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Customer care executives are experts in customer service, providing high-stakes customer service in large organizations and managing teams of customer care representatives. Any industry that involves business-to-customer sales employs customer care executives. They might work in a call center setting or in the corporate home office of a retail brand. Those who work in a corporate home office setting keep normal office hours. Those who work in 24-hour call centers may have to work evening or graveyard shifts.
A decision-making position, customer care executives hire and train their teams, creating the training program. Their boss is typically the VP of sales. According to the National Bureau of Labor Statistics, the demand for customer service representatives, which includes customer care executives, is set to rise 5 percent through 2026.
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Customer Care Executive Duties and Responsibilities
Being responsible for a company’s customer service success includes many responsibilities. We analyzed customer care executive job descriptions to come up with the following list of the most important customer care executive duties and responsibilities:
Create Customer Care Protocol
Every company has a customer care protocol created by the customer care executive. They use their customer service expertise and knowledge of their employer's company values to create a specific protocol to be followed for every customer interaction.
Analyze and Make Decisions Based on Customer Care Data
Customer care executives analyze customer purchasing habits, returns, and complaints to make adjustments to their customer care strategy as necessary. They also analyze the communication cycle between their staff and customers using client relationship management software.
Hire and Train Customer Care Staff
Customer care executives' responsibilities include human resources. They evaluate potential candidates and train new hires on the customer care protocol.
Handle Escalated Customer Issues
In most environments, only the most serious customer issues are sent to the customer service executive. They use their conflict resolution and negotiation skills to defuse these situations.
Make Sure all Customer Care Meets Established Standard
Customer care executives monitor both customer behavior and employee performance on a daily basis to make sure the service being provided meets company standards. This involves coaching, and sometimes disciplining, customer service representatives.
Customer Care Executive Skills
Customer care executives must be proficient in Microsoft Office and have a working knowledge of client relationship management software. Success in this position requires strategic thinkers who are able to use data and their years of customer service experience to create effective customer care strategies. Customer care executives also have to possess excellent communication skills. In addition, customer care executives need the following skills:
- Creating detailed customer care protocol to be followed by all customer care staff
- Analyzing customer data and communication to adjust customer care strategy
- Training customer care staff on customer service protocol
- Building relationships with customer care team members to maximize team productivity
- Monitoring customer and staff interactions using client relationship management software
Customer Care Executive Tools of the Trade
Client relationship management software – used to document and analyze all communication between customers and customer care staff to fine-tune customer care strategy
Microsoft Office Suite – used to analyze data in spreadsheets and create PowerPoint presentations based on the data
Customer Care Executive Education and Training
A high school diploma is the only academic requirement for this position, though some companies prefer candidates with at least an associates degree in a field such as business administration or communication studies. The training necessary to get a job as a customer care executive comes from years of experience as an entry-level customer care employee.
Customer Care Executive Salary
According to Salary.com, the national average salary for customer care executives is $30,308. Those in the bottom 10 percent make below $27,000, while those in the top 10 percent make above $34,000.
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Customer Care Executive Resources
Do you think you have the skills and personality to succeed as a customer care executive? If so, check out the list of resources below.
The Customer Care Institute has been the standard bearer of the customer service industry for the last 20 years. Its website offers a multitude of great resources for those looking to build a career in customer care. Their Customer Care Professional and Customer Care Manager certifications are highly sought after by those in the industry.
Founded in 1973, the Association for Customer Care Professionals has since grown into an international organization with chapters across the globe. They have local chapter meetings and regular regional events that provide professional development and networking opportunities.
Shep Hyken is a worldrenowned public speaker and customer service consultant who has helped dozens of Fortune 500 companies improve their customer service strategies. His customer service blog is a mustread for customer care executives.
CRM daily covers customer care from a technologycentered angle. This is an excellent resource for customer care executives to stay abreast of the latest digital tools and strategies for providing customer service.
Social media has revolutionized the field of customer care. This book contains actionable strategies based on realworld case studies that are designed to help maximize your brand's social media presence. This is a great read for customer care executives who want to add social media to their customer care strategy.