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Become A Customer Support Specialist

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Working As A Customer Support 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

  • $70,220

    Average Salary

What Does A Customer Support 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 Support 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 Support Specialist Jobs

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Customer Support Specialist Career Paths

Customer Support Specialist
Technical Support Technician Technical Support Specialist Specialist
Account Manager
5 Yearsyrs
Technical Support Specialist Project Manager Program Manager
Business Development Manager
9 Yearsyrs
Technician Service Manager Office Manager
Business Office Manager
8 Yearsyrs
Technician Specialist Account Manager
Client Services Manager
7 Yearsyrs
Advocate Sales Consultant Internet Sales Manager
Customer Relations Manager
5 Yearsyrs
Systems Administrator Operations Manager Branch Manager
District Sales Manager
7 Yearsyrs
Technical Support Specialist Systems Administrator
Information Technology Manager
8 Yearsyrs
Quality Analyst Call Center Manager Customer Support Manager
Manager, Custom Support And Services
5 Yearsyrs
Support Specialist Case Manager Program Manager
Marketing Manager
5 Yearsyrs
Support Specialist Systems Administrator Operations Manager
Regional Sales Manager
9 Yearsyrs
Billing Specialist Specialist Account Manager
Relationship Manager
6 Yearsyrs
Business Analyst Finance Manager Sales Manager
Sales Account Manager
6 Yearsyrs
Systems Administrator Business Analyst Product Manager
Sales And Marketing Manager
6 Yearsyrs
Project Manager Program Manager Product Manager
Sales Manager
5 Yearsyrs
Billing Specialist Accountant Account Executive
Sales/Marketing
5 Yearsyrs
Business Analyst Product Manager Sales Manager
Senior Account Manager
7 Yearsyrs
Security Officer Sales Consultant Senior Sales Representative
Senior Representative
5 Yearsyrs
Technical Support Technician Technician Service Technician
Service Manager
7 Yearsyrs
Project Manager Construction Manager Operations Manager
Territory Manager
7 Yearsyrs
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Help others decide if this is a good career for them

Average Length of Employment
Top Careers Before Customer Support Specialist
Cashier 7.8%
Teller 6.2%
Internship 3.7%
Manager 3.0%
Server 2.2%
Supervisor 1.9%
Top Careers After Customer Support Specialist
Teller 5.0%
Cashier 4.5%
Manager 4.0%
Specialist 3.0%

Do you work as a Customer Support Specialist?

Customer Support Specialist Demographics

Gender

Female

62.6%

Male

35.4%

Unknown

1.9%
Ethnicity

White

62.5%

Hispanic or Latino

15.4%

Black or African American

11.6%

Asian

7.0%

Unknown

3.5%
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Foreign Languages Spoken

Spanish

56.1%

French

9.6%

German

4.8%

Portuguese

4.5%

Italian

3.3%

Chinese

3.0%

Russian

2.7%

Mandarin

2.4%

Hindi

2.1%

Vietnamese

2.1%

Carrier

2.1%

Japanese

1.8%

Arabic

1.5%

Urdu

0.9%

Dutch

0.6%

Korean

0.6%

Armenian

0.6%

Cantonese

0.6%

Polish

0.6%

Swedish

0.3%
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Customer Support Specialist Education

Schools

University of Phoenix

26.7%

Strayer University

11.5%

Ashford University

5.6%

Kaplan University

5.3%

Southern New Hampshire University

5.2%

Liberty University

4.4%

Tulsa Community College

3.7%

Austin Community College

3.3%

University of North Texas

3.2%

Columbus State Community College

3.1%

Ohio State University

3.1%

University of Memphis

3.1%

Capella University

3.1%

American InterContinental University

2.9%

Grand Canyon University

2.8%

Jackson State University

2.7%

Southern Illinois University Carbondale

2.7%

University of Central Florida

2.5%

Indiana Wesleyan University

2.5%

University of Nebraska at Omaha

2.5%
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Majors

Business

33.1%

Psychology

5.8%

Computer Science

5.1%

Communication

5.1%

Health Care Administration

4.8%

Accounting

4.4%

Management

4.3%

Criminal Justice

4.1%

Marketing

3.8%

General Studies

3.7%

Information Technology

3.5%

Computer Information Systems

3.4%

Human Resources Management

2.9%

Nursing

2.8%

Liberal Arts

2.4%

Education

2.3%

Medical Assisting Services

2.3%

Finance

2.1%

Sociology

2.1%

English

2.0%
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Degrees

Bachelors

39.9%

Other

27.7%

Associate

14.2%

Masters

10.8%

Certificate

5.0%

Diploma

1.6%

License

0.5%

Doctorate

0.3%
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Temporary

Real Customer Support Specialist Salaries

Job Title Company Location Start Date Salary
Customer Support Specialist Entrion, Inc. Houston, TX Jan 15, 2012 $110,000
Customer Support Specialist Rockwell Automation, Inc. WI Sep 04, 2011 $91,855
Customer Support Specialist Rockwell Automation, Inc. Houston, TX Sep 11, 2011 $91,855
Customer Support Specialist Rockwell Automation, Inc. Houston, TX Sep 04, 2011 $91,855
Customer Support Specialist Rockwell Automation, Inc. Houston, TX Sep 03, 2011 $83,066
Customer Support Specialists Cisco Systems, Inc. San Jose, CA Jan 28, 2010 $82,980
Specialist, Customer Support Management Vestas-American Wind Technology, Inc. Portland, OR Aug 05, 2013 $75,000 -
$95,000
Software Customer Support Specialist Commercial Legal Software, Inc. Montville, NJ Sep 30, 2011 $71,648
Lead Customer Support Specialist Livefyre Inc. San Francisco, CA Jan 02, 2015 $65,000
Customer Support Specialist GE Fanuc Intelligent Platforms, Inc. Albany, NY Dec 18, 2009 $65,000 -
$75,000
Customer Support Specialist Cummins Emission Solutions Inc. Columbus, IN Jun 01, 2014 $64,272 -
$80,600
Customer Support Specialist Plexus Systems Corporation Dallas, TX Jan 19, 2010 $61,803
Customer Support Specialist Cummins Emission Solutions Inc. Columbus, IN Jun 01, 2011 $59,301 -
$63,200
Customer Support Specialist Sap Labs, LLC Reston, VA Nov 01, 2010 $56,700 -
$93,500
Customer Support Specialist Teoco Corporation Fairfax, VA Aug 30, 2010 $53,400
Customer Support Specialist BYD America Corp Arlington Heights, IL Jan 06, 2015 $53,248 -
$56,248
Warranty & Customer Support Specialist Navistar, Inc. Lisle, IL Aug 15, 2013 $47,362 -
$61,999
Customer Support Specialist Socrata, Inc. Seattle, WA Sep 09, 2014 $47,000 -
$60,000

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Top Skills for A Customer Support Specialist

  1. Customer Service
  2. Technical Support
  3. Phone Calls
You can check out examples of real life uses of top skills on resumes here:
  • Company dress code suggestions implemented, which improved the professionalism and quality of customer service interactions.
  • Provided technical support to Internet Service Provider customers in rural Western Colorado and Utah.
  • Assisted management with scheduling, appointments, phone calls, and other various tasks needing to be completed throughout the day
  • Manage supporting correspondence communication emails for sales reps/managers, regulatory affairs, field service and external customers.
  • Communicated eligibility information with health care providers in order for customers to seek medical treatment.

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Top 10 Best States for Customer Support Specialists

  1. Rhode Island
  2. New Hampshire
  3. Minnesota
  4. Massachusetts
  5. Alaska
  6. Wisconsin
  7. Ohio
  8. Delaware
  9. Connecticut
  10. Vermont
  • (355 jobs)
  • (680 jobs)
  • (2,045 jobs)
  • (2,451 jobs)
  • (188 jobs)
  • (1,833 jobs)
  • (4,067 jobs)
  • (319 jobs)
  • (875 jobs)
  • (232 jobs)

Top Customer Support Specialist Employers

Jobs From Top Customer Support Specialist Employers

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