Customer service advisors are the front line for a company when their customers elect to contact them. They clients can work in a large variety of industries and the companies will often offer extensive training on their products and services. Most often these customer service analysts are interacting with clients on the phone, utilizing a headset, telephone system and computer.
Customer service advisors generally answer customer questions, but they can also place and track orders, explain services, troubleshoot problems and handle complaints. They are expected to be thorough and swift, and often there is a set "average length" expectation for calls. They may work with other departments inside the company as well as outside service providers in order to effectively service customers.
Customer service advisors typically work in a professional office environment for a standard 40-hour work week. The hours within this week may vary, however, as companies strive to serve customers at increasingly more convenient times. Although some positions may apply a standard 9 a.m. to 5 p.m. schedule, more often nights and weekends play a role.
A bachelor’s degree is typically desired for a customer service advisor, although many companies may be willing to accept a high school diploma. Most important are strong computer skills, outstanding communication abilities, and a pleasant demeanor overall, but especially on the telephone. The environment for customer service advisors is typically fast paced and very strict. They must be able to adhere to a strict schedule and be available for customers at all times when working.
Customer Service Advisor Tasks
- Update and document accounts, including orders, escalations, and transactions.
- Work with other departments to ensure flow of goods and services and clear communication.
- Manage daily and special orders and operations for specific accounts.
- Provide estimates and documentation, recommending level of work and obtaining agreement.