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Become A Customer Experience Associate

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Working As A Customer Experience Associate

  • 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

  • $84,602

    Average Salary

What Does A Customer Experience Associate 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 Experience Associate

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 Experience Associate Videos

The Opening - A day in the life of a PwC tax associate

Cisco Sales Associates Program (Part 1) | Cisco University Careers

Customer Experience Associate Jobs

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Customer Experience Associate Typical Career Paths

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Help others decide if this is a good career for them

Average Length of Employment
Customer Agent 2.0 years
Customer Advisor 1.8 years
Customer Associate 1.8 years
Top Careers Before Customer Experience Associate
Cashier 11.1%
Internship 7.7%
Teller 6.1%
Server 3.4%
Volunteer 2.3%
Top Careers After Customer Experience Associate
Cashier 8.7%
Internship 7.0%
Volunteer 4.3%
Server 4.3%
Specialist 3.5%
Barista 2.6%
Owner 2.6%
Teacher 2.6%

Do you work as a Customer Experience Associate?

Customer Experience Associate Demographics

Gender

Female

68.9%

Male

29.3%

Unknown

1.8%
Ethnicity

White

62.2%

Hispanic or Latino

14.6%

Black or African American

10.9%

Asian

8.5%

Unknown

3.9%
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Foreign Languages Spoken

Spanish

52.8%

French

16.7%

Portuguese

5.6%

German

5.6%

Italian

5.6%

Bassa

2.8%

Braille

2.8%

Japanese

2.8%

Hmong

2.8%

Arabic

2.8%
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Customer Experience Associate Education

Schools

University of Phoenix

8.5%

University of Connecticut

6.8%

Fordham University

6.8%

Fashion Institute of Technology

6.8%

University of Alabama

5.1%

Saint John's University - New York

5.1%

Boston University

5.1%

Florida State College at Jacksonville

5.1%

Strayer University

5.1%

University of North Texas

5.1%

University of Massachusetts Amherst

5.1%

University of Tennessee - Chattanooga

5.1%

Auburn University

5.1%

Belmont University

5.1%

Texas A&M University

3.4%

Georgia State University

3.4%

Johnson & Wales University

3.4%

Hinds Community College

3.4%

Georgia Perimeter College

3.4%

Northern Kentucky University

3.4%
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Majors

Business

24.8%

Psychology

10.3%

Communication

7.5%

Criminal Justice

6.1%

Marketing

5.6%

Liberal Arts

5.1%

Accounting

5.1%

General Studies

3.7%

Nursing

3.7%

Public Relations

3.7%

Kinesiology

2.8%

English

2.8%

Political Science

2.8%

Human Resources Management

2.8%

Graphic Design

2.8%

Legal Support Services

2.3%

History

2.3%

Journalism

1.9%

Finance

1.9%

Information Systems

1.9%
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Degrees

Bachelors

56.2%

Other

18.3%

Associate

11.6%

Masters

9.6%

Certificate

2.9%

Diploma

0.9%

License

0.6%
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Customer Experience Associate Videos

The Opening - A day in the life of a PwC tax associate

Cisco Sales Associates Program (Part 1) | Cisco University Careers

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Top Skills for A Customer Experience Associate

  1. Customer Service
  2. Sales Floor
  3. Credit Card
You can check out examples of real life uses of top skills on resumes here:
  • Served as the primary cashier and customer service representative entrusted for providing outstanding customer service and satisfaction.
  • Assisted customers with fitting room needs and provided sales floor assistance (as needed).
  • Managed cash and credit card transactions accurately.
  • Service existing customers and prospective customers by providing technical support for all of Comcast's products and services.
  • Resolved approximately 200 inquiries daily via phone calls, emails, live chats; recognized as the most productive associate.

How Would You Rate Working As a Customer Experience Associate?

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Top Customer Experience Associate Employers

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Jobs From Top Customer Experience Associate Employers

Customer Experience Associate Videos

The Opening - A day in the life of a PwC tax associate

Cisco Sales Associates Program (Part 1) | Cisco University Careers

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