What does a customer contact specialist do?
A Customer Contact Specialist interacts with customers in providing information in response to product and service inquiries. They manage and provide resolution to client complaints. They respond to customer queries accurately and in time through email or phone. Part of their responsibilities is to develop corporate reputation thru excellent customer service. Customer Contact Specialist also coordinates front-desk activities like redirecting phone calls.
Customer contact specialist responsibilities
Here are examples of responsibilities from real customer contact specialist resumes:
- Collaborate with clinical pharmacists and administrative benefits specialists to research, review and process clinical and administrative appeals respectively.
- Interact extensively with residential customers to support account needs, while upselling on additional service offerings by identifying personal needs.
Customer contact specialist skills and personality traits
We calculated that 18% of Customer Contact Specialists are proficient in Outbound Calls, Inbound Calls, and PowerPoint. They’re also known for soft skills such as Communication skills, Computer skills, and Customer-service skills.
We break down the percentage of Customer Contact Specialists that have these skills listed on their resume here:
- Outbound Calls, 18%
Assist merchants in setting up their new terminals Making outbound calls to new clients Assisting banks in converting to a new processor
- Inbound Calls, 12%
Received 8-10 inbound calls per hour and used DOS software to inquire, notate and disposition accounts efficiently.
- PowerPoint, 11%
Created PowerPoint presentations for forecasting of inventory requirements and overall changes in customer order volume.
- Strong Customer Service, 6%
Assisted register personnel as required and ensured strong customer service standards were maintained in accordance with company policy.
- Customer Inquiries, 6%
Answered customer inquiries/ questions regarding Health Care Reform Act/Medicaid.
- Customer Satisfaction, 5%
Compile quarterly budget reports, financial spreadsheets and organizational charts to improve office organization and customer satisfaction.
Most customer contact specialists use their skills in "outbound calls," "inbound calls," and "powerpoint" to do their jobs. You can find more detail on essential customer contact specialist responsibilities here:
Communication skills. To carry out their duties, the most important skill for a customer contact specialist to have is communication skills. Their role and responsibilities require that "customer service representatives must be able to provide clear information in writing, by phone, or in person." Customer contact specialists often use communication skills in their day-to-day job, as shown by this real resume: "provide internal customer support through communication with retail stores and regional administrative offices. "
Customer-service skills. Another skill that relates to the job responsibilities of customer contact specialists is customer-service skills. This skill is critical to many everyday customer contact specialist duties, as "representatives help companies retain customers by professionally answering questions and helping to resolve complaints." This example from a resume shows how this skill is used: "trained patients in contact use and care, supervised front desk staff, submitted insurance claims, provided excellent customer service. "
Interpersonal skills. For certain customer contact specialist responsibilities to be completed, the job requires competence in "interpersonal skills." The day-to-day duties of a customer contact specialist rely on this skill, as "representatives should be able to create positive interactions with customers." For example, this snippet was taken directly from a resume about how this skill applies to what customer contact specialists do: "key skills patient care motivated self-starter bilingual communication and interpersonal skills proficient in microsoft word, excel and powerpoint hipaa regulations. "
Listening skills. Another common skill required for customer contact specialist responsibilities is "listening skills." This skill comes up in the duties of customer contact specialists all the time, as "representatives must listen carefully to ensure that they understand customers in order to assist them." An excerpt from a real customer contact specialist resume shows how this skill is central to what a customer contact specialist does: "communicated and resolved escalated customer issues and inquires. "
Patience. Another skill commonly found on customer contact specialist job descriptions is "patience." It can come up quite often in customer contact specialist duties, since "representatives should be patient and polite, especially when interacting with dissatisfied customers." Here's an example from a resume of how this skill fits into day-to-day customer contact specialist responsibilities: "combined patience, determination, and presistence to trouble shoot customer issues. "
The three companies that hire the most customer contact specialists are:
- Deloitte87 customer contact specialists jobs
- National Vision Administrators22 customer contact specialists jobs
- CoStar Group3 customer contact specialists jobs
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Compare different customer contact specialists
Customer contact specialist vs. Receptionist/customer service
Receptionists or customer service professionals are considered as the first contact point of the clients. They usually greet and welcome guests visiting an office or organization. These are employees who serve as administrative or office support. They take responsibility for digital communication. It is their job to coordinate the front desk activities such as redirecting phone calls and distributing correspondence. They should be equipped with skills like attention to detail, dependability, and communication skills.
There are some key differences in the responsibilities of each position. For example, customer contact specialist responsibilities require skills like "strong problem-solving," "strong customer service," "customer satisfaction," and "customer care." Meanwhile a typical receptionist/customer service has skills in areas such as "phone calls," "data entry," "front desk," and "scheduling appointments." This difference in skills reveals the differences in what each career does.
Receptionist/customer services earn the highest salaries when working in the manufacturing industry, with an average yearly salary of $30,365. On the other hand, customer contact specialists are paid more in the insurance industry with an average salary of $35,229.receptionist/customer services tend to reach similar levels of education than customer contact specialists. In fact, receptionist/customer services are 2.9% less likely to graduate with a Master's Degree and 0.4% less likely to have a Doctoral Degree.Customer contact specialist vs. Customer relations coordinator
A customer relations coordinator oversees a company's customer service programs, ensuring clients receive optimal support and service. They conduct market research and analysis, study client feedback, organize customer loyalty incentives, coordinate customer service teams, establish programs, supervise staff performance, and solve issues and concerns when any arise. They may also communicate directly with clients to assist them by answering inquiries, solving problems and concerns, issuing refunds or product replacements, offering discounts, and promoting products or services.
In addition to the difference in salary, there are some other key differences worth noting. For example, customer contact specialist responsibilities are more likely to require skills like "strong problem-solving," "strong customer service," "credit card," and "telephone calls." Meanwhile, a customer relations coordinator has duties that require skills in areas such as "customer relations," "credit card payments," "collection procedures," and "problem resolution." These differences highlight just how different the day-to-day in each role looks.
Customer relations coordinators may earn a higher salary than customer contact specialists, but customer relations coordinators earn the most pay in the automotive industry with an average salary of $39,584. On the other hand, customer contact specialists receive higher pay in the insurance industry, where they earn an average salary of $35,229.customer relations coordinators earn similar levels of education than customer contact specialists in general. They're 0.1% less likely to graduate with a Master's Degree and 0.4% less likely to earn a Doctoral Degree.Customer contact specialist vs. Customer services coordinator
A customer service coordinator ensures that the company will have a top-level customer service. Thus, they work to maintain the positive image, brand, and prestige of the company. The customer service coordinator supervises a team of customer service representatives and makes sure that the team follows the policies and procedures of the company. The coordinator is also responsible for offering excellent customer service, handling customer complaints, conducting quality assurance surveys, and reporting their findings. Candidates must have relevant experience to relate jobs, excellent communication skills, and exemplary management skills.
Some important key differences between the two careers include a few of the skills necessary to fulfill the responsibilities of each. Some examples from customer contact specialist resumes include skills like "strong problem-solving," "strong customer service," "customer care," and "insurance claims," whereas a customer services coordinator is more likely to list skills in "data entry," "team-oriented environment," "work ethic," and "logistics. "
Customer services coordinators make a very good living in the finance industry with an average annual salary of $38,074. On the other hand, customer contact specialists are paid the highest salary in the insurance industry, with average annual pay of $35,229.When it comes to education, customer services coordinators tend to earn similar degree levels compared to customer contact specialists. In fact, they're 0.3% less likely to earn a Master's Degree, and 0.3% less likely to graduate with a Doctoral Degree.Customer contact specialist vs. Customer agent
A customer agent provides friendly service to external and internal customers. Customer agents talk to customers on behalf of businesses and companies. They help customers with their queries and complaints. It is their job to give customers a better understanding of the products. They answer questions with regards to their reservations. Sometimes, they also have sales roles. Oftentimes, they answer questions, process sales, provide information, and resolve problems.
Types of customer contact specialist
Updated January 8, 2025
