What Does a Professional Customer Service Person Do?
A customer service professional, also called a customer care professional, provides the link between an organization and its customers. Professional customer care entails answering customer questions and resolving issues over the telephone, in person, or through e-mails and faxes. Tact and patience are called for when dealing with difficult or demanding customers.
A high school diploma is sufficient for entry-level positions, and experience is beneficial. Certifications are optional, and certain industries, such as insurance and finance, require a license.
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Customer Service Career Requirements
| Degree Level | High school diploma or equivalent |
| Experience | On-the-job training |
| Licensure/Certification | Licensure may be required for certain industries by some states |
| Key Skills | Phone, listening, problem-solving, communication, order processing, and interpersonal skills; patience; basic computer knowledge and Internet navigation while on phone calls; use of auto-dialer systems and scanners; use of Microsoft Word, Excel, and Windows, customer relationship management software, electronic mail, and conference software |
| Salary | $34,710 (2019 Median salary for all customer service representatives) |
Sources: U.S. Bureau of Labor Statistics
There are a few skills and duties that are key to the customer care professional job description. Skills required for professional customer service include:
- phone skills
- listening skills
- problem-solving ability
- communication skills
- interpersonal skills
- patience
- basic computer knowledge with Microsoft Word, Excel, and Windows
In addition to these skills, a summary of qualifications of customer service includes the ability to:
- process orders
- navigate the Internet while on phone calls
- use auto-dialer systems
- use scanners and customer relationship management software
- send email
- use conference software
Steps to Become an Experienced Customer Service Professional
Let's go over each of the steps to become a customer service professional.
Step 1: Gain Entry-Level Experience
Most employers prefer customer service professionals to have 1-3 years of experience. An entry-level customer service, call center, or office-related job prepares aspiring professionals for a customer care job.
It's recommended that you find an entry-level job in the industry you want to work in. Some employers prefer to hire applicants familiar with a company's goods and services. For example, a health insurance agency may prefer to hire a customer service professional with knowledge or experience in healthcare or insurance.
Step 2: Consider Training and Education Options
Many customer service professionals receive on-the-job training. This training helps an employee learn skills required for advancement in a company. Other training opportunities are found from industry organizations, such as the Insurance Educational Association and the Customer Service Institute of America.
Some colleges offer customer service training courses. There are also both certificate and degree options available in related disciplines. Customer service certificate programs include courses covering communication, teamwork, and leadership. The length of the program varies but usually lasts one semester. Associate's degree programs in business offer electives in customer service and may offer classes in specific industries, like utilities or travel.
Step 3: Research Licensure Requirements
Customer service professionals in the financial and insurance industries are required to obtain state licensure. It is important for those looking to work in these industries to contact their state's relevant board of regulation to find out if a license is required, and if so, how to obtain licensure.
Step 4: Consider Certification for Advancement
Some customer service professional organizations offer certification to customer service professionals. Although voluntary, certification demonstrates competency in customer service. Eligibility requirements vary but usually are open to anyone interested in this career path. Candidates must pass a written examination. Some organizations offering certification include the National Retail Federation and the International Customer Service Association.
To review, customer service professionals usually receive on-the-job training and may need a few years of work experience.
