What does a customer service liaison do?
Customer service liaisons are professionals who facilitate a working relationship between clients and an organization by providing excellent customer service. These liaisons must coordinate with the proper personnel to provide accurate answers for customers with concerns or questions. They must handle outgoing and incoming calls to provide positive client relations and ensure satisfaction. Customer service liaisons must also implement internal procedures and supervise technology updates to ensure all information records are organized for proper networking among employees and customers.
Customer service liaison responsibilities
Here are examples of responsibilities from real customer service liaison resumes:
- Manage firm's business accounts, including billing, A/R, A/P, and tax issues
- Manage cash balances and inventory stock accurately; ensure cleanliness of all work stations and guarantee excellent customer service.
- Develop policies and procedures to implement current HIPAA protocols to protect digital data.
- Develop a list of private physicians, psychiatrists, and psychologists who accept Medicaid assistance.
- Process and file proper Medicaid billing, adjustments, and claims for payment and primary collections.
- Develop and continually update training curricula, including scripts and talking points, PowerPoint presentations, and handouts.
- Develop positive relations with third party freight resources and facilitate communication to ensure meeting goals for the efficiency of logistics operations.
- Interact with individual customers and broker representatives by phone and email, providing excellent customer service to troubleshoot technical account problems.
- Provide above average service to customers by bagging groceries appropriately and assist with carryout and loading merchandise into customer's vehicle.
- Research and or resolve issues include in the CES to MMR report for CMS along with other special reports assign.
- Process and adjust claims for payment to members, physicians and medical facilities using CPT, ICD-9 and HCPC codes.
- Monitor building perimeters on CCTV security equipment and log in proper data concerning issues with the building.
- Organize and audit reviews with Chrysler team and external suppliers.
- Process all customer exchanges when necessary, minimizing revenue loss and upselling when possible.
- Gain experience in upselling golf packages and experience in day to day training and mentorship of caddies in a caddie program.
Customer service liaison skills and personality traits
We calculated that 61% of Customer Service Liaisons are proficient in Strong Customer Service, Patients, and Phone Calls. 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 Liaisons that have these skills listed on their resume here:
- Strong Customer Service, 61%
Used strong customer service skills and demonstrated a balance of sensitivity to customers along with maintaining accuracy and production standards.
- Patients, 16%
Confirmed patient appointments and provided customer service consults to patients and physician staff to enhance patient preparation for examination.
- Phone Calls, 2%
Oversee the receptionist area, including answering phone calls, greeting walk-ins, sorting the mail and inputting data.
- Data Entry, 2%
Keep detailed records of daily activities and perform data entry of significant information regarding medical information and financial documents.
- Excellent Interpersonal, 2%
Have excellent interpersonal, organizational, and verbal communication skills.
- Outbound Calls, 1%
Handed high call volume inbound and outbound calls.
"strong customer service," "patients," and "phone calls" are among the most common skills that customer service liaisons use at work. You can find even more customer service liaison responsibilities below, including:
Communication skills. The most essential soft skill for a customer service liaison to carry out their responsibilities is communication skills. This skill is important for the role because "customer service representatives must be able to provide clear information in writing, by phone, or in person." Additionally, a customer service liaison resume shows how their duties depend on communication skills: "have excellent interpersonal, organizational, and verbal communication skills. "
Customer-service skills. customer service liaisons are also known for customer-service skills, which are critical to their duties. You can see how this skill relates to customer service liaison responsibilities, because "representatives help companies retain customers by professionally answering questions and helping to resolve complaints." A customer service liaison resume example shows how customer-service skills is used in the workplace: "achieved accuracy of data entry information on multiple customer accounts. "
Listening skills. A big part of what customer service liaisons do relies on "listening skills." You can see how essential it is to customer service liaison responsibilities because "representatives must listen carefully to ensure that they understand customers in order to assist them." Here's an example of how this skill is used from a resume that represents typical customer service liaison tasks: "communicated information on the amnesty program through phone calls to and from customers. "
Patience. Another crucial skill for a customer service liaison to carry out their responsibilities is "patience." A big part of what customer service liaisons relies on this skill, since "representatives should be patient and polite, especially when interacting with dissatisfied customers." How this skill relates to customer service liaison duties can be seen in an example from a customer service liaison resume snippet: "approached members with the compassion and patience needed to navigate sensitive situations. "
Problem-solving skills. Another skill commonly found on customer service liaison job descriptions is "problem-solving skills." It can come up quite often in customer service liaison duties, since "representatives must determine solutions to customers’ problems." Here's an example from a resume of how this skill fits into day-to-day customer service liaison responsibilities: "resolved outstanding issues, answered phones, filing, data entry"
The three companies that hire the most customer service liaisons are:
- Kwik Trip44 customer service liaisons jobs
- UPMC9 customer service liaisons jobs
- Montefiore Mount Vernon Hospital5 customer service liaisons jobs
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Compare different customer service liaisons
Customer service 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.
There are some key differences in the responsibilities of each position. For example, customer service liaison responsibilities require skills like "strong customer service," "patients," "excellent interpersonal," and "regulatory agencies." Meanwhile a typical customer relations representative has skills in areas such as "team-oriented environment," "propane," "customer retention," and "schedule appointments." This difference in skills reveals the differences in what each career does.
Customer relations representatives earn the highest salaries when working in the finance industry, with an average yearly salary of $42,057. On the other hand, customer service liaisons are paid more in the technology industry with an average salary of $40,134.customer relations representatives tend to reach similar levels of education than customer service liaisons. In fact, customer relations representatives are 4.0% less likely to graduate with a Master's Degree and 1.0% less likely to have a Doctoral Degree.Customer service liaison vs. International customer service representative
An international customer service representative usually communicates with an international client. Their work is to take calls and answer queries about a particular product or service. They promote keep track of shipments to ensure that they will be delivered on time. They act as a liaison between a particular company and its client. This position requires someone who is customer-oriented and has organizational and management skills.
While some skills are similar in these professions, other skills aren't so similar. For example, resumes show us that customer service liaison responsibilities requires skills like "strong customer service," "patients," "phone calls," and "data entry." But an international customer service representative might use other skills in their typical duties, such as, "logistics," "order entry," "international customer service," and "forwarders."
On average, international customer service representatives earn a lower salary than customer service liaisons. Some industries support higher salaries in each profession. Interestingly enough, international customer service representatives earn the most pay in the health care industry with an average salary of $35,055. Whereas customer service liaisons have higher pay in the technology industry, with an average salary of $40,134.Average education levels between the two professions vary. International customer service representatives tend to reach similar levels of education than customer service liaisons. In fact, they're 1.7% less likely to graduate with a Master's Degree and 1.0% less likely to earn a Doctoral Degree.Customer service 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.
The required skills of the two careers differ considerably. For example, customer service liaisons are more likely to have skills like "strong customer service," "phone calls," "data entry," and "excellent interpersonal." But a associate customer service representative is more likely to have skills like "customer service," "customer satisfaction," "sales floor," and "customer calls."
Associate customer service representatives earn the best pay in the finance industry, where they command an average salary of $37,473. Customer service liaisons earn the highest pay from the technology industry, with an average salary of $40,134.associate customer service representatives typically earn lower educational levels compared to customer service liaisons. Specifically, they're 5.0% less likely to graduate with a Master's Degree, and 1.1% less likely to earn a Doctoral Degree.Customer service liaison vs. Customer care advocate
A customer care advocate is responsible for monitoring customer transactions, ensuring the highest customer service satisfaction by timely responses and complaint resolution. Customer care advocates recommend strategic procedures and training programs necessary for handling customer support. They manage customer concerns and conduct interviews to identify customer preferences and build other business opportunities to build a good reputation for the organization. A customer care advocate must have excellent communication and organizational skills to promote customer advocacy and determine the best customer service practices.
Types of customer service liaison
Updated January 8, 2025
