Customer service roles are a position that has prevailed throughout the COVID-19 pandemic. While many of these jobs have transitioned into remote workspaces, the availability of positions has expanded. So, if you are looking for a customer service role, below you will find information about what a customer service representative does and what you need to be successful in the position.

What Does A Customer Service Rep Actually Do?

Typically, a customer service representative will answer incoming calls to a company and field questions to best assist the consumer or client. They either provide the support needed directly or forward the phone call to the appropriate party. A customer service rep is the first point-of-contact for the business and needs to be a strong communicator. Regular duties in a customer service job description include:

  • Greeting clients and consumers over the phone
  • Deciding and delivering action based on the customer needs
  • Maintain any policies and guidelines set by the company
  • Follow set procedures and script (if there is one)
  • Attend regular training sessions to stay up-to-date on policies
  • Update the company systems to maintain customer’s data

Customer service representatives may be temporary employees, part-time, or full-time workers. Depending on the company’s needs and policies, you may be able to grow into a full-time position. Salaries for the job will vary based on the business’ needs and your experience.

Skills You Need To Be A Customer Service Rep

If being a customer service representative interests you, you will need to be comfortable performing the tasks listed above. There are also some critical skills employers look for in ideal candidates.

1. Communication Skills: Exceptional communication skills are necessary for customer service employees. After all, your entire job centers around speaking with others on a daily basis.

2. Professionalism: Maintaining a professional persona no matter what is a needed skill for customer service employees. You need to remain calm under pressure and be able to deal with unruly callers.

3. Problem-solving: When it comes to answering, “what is the key to success in a customer service role,” problem-solving is the answer. While scripts are typically provided, being able to think on your feet and solve problems in real-time is vital to success in these roles.

4. Interpersonal communication skills: You must be able to relate to the incoming caller and their problems. For this, strong interpersonal skills are necessary.

5. Some technical skill: One of the biggest tips for working in a customer service employees have had, is to learn or have some technical skill. This makes you more useful to the team all-around and more able to help incoming customers.

6. Attention to detail: Customer service reps must pay attention to detail. One missed piece of information could impact the outcome of the entire conversation.

You should also be a goal-oriented, driven team player. Many customer service centers have monthly goals or quotas that need to be met. As an employee, part of your job is to help them reach those goals by working with the other members of your team.

The Ideal Resume for Customer Service Reps

In addition to the skills listed above, you should also have a few special skills for a customer service resume to secure a role and be successful in it. To be considered a qualified candidate, you typically need to meet some baseline requirements.

1. Educational requirements: For the most part, customer service roles only require a high school diploma or GED equivalent. Specific employers may require an associate’s or bachelor’s degree. Make sure to note what the requirements for the position are and ensure that information is included in your resume.

2. Industry requirements: It is important to note any other industry requirements that you need to meet within the industry. For instance, customer service roles in the insurance industry will need specific training certifications. Already having this added to your resume can be a plus.

3. Relevant experience: Be sure to highlight any previous customer service roles you have held. Many of these positions are learned by on-the-job training, so if you have worked as a customer service rep in the past you are more likely to catch on quickly in a new role.

Write your resume to highlight your experience and education, including any certifications you may have gained. Edit your resume slightly to use the language that is used in the job description to make your skills seem better-aligned with the position at hand. Then, prepare for your interview. Practice potential questions and answers, consider the relevant experience to bring up during the interview, and review the job posting beforehand.

How to Find a Customer Service Role

There are a number of things you can do to find a customer service role if you are interested in doing so. It is suggested for job seekers to work with recruitment agencies. To find one of these, you can simply Google “job placement services near me.” Many of these agencies can help identify your skills and match you with an employer, whether it be temporary or long-term placement.

Industries usually hiring customer service reps include technology services, merchandise sales, banking services, credit card sales and services, cable and internet services, and other customer service roles. Searching for an agency that specializes in an industry that interests you is a great way to get started on your career as a customer service rep.

If you are looking for employment agencies in Houston, Texas, that can help you locate a remote customer service role, look no farther than Burnett Specialists. Their staff can assist you in finding work where you will succeed.


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