Potential Positions Many customer service representatives and mangers work in the service industry, finance and insurance. The largest numbers were employed by insurance carriers, insurance agencies and brokerages, and banks and credit unions. Customer service managers find employment in administrative and support services, concentrated in the industries business support services--which includes telephone call centers--and employment services--which includes temporary help services and employment placement agencies. Customer service managers may also be employed in retail trade establishments such as general merchandise stores, food and beverage stores, or non-store retailers. Other industries that employ significant numbers of customer service representatives include information, particularly the telecommunications industry; manufacturing, such as printing and related support activities; and wholesale trade.
Employment Outlook Prospects for obtaining a job in this field are expected to be excellent, with more job openings than jobseekers. Bilingual jobseekers, in particular, may enjoy favorable job prospects. In addition to many new openings occurring as businesses and organizations expand, numerous job openings will result from the need to replace experienced customer service representatives who transfer to other occupations or leave the labor force. Employment of customer service representatives is expected to grow faster than the average for all occupations through the year 2012. Employment of customer service representatives may grow at a faster rate in call centers than in other areas.
Typical Tasks Specific tasks and activities typically required of customer service managers can differ, depending on the industry in which a customer service representative is employed; examples include:
Assist co-workers and subordinates in proper technicques of providing proper and professional customer relations;
Answer specific questions relating to the customersneeds;
To be problem-solvers as service providers;
To recognize customer stress patterns and know how invite them to regain balance and experience the best customer service possible;
To confidently handle irate customers;
To ask questions effectively in order to understand customer needs, offer support, and identify the customer’s degree of satisfaction;;
To be aware of how professional techniques impact customer perception, such as: first words, tone, pace, expression, joining the customer in their thinking, closing well, etc.
This program typically starts in Fall, Winter, Spring and Summer Quarters
