Job Title: Customer Service (in-coming call center)
Current Employer: AT&T
Years of Experience: 4
Where: Fayetteville, NC
Education: High School Diploma
Other Relevant Work Experience: Customer Service, Clerical, Microsoft applications, Windows.
Salary: See the PayScale Research Center for median customer service rep salaries.
Inbound Call Center Jobs – Customer Service Job Description
Customer service is an important job. Whether it's a cell phone that stopped working, a lost credit card, or a computer glitch, we've all needed help from a customer service representative at one time or another. Call center reps often handle calls from frustrated customers – sometimes multiple times in a given day. While this can be difficult even for skilled representatives, the following Salary Story explains that resolving problems for customers can also be rewarding. In this interview, an AT&T inbound call center representative provides a detailed customer service job description and explains some favorite – and least favorite – aspects of the job. Keep reading to get some insider tips on how to succeed in this challenging job.
PayScale: What is a customer service representative job description?
This is my actual job description: Handles customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution. Offers alternative solutions where appropriate with the objective of retaining customer's business. Handles business transactions in connection with activation of new customer accounts on a computer terminal. Communicates with customers using web-based tools and demonstrates the associated proficiency in typing and grammar. Makes financial decisions to protect/collect revenues and adjusts customer accounts. May be required to achieve a sale quota. Has broad working knowledge of AT&T practices and operations and demonstrates continued and consistent proficiency in most of the skill sets utilized within the Host Call Center. May assist management with scheduling and tracking of the workforce and vacation schedules in accordance with set Company guidelines and requirements. May assist in training new employees. Performs other duties as assigned by management.
General Essential Functions Which are Normally Required: 1. Answers customer/client requests or inquiries concerning services, products, billing, equipment, claims, and reports problem areas. 2. May be required to work in one or multiple queues/skill sets over various customer contact channels. 3. Responsible for improving customer retention through programs and service provided to the customer 4. Utilizes mechanized systems to initiate and complete service orders and handle customer requests. 5. Continually maintain working knowledge of all company products, services and promotions. 6. Make recommendations according to customer’s needs on features, accessories, upgrades and rate plans. 7. Utilize operational systems to process purchases of AT&T products and services; i.e. collections, payments for Wireless bills and accessories.
PayScale: How did you get started in customer service?
Took a typing class in high school. Worked as an administrative specialist for 20 years in the US Army. Enjoyed working with others, working in an office environment.
PayScale: What do you love about your call center job?
Assisted a customer that had been trying for several weeks to get a resolution. Reached a resolution for the customer within 30 minutes which resulted in the customer writing a letter to my manager praising my service to her.
PayScale: What are the biggest challenges in customer service and call center jobs?
Customers that are upset after talking to other customer service reps who did not provide proper service or resolution. Customers who are rude for no reason.
PayScale: What advice would you give to someone applying for inbound call center jobs?
Develop a thick skin – do not take things personally from customers that are upset. Under-promise and over-deliver – provide exceptional service. This is a sitting job. May have to sit for as long as two to three hours. Learn to develop what I call “administrative habits.” Use a calendar to remind you of up-and-coming issues, be consistent, and don’t be afraid of working outside the box – but within company guidelines as much as possible – to assist customers. Be assertive; work toward 100 percent customer resolution.
PayScale: What are the craziest things that have happened while doing this type of work?
As an administrative supervisor while in the Army I required my staff to always use Army regulations/manuals while assisting other soldiers or when a question came up. We were deployed to Iraq and just before returning home our higher headquarters wanted us to prepare and turn in all award recommendations and evaluation reports (a total of 45 individual documents). These documents had to be error-free and administratively perfect. My staff only had electric typewriters. By using manuals it drastically cut down the time to finish and meet our deadline.