The customer service specialist is the communications channel between a company and its customers. Also referred to as a customer service representative, the customer service specialist provides a broad scope of support for products and services, such as order requests, billing and usage instructions. While most contact with customers is handled via telephone, e-mail, face-to-face and live help through Web sites are also common.
Often, complaint resolutions, explanations of company policies and providing information about products or services are a customer service specialist's primary job duties. Company training is generally mandatory to guarantee the accuracy of the information given. Typically, a customer service specialist works in an inbound call center environment, answering incoming calls from current and potential customers. For example, a customer may call a company questioning a charge on a bill, and a customer service specialist will research the charge, give an explanation, or make any adjustments necessary. The representative may also make sales in certain situations, such as with utilities or mobile phones, setting up new accounts and supplying detailed information during the process. They may also inform current customers of upgrades to existing products, or services.
In technology-related services and products, the customer service specialist usually works in a help desk setting. Customers typically can call, e-mail, or chat live on the Internet if they are experiencing problems. Help desk representatives normally troubleshoot problems with the customer and are likely to have more specialized training in a specific topic. An example would be a customer contacting a company due to Internet connectivity problems. The help desk representative might go through a set structure of steps, working with the customer to fix the issue. If unable to do so, the call often can be escalated to a help desk supervisor or technician.
The customer service industry can be both challenging and rewarding. Customer service specialists generally need to have a clear understanding of their roles in the company, advanced knowledge about the products and services offered, and be able to maintain a neutral relationship with the customer. It is not uncommon to interact with angry customers, and it is vital for the customer service representative to stay calm, communicate effectively with the customer and make the experience a positive one. Customers view representatives as the eyes, ears, faces and voices of the company. Although escalating an issue to management is sometimes unavoidable, a majority of companies track and monitor employee progress, not only to educate the representatives with feedback, but to keep positive consumer relations a priority.
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oasis11
Post 4 |
Sneakers41 - I think that customer service positions require a certain degree of patience and personality. These people have to be able to diffuse customer service complaints that arise when the customer is not satisfied with a product or service and sometimes these exchanges can become heated from the customer. |
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sneakers41
Post 3 |
Subway11-I know that in most supermarkets the customer service administrative position at the front counter is actually a promotion from the line cashier position.
These cashiers are promoted because of their excellent customer service and superior cash handling skills.
Their customer service duties include cashing checks for customers, selling lottery tickets answering the phone and balancing the front office till.
There is another customer service admin that is referred to as the back office cashier because she mainly works in the back part of the office and is not seen often.
This cashier is promoted to this position based on a high degree of responsibility and a stellar cash handling experience from the front office work. The duties involve picking up cash from each cashier and counting it and entering it into the system. This cashier also helps out in the front customer service counter when it gets busy. |
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subway11
Post 2 |
Crispety - Usually, customer service duties include following a script almost verbatim which includes a greeting and an offer of the customer service representative’s name and an offer of assistance. They also have to have a certain inflection and cadence in their voice that demonstrates a cordial demeanor and a willingness to help. In addition, they have to be able to answer the customer’s questions with ease and should adhere to any sales development goals as well. Many customer service representatives also have to offer upgrades or sell additional products in order to achieve their goals. They also have to provide a friendly parting greeting and end with asking the customer if they needed anything else or had any other questions. This allows the customer to be completely satisfied because he had no more questions. A customer service specialist salary really varies but they are generally paid by the hour and it is usually between $10 and $15 per hour. |
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Crispety
Post 1 |
A certified customer service specialist has a customer service job that entails speaking with customers regarding their orders or possible complaints. These customer service employees may work at a customer service counter or may even work in a call center taking incoming calls. The function is basically the same. They have to process complaints and handle distressed customers too. In a call center, the calls are monitored in order to offer feedback to the customer service representative and enhance his job performance. |
