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Become A Customer Service Specialist

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Working As A Customer Service Specialist

  • 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

  • $41,852

    Average Salary

What Does A Customer Service Specialist 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 Service Specialist

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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Customer Service Specialist Jobs

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Customer Service Specialist Career Paths

Customer Service Specialist
Specialist Operations Manager General Manager
Account Manager
5 Yearsyrs
Security Officer Operator Office Manager
Administrative Manager
6 Yearsyrs
Home Health Aid Security Officer Night Auditor
Assistant General Manager
5 Yearsyrs
Office Manager General Manager Account Executive
Business Development Manager
9 Yearsyrs
Account Manager Sales Manager Office Manager
Business Office Manager
8 Yearsyrs
Pharmacist Technician Office Manager General Manager
Center Manager
6 Yearsyrs
Security Officer Technician Account Manager
Client Services Manager
7 Yearsyrs
Pharmacist Technician Service Representative Customer Care Representative
Customer Care Supervisor
5 Yearsyrs
Account Executive Sales Consultant Internet Sales Manager
Customer Relations Manager
5 Yearsyrs
Service Representative Account Executive Sales Manager
Director Of Sales
10 Yearsyrs
Technical Support Specialist Specialist Account Manager
District Sales Manager
7 Yearsyrs
Technical Support Specialist Systems Administrator
Information Technology Manager
8 Yearsyrs
Technical Support Technician Customer Support Representative Customer Support Manager
Manager, Custom Support And Services
5 Yearsyrs
Medical Assistant Service Representative Account Executive
Relationship Manager
6 Yearsyrs
Service Representative Specialist Account Manager
Sales Account Manager
6 Yearsyrs
Office Manager Account Manager Account Executive
Sales Manager
5 Yearsyrs
Medical Assistant Account Representative Account Executive
Sales/Marketing
5 Yearsyrs
Specialist Account Manager
Senior Account Manager
7 Yearsyrs
Account Manager Account Executive
Territory Manager
7 Yearsyrs
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Do you work as a Customer Service Specialist?

Help others decide if this is a good career for them

Average Length of Employment
Customer Associate 1.8 years
Top Careers Before Customer Service Specialist
Cashier 10.6%
Teller 5.9%
Internship 3.9%
Server 2.4%
Manager 2.4%
Volunteer 1.9%
Supervisor 1.9%
Specialist 1.8%
Top Careers After Customer Service Specialist
Teller 6.2%
Cashier 6.1%
Specialist 3.4%
Internship 3.0%
Server 2.9%
Manager 2.8%
Supervisor 2.2%

Do you work as a Customer Service Specialist?

Customer Service Specialist Demographics

Gender

Female

67.7%

Male

30.3%

Unknown

2.0%
Ethnicity

White

61.9%

Hispanic or Latino

16.4%

Black or African American

11.5%

Asian

6.7%

Unknown

3.5%
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Foreign Languages Spoken

Spanish

65.9%

French

8.6%

Portuguese

3.1%

German

3.0%

Mandarin

2.4%

Chinese

2.2%

Arabic

1.9%

Italian

1.7%

Japanese

1.7%

Hindi

1.4%

Korean

1.4%

Russian

1.2%

Cantonese

1.0%

Tagalog

0.8%

Vietnamese

0.8%

Urdu

0.8%

Filipino

0.6%

Carrier

0.6%

Hmong

0.5%

Gujarati

0.4%
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Customer Service Specialist Education

Schools

University of Phoenix

26.6%

Strayer University

7.7%

Ashford University

6.6%

Liberty University

5.8%

Kaplan University

5.4%

Southern New Hampshire University

4.7%

American InterContinental University

4.3%

University of Central Florida

3.9%

Florida State University

3.3%

Georgia State University

3.3%

Miami Dade College

3.3%

University of North Carolina at Greensboro

3.1%

Grand Canyon University

3.0%

Houston Community College

2.9%

Central Piedmont Community College

2.9%

Middle Tennessee State University

2.8%

Ball State University

2.7%

Northern Virginia Community College

2.6%

University of Houston

2.5%

Arizona State University

2.5%
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Majors

Business

31.5%

Psychology

6.8%

Criminal Justice

6.2%

Health Care Administration

5.3%

Accounting

5.2%

Communication

5.1%

General Studies

4.2%

Nursing

3.7%

Management

3.6%

Marketing

3.5%

Medical Assisting Services

3.3%

Liberal Arts

3.2%

Computer Science

2.8%

Human Resources Management

2.8%

English

2.5%

Education

2.4%

Finance

2.1%

Computer Information Systems

2.0%

Graphic Design

2.0%

Sociology

1.9%
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Degrees

Bachelors

37.1%

Other

32.1%

Associate

15.3%

Masters

7.8%

Certificate

4.8%

Diploma

1.8%

License

0.6%

Doctorate

0.4%
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Full Time
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Internship
Temporary

Real Customer Service Specialist Salaries

Job Title Company Location Start Date Salary
Customer Service Specialist Staff Juniper Networks (Us), Inc. Sunnyvale, CA Jan 09, 2016 $130,166 -
$140,000
Customer Service Specialist Hankyu Hanshin Express (USA) Inc. Taylor, MI Dec 01, 2010 $100,000
Customer Service Specialist Cisco Systems, Inc. Parkton, NC Jan 08, 2015 $89,045 -
$143,800
Customer Service Specialist Cisco Systems, Inc. Parkton, NC Aug 01, 2015 $89,045 -
$143,800
Customer Service Specialist Cisco Systems, Inc. Parkton, NC Aug 10, 2012 $80,800 -
$134,700
Customer Service Specialist Cisco Systems, Inc. San Jose, CA Aug 15, 2016 $77,584 -
$106,800
Customer Service Specialist Greatbatch, Ltd. Minneapolis, MN Nov 01, 2012 $70,500
Customer Service Specialist Home & Home Corp. Ridgefield, NJ Mar 02, 2015 $58,136
Customer Service Specialist Brown-Forman Corporation Louisville, KY Sep 01, 2014 $57,800
Intl Logistics and Customer Service Specialist Mahle Industries, Inc. Farmington Hills, MI Sep 03, 2015 $57,491
Customer Service Specialist Beautiful and Trendy 21, Inc. Anaheim, CA Nov 20, 2015 $46,030
Customer Service Specialist American Asia Express Corp New York, NY Apr 30, 2012 $44,766
Customer Service Specialist AAE Express (Queens) Corp. NY Sep 11, 2011 $43,931
Customer Service Specialist Parke West Cleaners, Inc. Glen Burnie, MD Jan 26, 2016 $43,181
International Bus Development, Customer Service Specialist S.J. Electro Systems Detroit Lakes, MN Aug 26, 2015 $40,830
Public Relations and Customer Service Specialist Sanrex Corporation Port Washington, NY Sep 28, 2010 $36,700
Customer Service Specialist Hankyu Hanshin Express (USA) Inc. Itasca, IL Oct 01, 2011 $36,293
Customer Service Specialist Yusen Logistics (Americas) Inc. Valley Stream, NY Sep 05, 2011 $36,254
Customer Service Specialist Yusen Logistics (Americas) Inc. Valley Stream, NY Sep 12, 2011 $36,254
Customer Service Specialist American Family Insurance Denver, CO Oct 01, 2013 $35,640
Customer Service Specialist/Hispanic Needs Kentucky Housing Corporation Frankfort, KY Oct 01, 2011 $34,000

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Top Skills for A Customer Service Specialist

  1. Customer Service
  2. Phone Calls
  3. Customer Satisfaction
You can check out examples of real life uses of top skills on resumes here:
  • Used resource documentation for reference and the automated and training tools provided to deliver exceptional customer service.
  • Tracked the accountability of all the unemployment phone calls received by the Customer Service Representative/Specialists.
  • Promoted to Return Goods Coordinator by senior management for complete customer satisfaction on customer returns, replacement orders, and invoicing.
  • Provided customer satisfaction through effective and timely resolution of a variety of customer inquiries and billing disputes.
  • Received incoming customer calls for data entry into order management system and resolution of order inquiries.

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Top 10 Best States for Customer Service Specialists

  1. Minnesota
  2. Rhode Island
  3. Wisconsin
  4. New Hampshire
  5. California
  6. Massachusetts
  7. Wyoming
  8. Delaware
  9. North Dakota
  10. Connecticut
  • (2,583 jobs)
  • (391 jobs)
  • (2,222 jobs)
  • (797 jobs)
  • (10,143 jobs)
  • (2,740 jobs)
  • (332 jobs)
  • (386 jobs)
  • (299 jobs)
  • (1,009 jobs)

Top Customer Service Specialist Employers

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