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Become A Senior Customer Service Specialist

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Working As A Senior 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

  • $46,000

    Average Salary

What Does A Senior 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 Senior 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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Senior Customer Service Specialist Jobs

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Senior Customer Service Specialist Career Paths

Senior Customer Service Specialist
Team Leader Supervisor Assistant Manager
Sales Manager
5 Yearsyrs
Team Leader Manager Sales Manager
Account Manager
5 Yearsyrs
Team Leader Manager Account Manager
Senior Account Manager
7 Yearsyrs
Office Manager General Manager District Manager
Regional Manager
8 Yearsyrs
Office Manager Operations Manager
Branch Manager
6 Yearsyrs
Office Manager Account Manager
District Sales Manager
7 Yearsyrs
Assistant Manager Store Manager
Area Manager
7 Yearsyrs
Assistant Manager Manager
Service Manager
6 Yearsyrs
Account Manager District Sales Manager Sales Manager
Sales And Marketing Manager
6 Yearsyrs
Supervisor Store Manager Branch Manager
Manager, Assistant Vice President
7 Yearsyrs
Supervisor Operations Manager General Manager
Territory Manager
7 Yearsyrs
Department Supervisor Assistant Store Manager Store Manager
Center Manager
6 Yearsyrs
Department Supervisor Assistant Store Manager Branch Manager
Assistant Vice President
7 Yearsyrs
Department Supervisor Assistant Store Manager Sales Manager
Sales Account Manager
6 Yearsyrs
Senior Specialist Project Manager Business Manager
Finance Manager
7 Yearsyrs
Senior Specialist Project Manager Technical Project Manager
Information Technology Manager
7 Yearsyrs
Senior Specialist Operations Manager Branch Manager
Relationship Manager
6 Yearsyrs
Customer Relationship Manager Business Development Manager Recruitment Manager
Client Services Manager
7 Yearsyrs
Customer Relationship Manager Team Manager
Call Center Manager
6 Yearsyrs
Customer Relationship Manager Team Manager Property Manager
Business Office Manager
7 Yearsyrs
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Do you work as a Senior Customer Service Specialist?

Help others decide if this is a good career for them

Average Length of Employment
Client Specialist 2.3 years
Top Careers Before Senior Customer Service Specialist
Cashier 5.8%
Teller 2.8%
Manager 2.3%
Internship 2.3%
Supervisor 1.8%
Top Careers After Senior Customer Service Specialist
Cashier 5.0%
Specialist 4.4%
Supervisor 3.8%
Manager 2.5%

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Top Skills for A Senior Customer Service Specialist

  1. Customer Service
  2. Financial Institutions
  3. Online
You can check out examples of real life uses of top skills on resumes here:
  • Conduct performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
  • Retrieve large quantities of currency from designated depository warehouses in order to function the financial institutions daily handling.
  • Assisted customers inbound and outbound with online banking issues and questions; followed up on email inquiries received from customers.
  • Provided customers with voice technical support for Customer Service Sales and Fulfillment by accurately and efficiently exceeding clients expectations.
  • Monitored Customer Service Representatives' telephone calls for quality adherence

Senior Customer Service Specialist Resume Examples And Tips

The average resume reviewer spends between 5 to 7 seconds looking at a single resume, which leaves the average job applier with roughly six seconds to make a killer first impression. Thanks to this, a single typo or error on your resume can disqualify you right out of the gate. At Zippia, we went through over 2,194 Senior Customer Service Specialist resumes and compiled some information about how best to optimize them. Here are some suggestions based on what we found, divided by the individual sections of the resume itself.

Learn How To Create A Top Notch Senior Customer Service Specialist Resume

View Resume Examples

Senior Customer Service Specialist Demographics

Gender

Female

64.1%

Male

27.8%

Unknown

8.1%
Ethnicity

White

61.2%

Hispanic or Latino

16.4%

Black or African American

11.6%

Asian

7.4%

Unknown

3.5%
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Foreign Languages Spoken

Spanish

60.9%

French

6.9%

Chinese

5.7%

Mandarin

5.7%

Russian

4.6%

German

2.3%

Japanese

2.3%

Portuguese

1.1%

Bulgarian

1.1%

Cantonese

1.1%

Hmong

1.1%

Armenian

1.1%

Tagalog

1.1%

Polish

1.1%

Thai

1.1%

Italian

1.1%

Korean

1.1%
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Senior Customer Service Specialist Education

Schools

University of Phoenix

27.4%

Strayer University

8.3%

Arizona State University

6.3%

Ashford University

5.6%

Grand Canyon University

4.8%

Florida State College at Jacksonville

4.4%

Webster University

4.4%

American InterContinental University

4.4%

Southern New Hampshire University

4.4%

Liberty University

3.6%

Pasadena City College

3.2%

Northern Virginia Community College

3.2%

Hillsborough Community College

3.2%

Walden University

2.8%

Keystone College

2.4%

Pennsylvania State University

2.4%

Florida State University

2.4%

Johnson & Wales University

2.4%

Mohawk Valley Community College

2.4%

Midlands Technical College

2.4%
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Majors

Business

37.7%

Management

5.4%

Accounting

4.8%

Human Resources Management

4.4%

General Studies

4.2%

Criminal Justice

4.2%

Health Care Administration

4.1%

Psychology

3.5%

Liberal Arts

3.4%

Marketing

3.4%

Nursing

3.3%

Computer Science

3.1%

Communication

3.0%

Finance

2.7%

Computer Information Systems

2.7%

Medical Assisting Services

2.5%

Sociology

1.9%

Information Technology

1.8%

Legal Support Services

1.7%

Graphic Design

1.6%
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Degrees

Bachelors

36.4%

Other

28.7%

Associate

15.8%

Masters

11.0%

Certificate

6.0%

Diploma

1.0%

License

0.7%

Doctorate

0.5%
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