer service. Approximately 30 percent of customer service representatives are employed in four states ( California, Texas, Florida, and New York), but opportunities are available throughout the United States. In the United States, approximately 137,000 workers are employed as customer service representatives in the telecommunications industry. Large telecommunications companies include Qualcomm, AT&T, Motorola, Verizon, Nokia, Sony, Motorola, Comcast Cable Communications, Time Warner Cable, Cox Communications, DirecTV, and Dish Network Services. STARTING OUT You can become a customer service representative as an entry-level applicant, although some customer service representatives have first served in other areas of a company. This company experience may provide customer service representatives with more knowledge and experience to answer customer questions. A college degree is not required, but any postsecondary training will increase your ability to find a job in customer service. Ads for customer service job openings are readily available in newspapers and on Internet job search sites. You should also visit the Web sites of telecommunications companies for job listings. With some experience and a positive attitude, it is possible to move into the position of customer service representative from another job within the company. Julia Cox started out at Affina as an operator and quickly moved into a customer service capacity. ADVANCEMENT Customer service experience is valuable in any business career path. Julia Cox hopes to combine her customer service experience with a business degree and move to the human resources area of her company. It is also possible to advance to management or marketing jobs after working as a customer service representative. Businesses and their customers are inseparable, so most business professionals are experts at customer relations. EARNINGS Earnings vary based on location, level of experience, and size and type of employer. The U.S. Department of Labor reports the median annual income for customer service representatives employed by telecommunications companies as $32,490 in 2006. Salaries for all customer service representatives ranged from less than $18,110 to more than $45,990. Other benefits vary widely according to the size and type of company in which representatives are employed. Benefits may include medical, dental, vision, and life insurance, 401(k) plans, or bonus incentives. Full-time customer service representatives can expect to receive vacation and sick pay, while part-time workers may not be offered these benefits. WORK ENVIRONMENT Customer service representatives work primarily indoors, although some may work in the field where the customers are using the product or service. They usually work in a supervised setting and report to a manager. They may spend many hours on the telephone, answering mail, or handling Internet communication. Many of the work hours involve little physical activity. While most customer service representatives generally work a 40- hour workweek, others work a variety of shifts. Many businesses want customer service hours to coincide with the times that their customers are available to call or contact the business. For many companies, these times are in the evenings and on the weekends, so some customer service representatives work a varied shift and odd hours.
OUTLOOK The U.S. Department of Labor predicts that employment for all customer service representatives (including those employed in the telecommunications industry) will grow much faster than the average for all occupations through 2016. This is a large field of workers and many replacement workers are needed each year as customer service reps leave this job for other positions, retire, or leave for other reasons. In addition, the Internet and e-commerce should increase the need for customer service representatives who will be needed to help customers navigate Web Sites, answer questions over the phone, and respond to emails. For customer service representatives with specific knowledge of a product or business, the outlook is very good, as quick, efficient customer service is valuable in any business. Additional training and education and proficiency in a foreign language will also make finding a job as a customer service representative an easier task. FOR MORE INFORMATION For information on jobs, training, workshops, and salaries, contact Customer Care Institute 17 Dean Overlook, NW Atlanta, GA 30318-1663 Tel: 404-352-9291 Email: info@customercare.com For information about the customer service industry, contact HDI 102 South Tejon, Suite 1200 Colorado Springs, CO 80903-2242 Tel: 800-248-5667 Email: support@thinkhdi.com For information on international customer service careers and certification, contact International Customer Service Association 401 North Michigan Avenue Chicago, IL 60611-4255 Tel: 800-360-4272 Email: icsa@smithhucklin.com For information on education and careers in telecommunications, contact NACTEL, The National Coalition For Telecommunications Education and Learning 6021 South Syracuse Way, Suite 213 Greenwood Village, CO 80111-4747 PREV: Computer Support Specialists |