1. All About Customer Service UNT in partnership with TEA, Copyright © All rights reserved.

2. What is a Customer Service Representative? He/she is the primary contact and support person for the customers of a company. He/she is the customer advocate within the company. 2

3. How Do They Do This? Duties include: –answering customer telephone calls –solving problems for customers –taking orders –handling complaints on products or service –handling billing issues –put the customer in contact with other departments that can help. 3 UNT in partnership with TEA, Copyright © All rights reserved.

4. In a Small Company…. Everyone may work as a customer service representative. –Engineers talk directly to customer to work through problems with the product. –Order Entry Clerks talk directly to the customer in order to take orders. –Receptionist may do everything. 4 UNT in partnership with TEA, Copyright © All rights reserved.

5. In a Medium Company… Call volume may be too large Will have a dedicated Customer Service Representative –may have some secretarial duties also – filing, typing, etc. 5 UNT in partnership with TEA, Copyright © All rights reserved.

6. In a Large Company…. Has a customer service department –May have different areas of expertise only work with large customers only work with international customers only work with retail customers only work with distributors 6 UNT in partnership with TEA, Copyright © All rights reserved.

7. Tools They Use: Multi-line telephone systems Auto dialers Caller ID Phone headsets Computers and software Wireless telephone system 7 UNT in partnership with TEA, Copyright © All rights reserved.

8. Where do They Work? Call Centers Help Desks If online, then anywhere…. 8 UNT in partnership with TEA, Copyright © All rights reserved.

9. What Hours Do They Work? Business Hours –maybe some weekend hours –may extend hours to compensate for different time zones 9 UNT in partnership with TEA, Copyright © All rights reserved.

10. Education Needed: High school diploma Depending on Industry, college degree may be required. Vocational training or Job-related training 10 UNT in partnership with TEA, Copyright © All rights reserved.

11. Knowledge Needed: Customer and personal service English language Clerical Mathematics 11 UNT in partnership with TEA, Copyright © All rights reserved.

12. Skills Needed: Active listening Reading and oral comprehension Speaking Time management Service orientation Writing Critical thinking 12 UNT in partnership with TEA, Copyright © All rights reserved.

13. Job Prospects Huge job growth – growing much faster than many other jobs Average pay: –$13.96 an hour –$29,000 a year Depending on skills, can make $47,000/year 13 UNT in partnership with TEA, Copyright © All rights reserved.