A customer service expert is responsible for providing excellent customer by responding to the customers' inquiries and concerns regarding the goods and services the company offers. Customer service experts also handle and escalate high-level complaints, processing order replacements, and issuing refunds as needed. They check customer accounts, resolve billing issues, and monitor product delivery details. A customer service expert must have excellent communication and organizational skills, especially the knowledge of sales techniques, to sell services that would increase the company's revenues and profitability.

Customer Service Expert Responsibilities

Here are examples of responsibilities from real customer service expert resumes representing typical tasks they are likely to perform in their roles.

  • Utilize CRM (Zendex) to record track and manage inquiries.
  • Develop and execute training programs for new hires at the POS.
  • Handle customer inquiries about bill and new or affordable TV, internet and phone packages.
  • Develop expertise in brand aesthetic and product placement in support of windows and in-store setups.
  • Provide troubleshooting steps such as email, internet, and domain structures by using trouble ticketing systems.
  • Receive and distribute inventory, operate cash register and POS machine, problem solving, and assisting customers.
  • Develop PowerPoint presentations, new tracking systems and reports that are praised for their quality, comprehensiveness and timeliness.
  • Process transactions such as deposits, retirement savings plan contributions, ATM transactions, night deposits, and mail deposits.
  • Answer inquiries about bank deposit products and service charges; ATM debit card usage; and checking and savings account transactions.
  • Facilitate inter-departmental communication to effectively provide customer support.
Customer Service Expert Traits
Communication skills shows that you are able to relay your thoughts, opinions and ideas clearly to those around you.
Computer skills involves understanding how to operate a computer, as well as computer programs and applications.
Customer-service skills involve listening skills that allow you to communicate efficiently and respectfully with a customer.

Customer Service Expert Job Description

Between the years 2018 and 2028, customer service expert jobs are expected to undergo a growth rate described as "decline" at -2%, according to the Bureau of Labor Statistics. So if the thought "should I become a customer service expert?" Has crossed your mind, maybe you should take the growth rate into account. In addition, the number of customer service expert opportunities that are projected to become available by 2028 is -51,600.

A customer service expert annual salary averages $118,246, which breaks down to $56.85 an hour. However, customer service experts can earn anywhere from upwards of $79,000 to $176,000 a year. This means that the top-earning customer service experts make $97,000 more than the lowest-earning ones.

It's hard work to become a customer service expert, but even the most dedicated employees consider switching careers from time to time. Whether you're interested in a more challenging position or just looking for a fresh start, we've compiled extensive information on becoming a customer associate, customer sales representative, sales associate and customer service, and service agent.

Customer Service Expert Jobs You Might Like

Customer Service Expert Resume Examples

Customer Service Expert Skills and Personality Traits

We calculated that 39% of Customer Service Experts are proficient in Communication, Customer Base, and Customer Service. They’re also known for soft skills such as Communication skills, Computer skills, and Customer-service skills.

We break down the percentage of Customer Service Experts that have these skills listed on their resume here:

  • Communication, 39%

    Risk Management, Organizational Effectiveness, maximize sales and ensure effective communication between marketing teams.

  • Customer Base, 14%

    Provide expert level customer support for a global customer base for Siemens NX software.

  • Customer Service, 14%

    Provide excellent customer service, administer customer transactions, promote corporate specials, set customer appointments and run credit applications.

  • High Volume, 5%

    Manage high volume of incoming calls from providers, Physician office, and patients.

  • Powerpoint, 5%

    Developed innovative PowerPoint presentations used by the supervisors to enhance co-works knowledge of company metrics and how to obtain them.

  • Product Knowledge, 5%

    Lot's of product knowledge with many technologies.

"communication," "customer base," and "customer service" aren't the only skills we found customer service experts list on their resumes. In fact, there's a whole list of customer service expert responsibilities that we found, including:

  • Arguably the most important personality trait for a customer service expert to have happens to be communication skills. An example from a resume said this about the skill, "customer service representatives must be able to provide clear information in writing, by phone, or in person." Additionally, other resumes have pointed out that customer service experts can use communication skills to "manage website administration and all customer service communications including product questions and payments. "
  • Another commonly found skill for being able to perform customer service expert duties is the following: computer skills. According to a customer service expert resume, "customer service representatives must be adept at using computers.  ." Check out this example of how customer service experts use computer skills: "enter patient information into customized computer system for client records. "
  • Another skill that is quite popular among customer service experts is customer-service skills. This skill is very critical to fulfilling every day responsibilities as is shown in this example from a customer service expert resume: "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: "provide an engaging customer experience through knowledgeable, friendly and efficient service while following the direction of the store management team. "
  • A customer service expert responsibilities sometimes require "interpersonal skills." The responsibilities that rely on this skills are shown by this resume excerpt: "representatives should be able to create positive interactions with customers." This resume example shows how this skill is used by customer service experts: "utilized excellent interpersonal and communication skills to resolve challenging customer scenarios which escalated to the supervisor or director level. "
  • Another common skill for a customer service expert to be able to utilize is "listening skills." Representatives must listen carefully to ensure that they understand customers in order to assist them. A customer service expert demonstrated the need for this skill by putting this on their resume: "worked in the customer service center provided customer service throughout the store communicated with customers to satisfy their needs"
  • Another skill commonly found on customer service expert resumes is "patience." This description of the skill was found on several customer service expert resumes: "representatives should be patient and polite, especially when interacting with dissatisfied customers." Here's an example from a resume of how this skill could fit into the day-to-day customer service expert responsibilities: "resolved customer complaints and conflicts; used patience and courtesy in dealing with the public. "
  • See the full list of customer service expert skills.

    After discovering the most helpful skills, we moved onto what kind of education might be helpful in becoming a customer service expert. We found that 41.5% of customer service experts have graduated with a bachelor's degree and 3.9% of people in this position have earned their master's degrees. While some customer service experts have a college degree, you may find it's also true that generally it's possible to be successful in this career with only a high school degree. In fact, our research shows that one out of every five customer service experts were not college graduates.

    Those customer service experts who do attend college, typically earn either business degrees or general studies degrees. Less commonly earned degrees for customer service experts include psychology degrees or health care administration degrees.

    Once you're ready to become a customer service expert, you should explore the companies that typically hire customer service experts. According to customer service expert resumes that we searched through, customer service experts are hired the most by Marriott International, Sykes Enterprises, and Cabela's. Currently, Marriott International has 9 customer service expert job openings, while there are 8 at Sykes Enterprises and 7 at Cabela's.

    If you're interested in companies where customer service experts make the most money, you'll want to apply for positions at Boston Consulting Group, Novartis, and DocuSign. We found that at Boston Consulting Group, the average customer service expert salary is $159,042. Whereas at Novartis, customer service experts earn roughly $140,107. And at DocuSign, they make an average salary of $136,954.

    View more details on customer service expert salaries across the United States.

    Some other companies you might be interested in as a customer service expert include Best Buy, Dick's Sporting Goods, and Bank of America. These three companies were found to hire the most customer service experts from the top 100 U.S. educational institutions.

    The three companies that hire the most prestigious customer service experts are:

      What Customer Associates Do

      A customer associate is responsible for providing the best customer service by assisting the customers with their inquiries and concerns, as well as resolving their complaints, processing replacements, and issuing refunds as needed. Customer associates also sell products and services to the customers, demonstrating product features, and identifying business opportunities to drive more revenues and profits for the business. They must have excellent communication and organizational skills to process orders and payments timely and accurately.

      We looked at the average customer service expert annual salary and compared it with the average of a customer associate. Generally speaking, customer associates receive $72,630 lower pay than customer service experts per year.

      While the salaries between these two careers can be different, they do share some of the same responsibilities. Employees in both customer service experts and customer associates positions are skilled in communication, customer base, and customer service.

      These skill sets are where the common ground ends though. A customer service expert responsibility is more likely to require skills like "multiple tasks," "internet," "patient demographics," and "potential patients." Whereas a customer associate requires skills like "phone calls," "stock shelves," "special orders," and "external customers." Just by understanding these different skills you can see how different these careers are.

      The education levels that customer associates earn is a bit different than that of customer service experts. In particular, customer associates are 2.1% less likely to graduate with a Master's Degree than a customer service expert. Additionally, they're 0.1% more likely to earn a Doctoral Degree.

      What Are The Duties Of a Customer Sales Representative?

      The primary role of customer service representatives is to help customers with questions and complaints. It is also their duties and responsibilities to provide customers with information about services and products, take and process orders, and process returns and modifications. They also store records of customer transactions and interactions and provide feedback on customer service efficacy. Customer service representatives must also ensure that they can give customer satisfaction and offer the best professional support.

      Now we're going to look at the customer sales representative profession. On average, customer sales representatives earn a $75,911 lower salary than customer service experts a year.

      A similarity between the two careers of customer service experts and customer sales representatives are a few of the skills associated with both roles. We used resumes from both professions to find that both use skills like "communication," "customer base," and "customer service. "

      While some skills are similar in these professions, other skills aren't so similar. For example, several resumes showed us that customer service expert responsibilities requires skills like "powerpoint," "multiple tasks," "patient demographics," and "potential patients." But a customer sales representative might use skills, such as, "potential customers," "customer sales," "golf courses," and "customers needs."

      On the topic of education, customer sales representatives earn similar levels of education than customer service experts. In general, they're 2.6% less likely to graduate with a Master's Degree and 0.1% more likely to earn a Doctoral Degree.

      How a Sales Associate And Customer Service Compares

      Sales and customer service associates are employees who are responsible for closing out sales deals and attending to customer needs. They are in charge of selling company goods and services to potential clients, often citing the common needs of prospective clients to ensure sales. They also handle customer inquiries and complaints and try their best to mitigate any problems that would arise. They are expected to be experts on company products to ensure that they can provide the best service to customers. Sales and customer service associates should have strong interpersonal skills, customer service skills, and communication skills.

      The third profession we take a look at is sales associate and customer service. On an average scale, these workers bring in lower salaries than customer service experts. In fact, they make a $80,417 lower salary per year.

      Using customer service experts and sales associate and customer services resumes, we found that both professions have similar skills such as "communication," "customer base," and "customer service," but the other skills required are very different.

      As mentioned, these two careers differ between other skills that are required for performing the work exceedingly well. For example, gathering from customer service experts resumes, they are more likely to have skills like "powerpoint," "multiple tasks," "patient demographics," and "potential patients." But a sales associate and customer service might have skills like "phone calls," "retail sales," "new merchandise," and "customers needs."

      Sales associate and customer services are known to earn similar educational levels when compared to customer service experts. Additionally, they're 4.4% less likely to graduate with a Master's Degree, and 0.2% less likely to earn a Doctoral Degree.

      Description Of a Service Agent

      A service agent is a professional whose primary function is to provide a friendly service to internal and external customers about the organization's products and services. An agent should be people-oriented, highly motivated with a positive and friendly attitude. Although an agent usually works in a call center, an agent can communicate in various ways, such as the telephone or often face to face. The minimum educational requirement of being a service agent is a high school diploma; however, the customer service experience is a plus.

      Now, we'll look at service agents, who generally average a lower pay when compared to customer service experts annual salary. In fact, the difference is about $78,345 per year.

      According to resumes from both customer service experts and service agents, some of the skills necessary to complete the responsibilities of each role are similar. These skills include "communication," "customer service," and "high volume. "

      Each job requires different skills like "customer base," "powerpoint," "product knowledge," and "sales goals," which might show up on a customer service expert resume. Whereas service agent might include skills like "fluid levels," "regular maintenance," "quality standards," and "service areas."

      Service agents reach similar levels of education when compared to customer service experts. The difference is that they're 2.8% more likely to earn a Master's Degree less, and 0.2% more likely to graduate with a Doctoral Degree.