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Become A Customer Contact Specialist

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Working As A Customer Contact 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

  • $51,000

    Average Salary

What Does A Customer Contact 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 Contact 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 Contact Specialist Career Paths

Customer Contact Specialist
Service Representative Account Executive
Account Manager
5 Yearsyrs
Service Representative Account Executive Account Manager
Senior Account Manager
7 Yearsyrs
Service Representative Account Executive Assistant Manager
Branch Manager
6 Yearsyrs
Member Service Representative Specialist Team Leader
Office Manager
5 Yearsyrs
Member Service Representative Specialist Consultant
Accounting Manager
7 Yearsyrs
Member Service Representative Specialist Executive Assistant
Administrative Manager
6 Yearsyrs
Patient Service Representative Billing Specialist Accountant
Finance Manager
7 Yearsyrs
Patient Service Representative Billing Specialist Executive Assistant
Business Manager
6 Yearsyrs
Patient Service Representative Billing Specialist Administrator
Business Office Manager
7 Yearsyrs
Assistant Executive Assistant Assistant Manager
District Manager
7 Yearsyrs
Assistant Consultant Sales Manager
Sales And Marketing Manager
6 Yearsyrs
Assistant Consultant Account Manager
Sales Account Manager
6 Yearsyrs
Recruiter Human Resources Generalist Office Manager
Business Owner
6 Yearsyrs
Recruiter Technical Recruiter Account Manager
Client Services Manager
7 Yearsyrs
Recruiter Team Leader Branch Manager
Manager, Assistant Vice President
7 Yearsyrs
Technical Support Specialist Team Leader Branch Manager
Relationship Manager
6 Yearsyrs
Technical Support Specialist Administrator Customer Service Manager
Call Center Manager
6 Yearsyrs
Technical Support Specialist Support Specialist Senior Customer Service Representative
Senior Representative
5 Yearsyrs
Customer Care Specialist Collections Specialist Customer Service Team Lead
Team Service Leader
5 Yearsyrs
Customer Care Specialist Sales Specialist Regional Accounts Manager
Customer Account Manager
5 Yearsyrs
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Help others decide if this is a good career for them

Average Length of Employment
Service Specialist 2.7 years
Customer Associate 1.9 years
Top Careers Before Customer Contact Specialist
Cashier 12.1%
Manager 3.3%
Internship 3.2%
Server 3.2%
Supervisor 2.6%
Collector 2.5%
Volunteer 2.2%
Top Careers After Customer Contact Specialist
Cashier 10.5%
Manager 2.9%
Server 2.5%
Owner 2.2%
Collector 2.2%
Specialist 2.0%
Internship 2.0%

Do you work as a Customer Contact Specialist?

Customer Contact Specialist Demographics

Gender

Female

57.2%

Male

29.5%

Unknown

13.4%
Ethnicity

White

61.3%

Hispanic or Latino

18.1%

Black or African American

10.5%

Asian

6.2%

Unknown

3.9%
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Foreign Languages Spoken

Spanish

85.4%

Portuguese

4.9%

French

4.9%

German

2.4%

Korean

2.4%
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Customer Contact Specialist Education

Schools

University of Phoenix

34.1%

Arizona State University

7.1%

Kaplan University

5.6%

Mesa Community College - Boswell

4.8%

University of Houston

4.8%

Wilmington University

4.0%

Houston Community College

4.0%

Strayer University

4.0%

Glendale Community College

3.2%

University of Texas at Austin

3.2%

Austin Community College

3.2%

Southern New Hampshire University

3.2%

Blinn College

2.4%

Wayne State University

2.4%

Sullivan University

2.4%

Tarrant County College District

2.4%

Bowling Green State University

2.4%

University of Maryland - University College

2.4%

Northwood University

2.4%

University of Akron

2.4%
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Majors

Business

32.7%

Psychology

7.5%

Health Care Administration

6.5%

Criminal Justice

5.8%

Accounting

5.2%

Communication

5.0%

General Studies

3.8%

Management

3.5%

English

3.3%

Medical Assisting Services

3.3%

Finance

3.1%

Nursing

2.7%

Biology

2.7%

Computer Science

2.5%

Legal Support Services

2.3%

Information Technology

2.3%

Education

2.1%

Political Science

1.9%

Human Resources Management

1.9%

Graphic Design

1.9%
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Degrees

Bachelors

34.0%

Other

29.4%

Associate

15.9%

Masters

11.4%

Certificate

5.2%

Diploma

2.5%

License

0.9%

Doctorate

0.8%
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Top Skills for A Customer Contact Specialist

  1. Customer Service
  2. Phone Calls
  3. Contact Lens Orders
You can check out examples of real life uses of top skills on resumes here:
  • Received accolades from superiors and clients for excellent customer service on various occasion like kudos letters for exceeding customer expectations.
  • Answer phone calls, schedule appointments, maintain charts and greet patients.
  • Take contact lens orders over the phone, in person, and via triage messages.
  • Respond to online inquiries verify information submitted into inquiry form, connect potential student with enrollment representative.
  • Assist merchants in setting up their new terminals Making outbound calls to new clients Assisting banks in converting to a new processor

How Would You Rate Working As a Customer Contact Specialist?

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Top Customer Contact Specialist Employers

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