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Become A Customer Support Agent

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Working As A Customer Support Agent

  • 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

  • $31,720

    Average Salary

What Does A Customer Support Agent Do At HCA, Hospital Corporation of America

* This non-clinical role supports patients, customers and internal stakeholders using a variety of interaction channels, including voice, email, chat, postal mail, and fax.
* Creates and maintains a positive customer experience in a patient centered, quality driven environment.
* Speaks with customers, patients and stakeholders in a pleasant and professional phone voice; Communicates appropriately and clearly with department leadership, co-workers and customers/patients
* Performs all components of call processing for inbound and outbound contacts; Documents calls in applicable system in a timely and accurate manner and as prescribed by current standards and policies
* Ensures performance and quality standards are met
* Is receptive to constructive feedback and coaching; Demonstrates the ability to be kind, compassionate, considerate, approachable, friendly and open minded
* Provides superior customer service to internal and external customers and patients;
* Supports the vision and strategy of the contact center, positively promotes the services offered, and elevates issues to contact center Leadership as appropriate
* Suggests ideas for positive changes to department policies and procedures
* Practices and adheres to "Code of Conduct"
* Maintains confidentiality and HIPAA compliance on all internal and external channels
* Easily adapts to changes in work environment or job assignment; Exhibits willingness to master new work routines and methods
* Complies with documented attendance/punctuality policies

What Does A Customer Support Agent Do At DHL Global Forwarding

* Enter new customer orders into our DHL computerized system
* Ensure all proper documentation for order is entered and uploaded completely in an accurate and timely fashion
* Completes document auto upload manually or scans images into DHL computerized system
* Creates file number and then forwards to Entry Processing team
* Maintains positive and professional customer relationships (internal and external)
* May be assigned additional miscellaneous tasks

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How To Become A Customer Support Agent

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 Support Agent jobs

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Top Skills for A Customer Support Agent

CustomerSupportTechnicalSupportEmailSupportInternetHardwareIssuesTechnicalIssuesInboundPhoneCallsTroubleShootingCustomerSatisfactionCreditCardCustomerInquiriesCustomerAccountsCustomerCallsWindowsOutboundCallsTCRMCustomerComplaintsCustomerInformationMicrosoftXbox

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Top Customer Support Agent Skills

  1. Customer Support
  2. Technical Support
  3. Email Support
You can check out examples of real life uses of top skills on resumes here:
  • Understand the nature of user issues, interpret the complexities and escalate as appropriate to customer support and operations team members.
  • Provided remote technical support and instruction to customers.
  • Moved from email support to phone support after 2 weeks Provide Email Support Service to customers.
  • Provide customer care and technical support to broadband internet customers.
  • Use of Drop Ship system to provide clients with self install replacement components to correct client hardware issues.

Top Customer Support Agent Employers

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