Customer Care Center Representative: Job Description and Requirements
Customer care center representatives handle customer service duties for a company, which can include finding products, answering questions and solving problems. There is no formal education required for representatives; however, certificate or associate degree programs may provide greater job prospects.
Customer Care Center Representative Job Description
A customer care center representative is the liaison between a company and its customers, handling customer inquiries, problems, complaints and other issues to ensure customer satisfaction. A customer care center representative may work in a retail or office setting. Representatives communicate with customers through e-mail or postal mail, as well as on the phone or in person.
Job duties of a representative include managing orders already received and taking new orders, resolving problems, issuing refunds, discussing product features, transferring calls to other departments and managing customer information files. In addition to working directly with customers, customer care center representatives may spend some of their workday handling general clerical duties or learning company policies and procedures. In some companies, representative also sell products and suggest upgrades to customers.
Customer care center representatives work in industries including retail, health care, and insurance. According to the U.S. Bureau of Labor Statistics (BLS), customer service representatives were one of the largest occupations in 2013, with about 2.3 million jobs (www.bls.gov). The BLS reported an anticipated 13% growth for this job field from 2012-2022. The average annual wage for customer service representatives, according to the BLS, was $33,370 in May 2013.
Customer Care Center Representative Requirements
Most entry-level customer care center representative positions require a high school diploma. Students may consider a certificate in customer service or an associate degree in business administration to increase earning potential and job opportunities. Most of the training for the job is provided through employer training programs once a person is hired.
Certificate programs in customer service, which are commonly offered through community colleges or technical schools, can offer training in areas of customer service, such as time management, teamwork, problem solving, organization and stress management. Associate degree programs in business administration also offer preparation for advancement in the customer service industry through coursework in areas such as human resources, ethics, finance and marketing. Communication, writing, organization, time management, computer and data entry skills, as well as the ability to work efficiently and well under pressure, are common requirements to become a customer care center representative.
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