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Become A Customer Care Specialist

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Working As A Customer Care Specialist

  • Getting Information
  • Interacting With Computers
  • Communicating with Persons Outside Organization
  • Communicating with Supervisors, Peers, or Subordinates
  • Establishing and Maintaining Interpersonal Relationships
  • Deal with People

  • Mostly Sitting

  • Repetitive

  • $46,247

    Average Salary

What Does A Customer Care Specialist Do

Customer service representatives interact with customers to handle complaints, process orders, and provide information about an organization’s products and services.

Duties

Customer service representatives typically do the following:

  • Listen to customers’ questions and concerns, and provide answers or responses
  • Provide information about products and services
  • Take orders, calculate charges, and process billing or payments
  • Review or make changes to customer accounts
  • Handle returns or complaints
  • Record details of customer contacts and actions taken
  • Refer customers to supervisors or more experienced employees

Customer service representatives answer questions or requests from customers or the public. They typically provide services by phone, but some also interact with customers face to face, by email, or live chat.

The specific duties of customer service representatives vary by industry. For example, representatives who work in banks may answer customers’ questions about their accounts. Representatives who work for utility and communication companies may help customers with service problems, such as outages. Those who work in retail stores often handle returns, process refunds, and help customers locate items. Some representatives make changes to customers’ accounts, such as updating addresses or canceling orders. Although selling is not their main job, some representatives may help generate sales while providing information about a product or service.

Customer service representatives typically use a telephone, computer, and other office equipment. For example, representatives who work in call centers answer phone calls and use computers to review and select standard responses from a list of options. Those employed in retail stores use registers to process returns or orders.

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How To Become A Customer Care Specialist

Customer service representatives typically need a high school diploma and receive on-the-job training to learn the specific skills needed for the job. They should be good at communicating and interacting with people and have some experience using computers.

Education

Customer service representatives typically need a high school diploma.

Training

Customer service representatives usually receive short-term on-the-job training, lasting 2 to 3 weeks. Those who work in finance and insurance may need several months of training to learn more complicated financial regulations.

General customer-service training may focus on procedures for answering questions, information about a company’s products and services, and computer and telephone use. Trainees often work under the guidance of an experienced worker for the first few weeks of employment.

In certain industries, such as finance and insurance, customer service representatives must remain current with changing regulations.

Licenses, Certifications, and Registrations

Customer service representatives who provide information about finance and insurance may need a state license. Although licensing requirements vary by state, they usually include passing a written exam. Some employers and organizations may provide training for these exams.

Important Qualities

Communication skills. Customer service representatives must be able to provide information in writing, by phone, or in person so that customers can understand them.

Customer-service skills. Representatives help companies retain customers by answering their questions and complaints in a helpful and professional manner.

Interpersonal skills. Representatives should be able to create positive interactions with customers.

Listening skills. Representatives must listen carefully and understand a customer’s situation in order to assist them.

Patience. Representatives should be patient and polite, especially when interacting with dissatisfied customers.

Problem-solving skills. Representatives must determine solutions to a customer’s problem. By resolving issues effectively, representatives contribute to customer loyalty and retention.

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Customer Care Specialist Jobs

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Customer Care Specialist Career Paths

Customer Care Specialist
Customer Care Advocate Technical Support Technician Technician
Account Manager
5 Yearsyrs
Customer Support Specialist Support Specialist Analyst
Accounting Manager
8 Yearsyrs
Customer Care Supervisor Operations Manager Bookkeeper
Business Office Manager
8 Yearsyrs
Billing Specialist Driver Call Center Representative
Call Center Manager
6 Yearsyrs
Analyst Finance Analyst Account Manager
Client Services Manager
7 Yearsyrs
Member Service Representative Service Representative Client Service Specialist
Client Specialist
5 Yearsyrs
Customer Care Advocate Home Health Aid Customer Care Representative
Customer Care Supervisor
5 Yearsyrs
Office Administrator Sales Consultant Internet Sales Manager
Customer Relations Manager
5 Yearsyrs
Home Health Aid Specialist Account Manager
District Manager
7 Yearsyrs
Service Specialist Customer Support Specialist Customer Support Manager
Manager, Custom Support And Services
5 Yearsyrs
Technical Support Specialist Systems Analyst Business Analyst
Product Manager
7 Yearsyrs
Technical Support Technician Technician Account Manager
Relationship Manager
6 Yearsyrs
Home Health Aid Security Officer Account Manager
Sales Account Manager
6 Yearsyrs
Customer Support Specialist Technical Support Specialist Operations Manager
Sales And Marketing Manager
6 Yearsyrs
Technical Support Specialist Business Analyst Product Manager
Sales Manager
5 Yearsyrs
Technical Support Technician Specialist Merchandiser
Sales/Marketing
5 Yearsyrs
Support Specialist Case Manager Account Manager
Senior Account Manager
7 Yearsyrs
Support Specialist Systems Administrator Operations Manager
Territory Manager
7 Yearsyrs
Analyst Engineer Instructor
Training Manager
5 Yearsyrs
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Help others decide if this is a good career for them

Average Length of Employment
Top Careers Before Customer Care Specialist
Cashier 9.3%
Teller 4.7%
Manager 3.0%
Internship 2.9%
Server 2.1%
Specialist 2.0%
Supervisor 1.9%
Top Careers After Customer Care Specialist
Cashier 5.3%
Teller 4.2%
Specialist 3.9%
Manager 2.9%
Supervisor 2.5%

Do you work as a Customer Care Specialist?

Customer Care Specialist Demographics

Gender

Female

69.9%

Male

27.7%

Unknown

2.3%
Ethnicity

White

61.8%

Hispanic or Latino

15.8%

Black or African American

12.2%

Asian

6.6%

Unknown

3.6%
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Foreign Languages Spoken

Spanish

68.6%

French

10.1%

Italian

2.7%

German

2.7%

Arabic

2.4%

Russian

2.1%

Carrier

2.1%

Japanese

1.5%

Chinese

1.2%

Mandarin

0.9%

Portuguese

0.9%

Hebrew

0.9%

Hindi

0.6%

Korean

0.6%

Vietnamese

0.6%

Armenian

0.6%

Swedish

0.3%

Turkish

0.3%

Hmong

0.3%

Sanskrit

0.3%
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Customer Care Specialist Education

Schools

University of Phoenix

26.3%

Ashford University

6.5%

Strayer University

6.3%

Kaplan University

5.6%

Wake Technical Community College

5.0%

Southern New Hampshire University

4.8%

American InterContinental University

4.3%

Sinclair Community College

3.9%

Jackson State University

3.9%

Liberty University

3.7%

Georgia State University

3.6%

University of Louisville

3.4%

University of North Carolina at Greensboro

3.3%

Hinds Community College

3.0%

University of Central Florida

2.9%

Tennessee State University

2.8%

University of Wisconsin - Stevens Point

2.8%

Camden County College

2.8%

Hillsborough Community College

2.8%

Arizona State University

2.6%
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Majors

Business

31.8%

Health Care Administration

7.2%

Psychology

7.0%

Criminal Justice

5.8%

Communication

5.3%

Accounting

4.5%

Nursing

4.0%

General Studies

4.0%

Medical Assisting Services

3.6%

Management

3.4%

Marketing

3.0%

Human Resources Management

2.9%

Liberal Arts

2.9%

Computer Science

2.7%

Biology

2.1%

Education

2.1%

Computer Information Systems

2.0%

English

1.9%

Graphic Design

1.9%

Information Technology

1.8%
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Degrees

Bachelors

34.7%

Other

33.8%

Associate

15.6%

Masters

7.0%

Certificate

5.4%

Diploma

2.5%

License

0.6%

Doctorate

0.3%
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Real Customer Care Specialist Salaries

Job Title Company Location Start Date Salary
Customer Care Specialist Rightnow Technologies, Inc. San Mateo, CA Jan 04, 2010 $80,000
Customer Care Specialist Telcordia Technologies, Inc. Piscataway, NJ Jul 25, 2011 $72,000 -
$84,000
Operations and Customer Care Specialist-Fashion Coldsmoke Apparel, LLC CA Nov 01, 2013 $44,349
Operations and Customer Care Specialist-Fashion Coldsmoke Apparel, LLC CA Nov 07, 2013 $44,349

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Top Skills for A Customer Care Specialist

  1. Customer Service
  2. Customer Care
  3. Phone Calls
You can check out examples of real life uses of top skills on resumes here:
  • Communicated with engineering, operations, and project management teams to improve SolarCity customer service.
  • Provided positive customer care experience and delivered best value and individualized options to customers.
  • Provided resolution to customer service complaints and escalated phone calls, provided customer service possible while implementing company policy.
  • Managed a high-volume daily workload within a fast -paced environment and resolved numerous customer inquiries while consistently meeting performance goals.
  • Utilized independent judgment to determine eligibility for technical support with qualifying service contract.

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Top Customer Care Specialist Employers

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