Career Advice
(featured column)
Jobs
in Demand: Customer Service
by
CareerBuilder.com
If your cable TV
has ever failed or you found a peculiar charge on your credit card statement,
you have probably interacted with a customer service representative. Customer
service representatives spend their days listening to your concerns and problems
with their company's product, then work with you to resolve the dispute. If
helping others in this way sounds like your niche, here are some facts about the
occupation from the Bureau of Labor Statistics (BLS).
Overview
Customer service representatives are a first direct point of contact with a
business's customers, providing answers to inquiries and handling disputes. Most
representatives use computers and telephones extensively to look up routine
requests and attempt to resolve problems using guidelines established by the
company. Sometimes, customer service representatives help people choose the best
type of products or services or aid customers in completing their purchases.
Some customer service representatives spend their entire day on the phone.
Others answer e-mails, and some conduct business face-to-face. Representatives
must monitor the time spent with each customer to be sure all customers receive
enough attention.
Training and Education
A high school diploma or equivalent is required for most customer service
representative positions. Training requirements vary by industry. Most companies
provide on-the-job training where representatives learn phone skills, products
and common problems, operation of the phone or computer systems and company
policies. Many customer service jobs are entry-level, but others, including
those at insurance agencies, require additional training. Insurance
representatives must have previous insurance work and are often required to be
licensed like insurance sales agents.
Good customer service is critical for businesses, so employers look for people
who are friendly, professional, patient and who have a clear speaking voice and
good time management skills. The ability to speak a foreign language is
valuable.
Opportunities
Customer services representatives held 1.9 million jobs in 2002, according to
the BLS. Of these, more than one-in-four worked in finance and insurance. Nearly
one-in-eight worked in administrative and support services, which includes
telephone call centers and employment help services. Another one-in-eight worked
in retail trade establishments.
Though opportunities exist in all states, in 2002 more than 30 percent of total
employment was concentrated in four states: California, Texas, Florida and New
York.
Pros and Cons of Customer Service
Because of the round-the-clock nature of the industry, customer service lends
itself easily to part-time work and flexible work schedules. People who work
evenings, nights, weekends or holidays sometime earn higher pay. The occupation
also offers seasonal work in certain industries.
However, customer service representatives must be able to handle stressful
situations. Dealing with difficult or angry customers can be wearisome, and
representatives must minimize the length of each call while still providing
excellent service. Supervisors often monitor calls to make sure procedures are
being followed, which may cause additional tension. In addition, the work can be
long and repetitious, leading to eye and muscle strain, backaches, headaches and
repetitive motion injuries.
Salary
According to the BLS, median annual earnings for customer service
representatives in 2002 were $26,240. Earnings vary widely depending on the
industry and skills required, with those working in wired communications
carriers earning $38,980 and those in grocery stores taking home $17,230.
Other benefits include product or service discounts, training, bonuses,
pensions, and health insurance.
Job Outlook
The BLS predicts that through 2012, there will be more openings for customer
service representative positions than there are applicants. As businesses try to
retain customers in a competitive market, they will rely more and more on
stellar customer service, driving job growth. Jobs will be most abundant in call
centers.
Technology has impacted customer service by making workers more productive, but
increased representatives will be hired to respond to e-mail. Many customers
also prefer to interact with a human when they have disputes or complex
questions.
Source: BLS September 2004, Career Builder, Reprinted with Permission
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