The most underpaid and under-appreciated customer service associate job is not just limited to taking phone calls. De-escalating customers, navigating computer applications, finding the customer information, suggesting the appropriate solution, and short talk are some of the many activities of a customer service associate.
Business Representation
For all companies, a customer service associate becomes the face of the company and is communicating directly with the customer. The success of a customer service associate is mandatory for the success of a business and increased sales. With one voice across all the products, a customer service associate must convey the product and process the account information.
We all had long wait times and after an hour of wait, we have to provide all the information to the associate. We are often frustrated why we have to repeat the same information that we already entered into the system. However, on the other side, the associate is maneuvering complex software applications to find the correct account and solution. An associate is also updating the call details and suggestion provided before the end of the call.
Calls
Every call is different and each situation is unique. Most of the times we are put on hold because the associate is waiting for feedback from another system or supervisor on the case. When we are asking to talk to a supervisor, in most cases that must be another associate with more experience.
De-escalating the angry and upset customer is an important skill for the associate. Small talk with the customer is an art that must be practiced while the information is loading. Being too casual must be avoided and the associate is expected to be professional all the times. Following the opening, closing, and personalization is crucial for call quality. All calls are recorded for quality and training purposes. 🙂
Customer Service Associate is most valuable because they are the people whom we can talk to and find a solution to our problems. In the current technology and device obsessed world, finding a person to talk is impossible. 🙂
Skills
English speaking skills and computer literacy are some mandatory skills. However, bi-linguals are paid more depending upon the business and demand. The salary of the customer service associate ranges from $8 to $25. For a technical customer service associate, the pay is higher. Flexible schedules and paid holidays can apply after a minimum service. Some local companies are even offering paid training without any binding contracts! Growth paths in the career are also offered based on further interest.
Background checks are needed for some companies. Insurance is offered as an option by some call center companies. Inbound and outbound sales call associates can earn higher depending on the commission. Customer Service Associate is a sedentary work with minimum movement and strict attendance and schedules. For starters, students, and aged population all alike Customer Service Associate is an apt job.