Customer Service Representative
Job in about 50 words:
Are your friends always calling you with problems, from bad break-ups to run-ins with Johnny Law? Do you often exceed your monthly cell phone minutes? Then why not get paid good money to talk people through problems, answer questions and address concerns at a store or call center?
Job skills/requirements:
The good news is that your training will teach you everything you need to know to succeed on the job. But here are a few skills you should have from the get-go, as well as some requirements:
- Outgoing, energetic and friendly: It's a fact: We've all had bad customer service over the phone. (Some of us have smashed cell phones as evidence.) Now think back to those times when you had really good service… Remember how much more productive the experience was for both of you? This is your motivation.
- Independent: While you'll have plenty of good training and resources, no one will be beside you to hold your hand when you're on the phone with customers. You need to be knowledgeable, thorough and accurate.
- Good listener: Practice active listening – don't interrupt customers, but engage them. Make sure you understand what they're asking. Ask questions. You may have scripts and cues to read from, but don't be a robot. (And don't tell them any bad jokes.)
- Multi-tasker: If you've tried to cram for a test while eating lunch and texting your folks – all at once – then you should be cool juggling multiple tasks at work.
- Excellent problem solving capabilities: If one train is heading west at 85 m.p.h. and another train is heading east at 72 m.p.h., then how long until...Zzzz. Just kidding, you won't need this kind of problem solving ability. You will need to know the resources available to you in case you need help resolving a customer issue.
- Computer experience: You should be familiar with basic programs (Windows, MS Word, etc.)
Expected hours:
Expect to work 30-40 hours a week. Retail store hours vary and many call centers are open 24/7, 365 days a year, giving you great scheduling flexibility.
Dress the part:
If you're working in the store, odds are you'll get a company shirt or two. But if you're working at a call center, you'll probably get to design your own wardrobe. Just pick something comfortable. (But no fuzzy bunny slippers.)
Job myth:
The customer is always right.
Your job is to make the customers feel like they're always right. Guide them in the right direction and make them think they're making all the calls. Remember, you never know who you're talking to – it could be a scammer just looking for a handout, but it could be a big-time customer.
Expert advice:
Here is a tip from Samantha Colandrea of Trish Ace Home Center:
"Don't go to an interview dressed like you just rolled out of bed. Most employers will hire or not hire you by how seriously you take the interview. Dress like you want a job."
Career path:
Those who start out as successful customer service representatives lay the groundwork for the following possible career moves:
- Customer Service Manager (average $40,000/year)
- District Retail Sales Manager (average $75,000/year)
- Corporate VP of Operations ($200,000/year)