Customer Care Representative Job Description
A Customer Care Representative’s role is to provide outstanding customer support to a business’s customers. They assist customers often over the phone, but may also interact with customers in person or via email. They may help place orders for customers, update customer accounts or answer questions or concerns customers may have.
Customer Care Representatives are often part of a team of many representatives who report to a Customer Care Manager. The Bureau of Labor Statistics predicts Customer Service Representatives to see a job growth rate of 10 percent through 2024, which will result in 252,900 new jobs during this period.
Customer Care Representative Duties and Responsibilities
A Customer Care Representative has many duties and responsibilities. Although specific positions will dictate a Customer Care Representative’s duties, there are several primary responsibilities common to this occupation. A review of job listings identified the following main tasks and responsibilities.
Provide Customer Support
Customer Care Representatives’ main duty is to provide customer support. The way they provide support will vary depending on the organization they work for but may include answering incoming calls, answering questions about products or customer accounts, placing orders and resolving complaints or issues customers may have. The Customer Care Representative spends the majority of their workday actively assisting customers in one form or another.
Documenting customer interactions and calls is another typical responsibility of the Customer Care Representative. Some may fill out specific forms after working with a customer, while others will write a quick summary of what was discussed or accomplished during their phone call. Those assisting with sales orders may also be required to print or electronically file a copy of the order form they completed. These documents are often reviewed by management as a way of ensuring Customer Care Representatives are adhering to the company’s practices and protocols.
Generate Sales Leads
Customer Care Representatives might also find themselves responsible for generating sales leads. This may be accomplished by performing cold calls, mailing out advertisements and marketing materials or encouraging existing customers to recommend the business to friends. For some Customer Care Representatives sales leads may be an informal task while others may be required to meet a quota.
Customer Care Representative Skills
Customer Care Representatives should possess fantastic interpersonal skills and enjoy assisting others. Staying calm under pressure and having wonderful customer service skills are also important. They should also be excellent communicators both orally and in writing. Employers look for candidates with all of these traits as well as the traits listed here.
Core skills: Based on job listings we looked at, employers want Customer Care Representatives with these core skills. If you want to work as a Customer Care Representative, focus on the following.
- Proficient in Microsoft Office Suite
- Knowledge of customer service practices
- Experience in mediation and conflict resolution techniques
- Sales experience
Advanced skills: While most employers did not require the following skills, multiple job listings included them as preferred. Broaden your career options by adding these skills.
- Experience working in a call center environment
- Knowledge of call center tracking systems
- Bachelor’s degree in a related field
Customer Care Representative Resources
The Internet has more useful sites and resources for those considering a career as a Customer Care Representative. We compiled a list of sites that will inspire, inform and entertain you on your path to becoming a Customer Care Representative.
On the Web
Destination CRM – This website is dedicated to customer relationship management professionals and provides a wealth of resources such as a magazine, featured news articles and events and courses.
Customer Service Institute of America – CSIA is the industry’s leader in providing customer service professionals with certification and online training opportunities.
Customer Care Representative Books
The Art of Support: A Blueprint for Customer Success and Support Organizations – This is a practical guide for new Customer Care Representatives looking for the best ways to support their staff and provide support to their client base. With lots of practical tools and the industry best practices, it is a must have for those new to the field of customer support.
Customer Service Management Training 101: Quick and Easy Techniques That Get Great Results – A step-by-step guide to all areas and practices managers of customer service employees need to know to be successful and effective.
Award Winning Customer Service – This book is aimed towards busy managers seeking quick solutions to their customer service problems. Filled with scenarios and real life examples, this book is a great reference for Customer Care Representatives.
National Customer Service Association – NCSA was established to help foster the best standards and experiences for customers and customer service professionals by creating learning opportunities and best practices for those working with customers.
Customer Experience Professionals Association – Founded in 2011, CPXA is a nonprofit organization aimed at getting peers together to share ideas and tips on being successful in the customer experience industry.
International Customer Service Association – ICSA was established in 1981 and has been providing customer service professionals with superb education and training programs since.
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