Customer Service Operator - Representative

Positions in this job-family, are responsible for establishing contact with both internal and external customers. They provide the customer with the requested information or assistance concerning the services provided, or direct requests to those who can provide the service. The Customer Service Representative job family consists of three levels of work, which are distinguished by the complexity of the job assignments, the extent of the responsibility and duties assigned, the level of expertise required for the completion of assigned tasks, and the responsibility for the supervision of others.

Is working with the general public and solving problems in a responsive fashion, going beyond what is expected, with kindness and commitment, YOUR ultimate goal, passion and commitment? Then this is the career for you. As a customer service operator, you will get ample opportunity to do so.

Customer service operators are responsible for dealing with the public, and then mostly over the telephone (but also in writing and/or in person if and when required). Working well with others and being a good listener, asking the right questions, having tact and so on, are all crucial qualities and necessary basic skills in this role.

This group includes clerks, coordinators, representatives and operators, who answer enquiries and provide information regarding goods, services and policies, as well as providing customer services. These tasks and duties could include receiving payments and/or processing requests for services.

Employed by retail establishments, call centers, insurance, telephone and utility companies and by other establishments throughout the private and public sectors. They mostly serve as a direct point of contact for customers, ensuring that customers receive an adequate level of service, and/or help with their questions and concerns.

Most customer service representatives, use computers and telephones extensively in their work. Some may spend almost the entire day on the telephone and in front of the computer. Other routine tasks include:

• Constantly entering information into a computer, as they are speaking to customers. Often, companies have large amounts of data, such as account information, that can be pulled up on a computer screen while the representative is talking to a customer to enable queries and responding to questions appropriately and accurately.
• They may have access to information such as, answers to the most common customer questions, or guidelines for dealing with complaints.
• In the event that they encounter a question or situation to which they do not know how to respond, workers consult with a supervisor to determine the best course of action.
• They might have to use multi-line telephones systems, which often route calls directly to the most appropriate/available representative.
• However, at times, a customer service representative will need to transfer a call to someone else, who may be better able to respond to the customer's unique needs.

Skill-levels and qualifications will vary in these positions. From career-entrants (high school/college graduates), part-time, seasonal, contract or temporary workers are also found in this category quite frequently. For those who want to make a career as a customer service professional, there is no real substitute for hands-on experience; the value of on-the- job training, advancement to supervisor, even or senior management might also be in the cards.

Job prospects are expected to be excellent in this category, as the internet global commerce function continues to grow and more businesses offer 24/7 support and customer service.

Most of the available jobs in this category will require only a high school diploma. Bear in mind that the majority of the work will be carried out verbally and on the phone, dealing with others, mostly handling complaints. Patience and discretion will be required. Strong verbal communication and listening skills are considered important in this role.

http://careers.customerservicerepresentative.net

http://www.callcentercareers.com

This can also be a channel, route or springboard for more senior roles within retail and/or other organizations. Strong listening and verbal skills, patience, tact, diplomacy and task-orientation, combined with solid experience working with the public, as well as a comfort-level and ability with, through and around modern technology and communication tools at your disposal and in the marketplace, are all crucial skill set / attributes to have. Trade and professional magazines sometimes carry good advertisements and postings for these job-types as well. Online job-boards, staffing firms, recruiters and direct hire all exist as options for any career customer service professional to explore and utilize for all things career-related.

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