Customer Care Specialist Job Description
Customer care specialists are the employees who are responsible for running a company’s customer care hotline. Those who get to the specialist level often have a few years of experience working in a call center. They understand how to efficiently address customer concerns and maintain a high customer retention rate. Customer care specialists are also experts on the product or service offered by their company. Almost every industry employs customer care specialists. Automotive, life insurance, and health insurance companies are some of their biggest employers. There are also a lot of jobs with software and consumer electronics companies. When it comes to work environment, customer care specialists spend their days in call centers using answering software to converse with customers. Since some brands maintain a 24/7 customer service hotline, customer service specialists may have to work nights and weekends.
The role of customer care specialist is typically a leadership position. In addition to their customer service responsibilities, they train and mentor new employees on call center best practices. According to the National Bureau of Labor Statistics, demand for “Customer Service Representatives,” which includes customer care specialists, is set to rise 5 percent through 2026.
Customer Care Specialists Duties and Responsibilities
Providing quality customer care includes several different tasks. We perused customer care specialist job descriptions to procure the following list of core responsibilities:
Provide Excellent Customer Care
Providing top-notch customer service is customer care specialists’ primary responsibility. They need to have strong verbal communication skills to respond to customers through phone and live chat, as well as written communication skills to provide care through email.
Review Customer Complaints and Take Appropriate Action
Customer care specialists rely on analytical skills to look at each customer complaint and take note of larger trends. They also craft responses and use their analysis to write scripts for customer care support team members.
Serve as Liaison Between Management and Customer Support Team
If the customer care support team has an issue, they rely on the customer care specialist to communicate this issue with management. This duty requires good communication and conflict management skills.
Document all Customer Interactions
Customer care specialists are responsible for documenting all customer interactions with the support team. This includes things like digitally filing call recordings and entering call results into customer relationship management software.
Create and Present Weekly Reports to Management
Customer care specialists need to know how to use spreadsheets and customer relationship management software to track customer customer care metrics and create weekly reports for their managers.
Train New Call Center Employees
Customer care specialists are expected to use their years of experience and strong knowledge of their company’s products and services to train new employees. Whether they eventually get promoted to management depends on their success as a trainer.
Customer Care Specialist Skills
The role of customer care specialist requires a blend of technical knowledge and interpersonal skills. The best customer care specialists are experts in the products or services offered by their companies. This expertise varies in complexity depending upon one’s industry. Customer care specialists need to have a high level of patience and maintain professionalism at all times. They must also have excellent conflict management skills. Besides these traits and areas of knowledge, the following skills are needed to secure a job as a customer care specialist:
- Using knowledge of email and written communication skills to provide customer care through email software
- Using product and service knowledge to answer customer questions
- Serving as a liaison between management and customer care support team
- Documenting every interaction between customers and support team
- Crafting and presenting weekly customer care reports to management
Customer Care Specialist Tools of the Trade
Successful customer care specialists are capable of using:
- Customer Relationship Management Software – Software used to track all interactions between customers and call center employees
- Spreadsheets – Spreadsheets used to track customer call data and craft weekly reports
Customer Care Specialist Education and Training
Some employers prefer candidates who have at least an associate’s degree in business administration or a related topic. Other candidates will hire those who only have a high school diploma if they can demonstrate knowledge of the industry. Most of the knowledge required for this position comes through on-the-job training and years of experience as a customer care support worker.
Customer Care Specialist Salary
According to Glassdoor, the national average salary for customer care specialists is $33,468. The top of the scale makes $45,000, while the bottom of the scale makes $25,000.
Customer Care Specialist Resources
If you are interested in pursuing a career as a customer care specialist, browse the list of helpful resources below:
International Customer Service Association – The International Customer Service Association is a great organization for customer care specialists who want to improve their professional skills. It offers plenty of in-person and digital webinars.
Call Center Network Group – Founded in 1991, the Call Center Network Group is the premier professional networking group for call center employees. It is an effective organization for exchanging ideas and finding job opportunities.
Customer Service Experts – Customer Service Experts is a solid blog geared towards a general audience of customer service professionals. The website is updated regularly with articles on customer service trends.
Smart Customer Service – Smart Customer Service is a good publication for staying on top of the latest technology trends in the world of customer service. The archives are worth a browse for customer care specialists.
Raving Fans: A Revolutionary Approach to Customer Service by Ken Blanchard – This book is all about how to keep your customers coming back. This is an excellent read for customer care specialists who work in an industry where long-term customers are essential.
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