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Become A Customer Relations Associate

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Working As A Customer Relations 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

  • $67,898

    Average Salary

What Does A Customer Relations 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 Relations 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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Do you work as a Customer Relations Associate?

Customer Relations Associate Jobs

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Average Length of Employment
Top Employers Before
Cashier 6.9%
Internship 5.5%
Teller 5.0%
Barista 1.8%
Volunteer 1.8%
Manager 1.8%
Top Employers After
Cashier 6.4%
Teller 4.5%
Manager 3.5%
Supervisor 3.0%
Associate 3.0%
Volunteer 2.5%

Do you work as a Customer Relations Associate?

Customer Relations Associate Demographics

Gender

Female

63.3%

Male

34.0%

Unknown

2.7%
Ethnicity

White

60.8%

Hispanic or Latino

15.8%

Black or African American

11.2%

Asian

9.0%

Unknown

3.2%
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Foreign Languages Spoken

Spanish

40.5%

French

23.8%

German

7.1%

Arabic

7.1%

Portuguese

2.4%

Khmer

2.4%

Chinese

2.4%

Turkish

2.4%

Vietnamese

2.4%

Hindi

2.4%

Urdu

2.4%

Korean

2.4%

Italian

2.4%
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Customer Relations Associate Education

Schools

University of Nebraska - Lincoln

11.0%

University of Phoenix

9.9%

University of North Carolina at Chapel Hill

8.8%

University of Nebraska at Kearney

7.7%

Southeast Community College Area

6.6%

Western Illinois University

5.5%

Kaplan University

5.5%

University of Maryland - University College

4.4%

Michigan State University

4.4%

George Washington University

3.3%

University of Houston

3.3%

Remington College

3.3%

Loyola University of Chicago

3.3%

University of North Dakota

3.3%

Liberty University

3.3%

Strayer University

3.3%

University of Toledo

3.3%

University of Northern Iowa

3.3%

Tidewater Community College

3.3%

University of Pittsburgh -

3.3%
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Majors

Business

27.1%

Marketing

6.7%

Psychology

6.3%

Accounting

5.6%

Management

5.2%

Communication

5.2%

Graphic Design

5.2%

Medical Assisting Services

4.5%

Health Care Administration

4.5%

Criminal Justice

4.1%

Nursing

3.7%

Fine Arts

3.3%

English

3.0%

Political Science

3.0%

General Studies

2.2%

Liberal Arts

2.2%

Human Resources Management

2.2%

Journalism

2.2%

Education

1.9%

Public Relations

1.9%
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Degrees

Bachelors

46.8%

Other

23.9%

Masters

13.7%

Associate

9.2%

Certificate

3.5%

Diploma

2.1%

Doctorate

0.7%
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Top Skills for A Customer Relations Associate

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  1. Phone Calls
  2. Positive Customer Relations
  3. Email
You can check out examples of real life uses of top skills on resumes here:
  • Handled customer issues through quarterly service visits to government facilities, yearly health fairs, phone calls and written correspondence.
  • Maintained and built Business-to-Business relationships through email correspondence and scheduled telephone conversations.
  • Collaborate with NYC government agency liaisons to analyze customer satisfaction trends as well as opportunities for improvement.
  • Investigated and addressed customer concerns that resulted in a better understanding of the customer credit card and terms.
  • Identify, resolve and respond to customer inquires effectively, with sensitivity to customer needs.

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Top Customer Relations Associate Employers

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