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 representing typical tasks they are likely to perform in their roles.

  • Manage on-site registration at events including management of volunteers, registration setup, and coordinate all registration logistics.
  • Develop and continually update training curricula, including scripts and talking points, PowerPoint presentations, and handouts.
  • Support sales/marketing by researching products, customers, competitors via Internet.
  • Verify and ensure legibility of enrollment forms and documents receive via fax, internet and telephone for residential utility usage.
  • Provide excellent customer service, demonstrate knowledge of the online discount stock-brokerage industry, and meet established productivity and quality standards.
  • 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.
  • Analyze medical information including ICD-9 and CPT codes requiring authorization.
  • Review documentation for clarity and consistency within establish department standards and ensure compliance with CMS business rules.
  • Provide excellent customer service, demonstrate knowledge of the online discount stock-brokerage industry, and meet established productivity and quality standards.
Customer Service Liaison 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 Liaison Job Description

Perhaps the hardest question to answer when deciding on a career as a customer service liaison is "should I become a customer service liaison?" You might find this info to be helpful. When compared to other jobs, customer service liaison careers are projected to have a growth rate described as "decline" at -2% from 2018 through 2028. This is in accordance with the Bureau of Labor Statistics. What's more, is that the projected number of opportunities that are predicted to become available for a customer service liaison by 2028 is -51,600.

On average, the customer service liaison annual salary is $36,522 per year, which translates to $17.56 an hour. Generally speaking, customer service liaisons earn anywhere from $23,000 to $55,000 a year, which means that the top-earning customer service liaisons make $32,000 more than the ones at the lower end of the spectrum.

As is the case with most jobs, it takes work to become a customer service liaison. Sometimes people change their minds about their career after working in the profession. That's why we looked into some other professions that might help you find your next opportunity. These professions include a customer relations representative, international customer service representative, associate customer service representative, and customer care advocate.

Customer Service Liaison Jobs You Might Like

Customer Service Liaison Resume Examples

Customer Service Liaison Skills and Personality Traits

We calculated that 7% of Customer Service Liaisons are proficient in Emergency, Staff Members, and Data Entry. 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:

  • Emergency, 7%

    Point of contact for multidisciplinary team members; emergency residential placement, State Supported Living Center admissions and behavioral intervention placement.

  • Staff Members, 7%

    Collaborated with 12 staff members from 4 departments to establish Morale Boosters Group a program that effectively addressed employee dissatisfaction.

  • Data Entry, 7%

    Keep detailed records of daily activities and perform data entry of significant information regarding medical information and financial documents.

  • Outbound Calls, 7%

    Resolve season ticket holder concerns via appointment or out/inbound calls reassuring all have an entertaining and engaging game day atmosphere.

  • Phone Calls, 7%

    Oversee the receptionist area, including answering phone calls, greeting walk-ins, sorting the mail and inputting data.

  • Timely Fashion, 6%

    Interact with supervisors and peers to ensure all tasks and duties are completed with accuracy and in a timely fashion.

"emergency," "staff members," and "data entry" aren't the only skills we found customer service liaisons list on their resumes. In fact, there's a whole list of customer service liaison responsibilities that we found, including:

  • The most important skills for a customer service liaison to have in this position are communication skills. In this excerpt that we gathered from a customer service liaison resume, you'll understand why: "customer service representatives must be able to provide clear information in writing, by phone, or in person." According to resumes we found, communication skills can be used by a customer service liaison in order to "contributed to the productivity of management, sales force and brokers with effective communications and efficiency towards procedures. "
  • Another trait important for fulfilling customer service liaison duties is computer skills. According to a customer service liaison resume, "customer service representatives must be adept at using computers.  ." Here's an example of how customer service liaisons are able to utilize computer skills: "maintain data entry in computerized employ kentucky operating system. "
  • Another skill that is quite popular among customer service liaisons is customer-service skills. This skill is very critical to fulfilling every day responsibilities as is shown in this example from a customer service liaison 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: "achieved accuracy of data entry information on multiple customer accounts. "
  • A thorough review of lots of resumes revealed to us that "listening skills" is important to completing customer service liaison responsibilities. This resume example shows just one way customer service liaisons use this skill: "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 results to clients via email, fedex, and regular mail. "
  • As part of the customer service liaison description, you might find that one of the skills that might be helpful to the job is "patience." A customer service liaison resume included this snippet: "representatives should be patient and polite, especially when interacting with dissatisfied customers." This skill could be useful in this scenario: "combine patience and persistence to troubleshoot technical problems, website navigation and online account management. "
  • Lastly, this career requires you to be skillful in "problem-solving skills." According to customer service liaison resumes, "representatives must determine solutions to customers’ problems." This resume example highlights how customer service liaison responsibilities rely on this skill: "resolved outstanding issues, answered phones, filing, data entry"
  • See the full list of customer service liaison skills.

    Before becoming a customer service liaison, 54.5% earned their bachelor's degree. When it comes down to graduating with a master's degree, 8.0% customer service liaisons went for the extra education. If you're wanting to pursue this career, it may be possible to be successful with a high school degree. In fact, most customer service liaisons have a college degree. But about one out of every six customer service liaisons didn't attend college at all.

    Those customer service liaisons who do attend college, typically earn either a business degree or a psychology degree. Less commonly earned degrees for customer service liaisons include a liberal arts degree or a criminal justice degree.

    Once you're ready to become a customer service liaison, you should explore the companies that typically hire customer service liaisons. According to customer service liaison resumes that we searched through, customer service liaisons are hired the most by Thyssenkrupp Elevator Americas, City National Bank of Florida, and AmerisourceBergen. Currently, Thyssenkrupp Elevator Americas has 3 customer service liaison job openings, while there are 2 at City National Bank of Florida and 1 at AmerisourceBergen.

    If you're interested in companies where customer service liaisons make the most money, you'll want to apply for positions at AmerisourceBergen, Masonite International, and First Federal. We found that at AmerisourceBergen, the average customer service liaison salary is $54,295. Whereas at Masonite International, customer service liaisons earn roughly $40,980. And at First Federal, they make an average salary of $38,158.

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

    Some other companies you might be interested in as a customer service liaison include Lowe's, Walgreens, and J. C. Penney. These three companies were found to hire the most customer service liaisons from the top 100 U.S. educational institutions.

    The industries that customer service liaisons fulfill the most roles in are the retail and health care industries. But the highest customer service liaison annual salary is in the manufacturing industry, averaging $40,385. In the insurance industry they make $33,730 and average about $32,296 in the telecommunication industry. In conclusion, customer service liaisons who work in the manufacturing industry earn a 32.2% higher salary than customer service liaisons in the automotive industry.

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

      What Customer Relations Representatives Do

      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.

      In this section, we take a look at the annual salaries of other professions. Take customer relations representative for example. On average, the customer relations representatives annual salary is $9,706 lower than what customer service liaisons make on average every year.

      Even though customer service liaisons and customer relations representatives have vast differences in their careers, a few of the skills required to do both jobs are similar. For example, both careers require data entry, outbound calls, and phone calls in the day-to-day roles.

      There are some key differences in responsibilities as well. For example, a customer service liaison responsibilities require skills like "emergency," "staff members," "procedures," and "regulatory agencies." Meanwhile a typical customer relations representative has skills in areas such as "customer retention," "product knowledge," "crr," and "educate customers." This difference in skills reveals how truly different these two careers really are.

      Customer relations representatives receive the highest salaries in the manufacturing industry coming in with an average yearly salary of $43,637. But customer service liaisons are paid more in the manufacturing industry with an average salary of $40,385.

      Customer relations representatives tend to reach lower levels of education than customer service liaisons. In fact, customer relations representatives are 7.8% less likely to graduate with a Master's Degree and 1.6% less likely to have a Doctoral Degree.

      What Are The Duties Of an 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.

      Next up, we have the international customer service representative profession to look over. This career brings along a higher average salary when compared to a customer service liaison annual salary. In fact, international customer service representatives salary difference is $5,822 higher than the salary of customer service liaisons per year.

      Not everything about these jobs is different. Take their skills, for example. Customer service liaisons and international customer service representatives both include similar skills like "outbound calls," "high volume," and "powerpoint" on their resumes.

      While some skills are similar in these professions, other skills aren't so similar. For example, several resumes showed us that customer service liaison responsibilities requires skills like "emergency," "staff members," "data entry," and "phone calls." But an international customer service representative might use skills, such as, "logistics," "order entry," "international customer service," and "purchase orders."

      On average, international customer service representatives earn a higher salary than customer service liaisons. There are industries that support higher salaries in each profession respectively. Interestingly enough, international customer service representatives earn the most pay in the manufacturing industry with an average salary of $47,684. Whereas, customer service liaisons have higher paychecks in the manufacturing industry where they earn an average of $40,385.

      When it comes to the differences in education between the two professions, international customer service representatives tend to reach lower levels of education than customer service liaisons. In fact, they're 5.8% less likely to graduate with a Master's Degree and 1.6% less likely to earn a Doctoral Degree.

      How an Associate Customer Service Representative Compares

      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.

      Let's now take a look at the associate customer service representative profession. On average, these workers make lower salaries than customer service liaisons with a $9,321 difference per year.

      Using customer service liaisons and associate customer service representatives resumes, we found that both professions have similar skills such as "outbound calls," "high volume," and "telephone calls," 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 liaisons resumes, they are more likely to have skills like "emergency," "staff members," "data entry," and "phone calls." But a associate customer service representative might have skills like "new merchandise," "sales floor," "internet," and "product knowledge."

      Interestingly enough, associate customer service representatives earn the most pay in the insurance industry, where they command an average salary of $39,782. As mentioned previously, customer service liaisons highest annual salary comes from the manufacturing industry with an average salary of $40,385.

      Associate customer service representatives are known to earn lower educational levels when compared to customer service liaisons. Additionally, they're 12.1% less likely to graduate with a Master's Degree, and 1.8% less likely to earn a Doctoral Degree.

      Description Of a 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.

      Now, we'll look at customer care advocates, who generally average a lower pay when compared to customer service liaisons annual salary. In fact, the difference is about $7,523 per year.

      While both customer service liaisons and customer care advocates complete day-to-day tasks using similar skills like data entry, outbound calls, and high volume, the two careers also vary in other skills.

      Each job requires different skills like "emergency," "staff members," "phone calls," and "timely fashion," which might show up on a customer service liaison resume. Whereas customer care advocate might include skills like "crm," "customer care," "health care," and "mental health."

      Now, let's take a closer look at the financials in each career. The telecommunication industry tends to pay more for customer care advocates with an average of $31,105. While the highest customer service liaison annual salary comes from the manufacturing industry.

      In general, customer care advocates reach lower levels of education when compared to customer service liaisons resumes. Customer care advocates are 6.0% less likely to earn their Master's Degree and 1.5% less likely to graduate with a Doctoral Degree.