A customer service administrator holds a supervisory position, handling customer inquiries and overseeing the needs and requirements of the customer service representatives working in their department. This is normally an office-type position that requires equal parts clerical skill and communications savvy.
Persons in this line of work are expected to be familiar with all aspects of customer service within their organization. They are a liaison between the company and the consumer. A customer service administrator is expected to handle customer complaints, questions, and suggestions in a friendly, professional manner. An administrator also ensure department-wide adherence to customer-service standards.
This position requires a person with excellent communications skills, both verbal and written. They must be able to think quickly and creatively in their interactions with customers, and they should set a good example for the customer service representatives they supervise. In certain situations, the customer service administrator may be called upon to provide an upper-level manager with department budgets and goals, and they are tasked with seeing that these plans are implemented successfully.
A customer service administrator is normally hired from within a company from service representatives based on ability and knowledge of the company’s products and services and skill in dealing with customer interactions. In some situations, a college or associate’s degree may be preferred for this position. A good knowledge of basic office software is also considered a plus.
Customer Service Administrator Tasks
Manage client accounts and ensure orders are timely and specifications are met.
Track metrics for success, including customer satisfaction.
Document and track instructions for clients, including deadlines, troubleshooting tips, and estimated performance.
Communicate frequently with sales team, clients, brokers, manufacturers, and other groups to reach deadlines.