What does a customer liaison do?
Customer liaisons are professionals who act as the focal point to deal with customer problems, questions, or concerns by coordinating with the proper company personnel to provide accurate answers for them. They are required to handle inbound calls to resolve immediate issues while providing excellent customer service to members. They must manage concerns related to customer service so that they can maintain customer loyalty and encourage future business. Customer liaisons must also train all new staff members to handle a high volume of calls while maintaining positive service to clients.
Customer liaison responsibilities
Here are examples of responsibilities from real customer liaison resumes:
- Lead safety, quality, and customer site visits; bring facilities into ISO and OSHA compliance.
- Lead departmental operating reviews that are in line with expectations of HIPAA providing physician leaders with critical data.
- Ensure packaging specs where ISO certify.
- Assist manager with human resources, payroll, and personnel functions.
- Establish chart of accounts; provide bookkeeping, payroll, A/R and A/P.
- Produce PowerPoint presentations to enhance staff development initiatives.
- Coordinate logistics for shipments of products for international customers.
- Work with department supervisors to help troubleshoot problems encounter with analytical methods and sample testing.
- Develop and deliver informational and engaging presentation management, clients and trainees using PowerPoint, Webinars and role-plays.
- Provide psychiatric consultation and medications management to geriatric patients in a variety of rehabilitation and long-term-care facilities in the area.
- Create and implement procedures, QA and compliance policies.
- Provide application support, training, QA, and UAT for solar quoting tools and integrate systems.
- Provide exceptional customer service to customers regarding MetLife products
Customer liaison skills and personality traits
We calculated that 43% of Customer Liaisons are proficient in Customer Service, PowerPoint, and Customer Care. They’re also known for soft skills such as Communication skills, Computer skills, and Customer-service skills.
We break down the percentage of Customer Liaisons that have these skills listed on their resume here:
- Customer Service, 43%
Established standardized process flow and procedures by collaborating with sales and customer service that reduced internal conflicts and improved product delivery.
- PowerPoint, 16%
Created and presented Retirement Plan Processing training guide along with PowerPoint presentation for employees located in the Memphis, TN office.
- Customer Care, 9%
Participate in multidisciplinary teams and meeting regarding, for example customer care solutions.
- Customer Satisfaction, 4%
Company Performed site surveys for installation materials and engineering requirements Company on-site liaison assuring customer satisfaction, identifying and resolving problems.
- Customer Support, 4%
Followed up on all customer support incidents via phone and email, once the issues was resolved.
- Logistics, 2%
Performed Logistics Support Analysis and developed Functional Block Diagrams for the Electrical/Avionics subsystems on the Tandem Rotor Helicopter.
"customer service," "powerpoint," and "customer care" are among the most common skills that customer liaisons use at work. You can find even more customer liaison responsibilities below, including:
Communication skills. One of the key soft skills for a customer liaison to have is communication skills. You can see how this relates to what customer liaisons do because "customer service representatives must be able to provide clear information in writing, by phone, or in person." Additionally, a customer liaison resume shows how customer liaisons use communication skills: "contracted as customer support for cox communications. "
Customer-service skills. Another skill that relates to the job responsibilities of customer liaisons is customer-service skills. This skill is critical to many everyday customer liaison 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: "provided customer support and problem resolution from sale to post-installation effectively increasing new customer referrals. "
Interpersonal skills. A big part of what customer liaisons do relies on "interpersonal skills." You can see how essential it is to customer liaison responsibilities because "representatives should be able to create positive interactions with customers." Here's an example of how this skill is used from a resume that represents typical customer liaison tasks: "worked interpersonally to ensure customer satisfaction. "
Listening skills. A commonly-found skill in customer liaison job descriptions, "listening skills" is essential to what customer liaisons do. Customer liaison responsibilities rely on this skill because "representatives must listen carefully to ensure that they understand customers in order to assist them." You can also see how customer liaison duties rely on listening skills in this resume example: "communicated with clients and stylists, scheduled appointments, and handled any concerns regarding customer service and client satisfaction. "
Patience. While "patience" is last on this skills list, don't underestimate its importance to customer liaison responsibilities. Much of what a customer liaison does relies on this skill, seeing as "representatives should be patient and polite, especially when interacting with dissatisfied customers." Here is a resume example of how this skill is used in the everyday duties of customer liaisons: "change orders)skills used-strong customer service skills-sales technique-patience-use of the microsoft office suite-moderate problem solving skills"
The three companies that hire the most customer liaisons are:
- Apria Healthcare43 customer liaisons jobs
- Northwell Health4 customer liaisons jobs
- RWJBarnabas Health4 customer liaisons jobs
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Compare different customer liaisons
Customer liaison vs. Associate customer service representative
An associate customer service representative is responsible for providing high customer service by assisting customers on their inquiries and concerns, as well as resolving and escalating high-level complaints to the supervisor or tenured customer service representative. Associate customer service representatives also process orders and payments from the customers, replacing defective items, and issuing refunds as needed. They must have excellent communication and organizational skills, especially on handling data processing procedures to the database for reference to customer concerns.
There are some key differences in the responsibilities of each position. For example, customer liaison responsibilities require skills like "logistics," "customer relations," "purchase orders," and "main liaison." Meanwhile a typical associate customer service representative has skills in areas such as "patients," "sales floor," "customer calls," and "telephone calls." This difference in skills reveals the differences in what each career does.
Associate customer service representatives tend to reach similar levels of education than customer liaisons. In fact, associate customer service representatives are 3.6% less likely to graduate with a Master's Degree and 0.5% less likely to have a Doctoral Degree.Customer liaison vs. Customer support representative
A customer support representative is responsible for answering calls and correspondence, providing customer assistance in various technical issues, concerns, or difficulties. There are also instances when they must make calls to follow-up on the issues, or even sell products and services. Most of the time, a customer support representative has a certain quota to reach and works under a manager's supervision. Furthermore, it is essential to keep accurate records and report to managers or supervisors should there be any problems.
In addition to the difference in salary, there are some other key differences worth noting. For example, customer liaison responsibilities are more likely to require skills like "customer service," "customer care," "logistics," and "customer relations." Meanwhile, a customer support representative has duties that require skills in areas such as "technical support," "data entry," "work ethic," and "inbound phone calls." These differences highlight just how different the day-to-day in each role looks.
Average education levels between the two professions vary. Customer support representatives tend to reach similar levels of education than customer liaisons. In fact, they're 2.6% less likely to graduate with a Master's Degree and 0.5% less likely to earn a Doctoral Degree.Customer liaison vs. Customer relations representative
A customer relations representative is responsible for providing the highest customer service by interacting with customers to respond to their inquiries and concerns, process their requests, and resolve their complaints. Customer relations representatives assist the customers with their needs by offering products and services according to their requirements and budget limitations. They may also sell newly launched products to the customers, discuss features and usability, and generate payments and delivery details. A customer relations representative must have excellent communication and organizational skills to maintain healthy business relationships with the customers to achieve the company's long-term goals and objectives.
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 liaison resumes include skills like "customer care," "logistics," "purchase orders," and "main liaison," whereas a customer relations representative is more likely to list skills in "team-oriented environment," "propane," "customer retention," and "schedule appointments. "
Customer relations representatives typically earn similar educational levels compared to customer liaisons. Specifically, they're 2.5% less likely to graduate with a Master's Degree, and 0.3% less likely to earn a Doctoral Degree.Customer liaison vs. Customer service representative
Customer service representatives are the first point of contact of the customers, acting as the frontiers of the company and help in driving customer loyalty and retention by leaving a great impression and resolving all of their concerns. They accommodate customer queries by providing useful and comprehensive information about any products or services. Some would use that as an opportunity to market and promote more sales. The most challenging issues they use to handle are customer complaints and processing of refunds and returns. They also assist in basic troubleshooting or accounts and payment setup with the use of specific guidelines or step by step procedures. At most, they help and solve customer issues on their own, but sometimes they would need support from supervisors or other departments.
Types of customer liaison
Updated January 8, 2025
