Service Consultant Job Description
Service consultants assist companies with effective customer communication. They provide support for various issues and solve problems as they arise. While many service consultants work full time, about one in five were part-time employees in 2016. Service consultants usually work in an office setting and help customers over the phone. This position often requires working hours when customers are available, like weekends, evenings, and holidays. Some call centers are open 24 hours a day and expect service consultants to work very early morning or late-night schedules.
Service Consultant Duties and Responsibilities
No two service consultant jobs are exactly alike, as specific skills vary from employer to employer. However, after analyzing online job postings, we identified several core duties and responsibilities common to the job:
Interact with Customers
One of the main tasks of a service consultant is providing appropriate customer consultation for various products and services. These professionals analyze customer and client requirements and inform them of all the available services that meet their needs. This happens over phone calls, in meetings, and online. Service consultants must make sure that all client and customer interactions follow company policies and procedures.
Follow Up with Customers
Service consultants reach out to clients, engage them in business matters, and ask for feedback. They follow up on any pending issues and make sure customers are satisfied with their products and services.
Provide Support Service
Companies need to offer quality support to their customers and clients, and these professionals address customer inquiries, answer questions, and assist customers in making the most cost-effective and appropriate purchasing decisions. This can include assisting with planning, installation, training, maintenance, troubleshooting, and upgrading.
Build Positive Client Relationships
Developing and maintaining effective and professional relationships with customers and clients is a top priority of good service consultants and is necessary for providing excellent customer care. Service consultants learn about their customers and clients, stay in regular contact with them, and build trust.
Problems arise in any service industry. It’s the responsibility of the service consultant to field customer complaints and come up with creative solutions to the toughest problems. They are usually responsible for defining the problem, generating a potential solution, and implementing the fix.
Manage Client Accounts
The service consultant is often responsible for managing relationships with customers and maintains client records, preparing documents for client accounts, and keeping track of billing.
Service Consultant Skills and Qualifications
People with friendly, outgoing attitudes who can communicate clearly and solve problems creatively make great service consultants. These skills are essential to getting the job done:
- Customer service – all jobs that involve providing service to clients and customers require a professional demeanor, attentiveness, and patience to give the kind of service that keeps customers coming back
- Problem-solving skills – service consultants are often the first line of communication between a customer and the business, and they are the ones the customers call when they have a problem
- Organization skills – this position requires the ability to juggle multiple tasks at once and to keep track of service records
- Attention to detail – service consultants must be thorough and accurate when accomplishing their tasks
- Communication skills – corresponding with customers and clients to provide service is the primary duty of a service consultant, and they need to be excellent communicators
- Ability to work under pressure – patience and tact are a necessity when dealing with complaints and deadlines
Service Consultant Education and Training
Service consultants come from diverse educational backgrounds, but the minimum requirement for this position is usually a high school diploma, although many service consultants have a college degree. Employers look for candidates with experience in customer service and consulting in the type of business in which they specialize. It’s also helpful to have experience working a customer service call center or help desk. On-the-job training is usually provided as each business has different policies and procedures that must be followed.
Service Consultant Salary and Outlook
According to the Bureau of Labor Statistics (BLS), people employed in the field of customer service earn a yearly salary of $32,890, or $15.81 per hour. The lowest-earning 10 percent of employees in this field make $10.27 per hour, while the highest-paid 10 percent earn more than $26.12. These salaries vary based on factors like the employer, experience, and geographic location.
Some service consultants are eligible to receive benefits like health insurance, retirement, and paid time off depending on how many hours they work per week.
If service consulting sounds like a job you’re interested in learning more about, you’re in luck! We’ve searched the internet for the best resources to help you learn more about this career:
“The 29 Best Tools and Resources for Customer Support Professionals” – Emily Triplett Lentz shares a thorough list of tools to help customer support professionals grow their knowledge and expand their skill set. She covers software, project management tools, community groups, and job-search sites, to name a few
“15 Qualities You Need to Get a Good Customer Service Job” – this helpful blog post by Stacey Rudolph explores how to become the perfect candidate for a great customer service job
National Customer Service Association – NCSA helps its members build successful customer relationships with various resources, such as education support, marketing tips, customer relation strategies, and more
Powerful Phrases for Effective Customer Service – this useful book includes more than 700 phrases and scripts that help service consultants get results
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