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Become A Customer Care Technician

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Working As A Customer Care Technician

  • 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

  • $31,720

    Average Salary

What Does A Customer Care Technician 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 Technician

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 Technician jobs

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Customer Care Technician Career Paths

Customer Care Technician
Registered Nurse Staff Nurse Case Manager
Account Manager
5 Yearsyrs
Security Officer Technician Operations Manager
Business Development Manager
9 Yearsyrs
Account Manager Sales Manager
Director Of Sales
10 Yearsyrs
Licensed Practical Nurse Unit Manager General Manager
District Manager
7 Yearsyrs
Specialist Account Manager Account Executive
District Sales Manager
7 Yearsyrs
Technician Service Technician Service Manager
General Manager
7 Yearsyrs
Technical Support Specialist Systems Administrator
Information Technology Manager
8 Yearsyrs
Computer Technician Technician Sales Consultant
Internet Sales Manager
6 Yearsyrs
Licensed Practical Nurse Instructor Operations Manager
Marketing Director
7 Yearsyrs
Registered Nurse Case Manager Program Manager
Marketing Manager
6 Yearsyrs
Home Health Aid Patient Care Technician Medical Assistant
Office Manager
5 Yearsyrs
Technician Field Service Technician Service Manager
Operations Manager
7 Yearsyrs
Customer Care Specialist Technical Support Specialist Business Analyst
Product Manager
7 Yearsyrs
Home Health Aid Licensed Practical Nurse Case Manager
Program Manager
8 Yearsyrs
Computer Technician Technical Support Specialist Quality Assurance Analyst
Quality Assurance Manager
9 Yearsyrs
Specialist Security Officer Account Manager
Sales Account Manager
6 Yearsyrs
Account Manager Account Executive
Sales Manager
5 Yearsyrs
Security Officer Account Manager
Senior Account Manager
7 Yearsyrs
Technical Support Specialist Systems Engineer Project Manager
Senior Project Manager
12 Yearsyrs
Customer Care Specialist Billing Specialist Operations Manager
Territory Manager
7 Yearsyrs
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Average Length of Employment
Customer Liaison 3.1 years
Customs Consultant 2.6 years
Technician 2.6 years
Representative 2.1 years
Customer Agent 2.0 years
Customer Assistant 1.9 years
Customer Advisor 1.9 years
Customer Associate 1.8 years
Home Agent 1.7 years
Top Employers Before
Cashier 9.7%
Internship 3.6%
Manager 2.9%
Supervisor 2.7%
Technician 2.5%
Server 2.5%
Top Employers After
Cashier 6.1%
Technician 3.9%
Manager 3.7%
Supervisor 3.3%

Customer Care Technician Demographics

Gender

Female

57.4%

Male

40.4%

Unknown

2.2%
Ethnicity

White

78.9%

Hispanic or Latino

11.8%

Asian

6.6%

Unknown

1.9%

Black or African American

0.9%
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Languages Spoken

Spanish

60.0%

French

9.5%

German

5.7%

Portuguese

3.8%

Russian

3.8%

Italian

2.9%

Chinese

1.9%

Japanese

1.9%

Hindi

1.9%

Swahili

1.0%

Latvian

1.0%

Vietnamese

1.0%

Ukrainian

1.0%

Mandarin

1.0%

Carrier

1.0%

Tagalog

1.0%

Polish

1.0%

Arabic

1.0%
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Customer Care Technician Education

Schools

University of Phoenix

23.6%

University of Central Arkansas

11.2%

Strayer University

6.0%

Kaplan University

6.0%

Arkansas State University

4.8%

Wake Technical Community College

4.4%

Capella University

4.4%

Ashford University

4.0%

Palm Beach State College

3.6%

Miami Dade College

3.2%

Utah Valley University

3.2%

Grand Canyon University

3.2%

Fresno City College

2.8%

University of North Texas

2.8%

The Academy

2.8%

University of Texas at Arlington

2.8%

Houston Community College

2.8%

Salt Lake Community College

2.8%

American InterContinental University

2.8%

Southern New Hampshire University

2.8%
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Majors

Business

25.1%

Nursing

7.7%

Health Care Administration

6.2%

Medical Assisting Services

6.0%

Psychology

5.5%

Communication

5.2%

Computer Science

5.0%

Criminal Justice

4.9%

General Studies

4.2%

Accounting

4.0%

Management

3.2%

Computer Information Systems

3.1%

Liberal Arts

3.0%

Education

2.8%

Electrical Engineering

2.7%

Information Technology

2.6%

Medical Technician

2.3%

Marketing

2.2%

Computer Networking

2.1%

Human Resources Management

2.1%
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Degrees

Other

34.5%

Bachelors

31.2%

Associate

15.8%

Masters

7.5%

Certificate

7.0%

Diploma

2.8%

Doctorate

0.7%

License

0.5%
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Job type you want
Full Time
Part Time
Internship
Temporary

Top Skills for A Customer Care Technician

CustomerServiceCustomerCareProductKnowledgeTelephoneInquiriesInternetEmailCustomerSatisfactionPatientCareTroubleTicketsDataEntryTechnicalSupportInboundCallsVitalSignsPhoneCallsCustomerInquiriesTechnicalIssuesWebT-MobileCustomerSupportWindows

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Top Customer Care Technician Skills

  1. Customer Service
  2. Customer Care
  3. Product Knowledge
You can check out examples of real life uses of top skills on resumes here:
  • Assure Customer Service Satisfaction for clients, families, and community resources.
  • Backed by more than a century of experience in customer care and communications technology.
  • Displayed courtesy and strong interpersonal skills with all customers Processed payments and answered promotional questions Stayed up to date with product knowledge
  • Perform the following: Responds to telephone inquiries and complaints using standard scripts and procedures.
  • Provided trouble shooting steps for cable and internet.

Top Customer Care Technician Employers

Customer Care Technician Videos

AT&T - Premises Technicians

A Day in the Life of a Crown Service Technician: Mike in Sacramento, California

Florida Career College - Patient Care Technician

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