One of the great things about choosing a career path in customer service is that it’s an industry that is continually growing and changing. Technology and day-to-day duties might change, but as long as there are consumer goods and services, people will always be needed to guide and help those customers. If you’re interested in working in customer service, but aren’t quite sure which branch works best for your skills and experience, Here are some of the jobs to look out for.
1. Call Center Representatives
Call center representatives are the first line of defense for a classic customer service outlet: a phone number that customers can call for questions or issues. These representatives may work in a physical call center somewhere or remotely from the rep’s home. And despite the name, these call centers may also task their reps with handling email or online chat apps as well as phones. This is essentially a hub of contact, with representatives working directly with customers to provide help or guidance.
A concierge is the person who puts that personal touch on a customer experience. Concierges can work for any company that offers an individualized experience, but primarily in the hospitality and tourism industry. Concierges work with clients to book trips, suggest activities, help get tickets, make reservations, and arrange transportation. This can be a great role for someone who’s in the know about the best things to do in town and has a passion for helping make someone’s vacation or trip more enjoyable. Concierges may work directly with clients (like at a hotel), or may communicate and make arrangements online as a “virtual” concierge.
3. Client Relations Coordinator
These customer service professionals are kind of the closers when it comes to clients. They focus on the client experience and making sure that clients are satisfied with the level of service they’re receiving. These associates may work with a number of different teams inside and outside the company to ensure that the client is happy. It’s a more focused role instead of fielding general queries, these coordinators build and maintain relationships with specific clients.
4. Customer Service Representative
Customer service representatives, sometimes also known as customer care representatives, are responsible for helping customers in every industry (retail hospitality, healthcare, etc.). They may answer questions in person, on the phone, via email, or via chat. They take reports from users or customers, help troubleshoot if necessary, or provide product information. The job may include follow-up investigation or escalation of customer issues to other parts of the company, as well as reaching back out to customers for resolution. Customer service reps may also be responsible for keeping detailed records, processing payments and refunds, generating sales leads, and helping to meet sales goals.
5. Member Services Specialist
If it seems like every store or company seems to have a “perks” program or some kind of VIP club for elite customers, that’s because these programs are a lucrative way to build and create a loyal customer base. Member services specialists are customer service professionals who focus on working with customers who are members of these programs, ensuring that they understand and receive benefits, and meet program requirements. These specialists may also be responsible for recruiting new members, with yearly signup goals.
A receptionist is often the first face you see or the first voice you hear when interacting with a company. And a good one can make all the difference—someone who answers the phone with a polite, friendly demeanor sets a much better tone than someone who is clearly grouchy or dismissive. Also known as “front desk associates,” receptionists need to have great communication skills and good interpersonal skills. Receptionists typically receive guests, answer and direct phone calls, give information, manage schedules, and keep logs or records.
If you’re thinking about a career in customer service, there are some baseline skills you should develop as you figure out which customer service job opportunities you want to pursue. Organization and being detail-oriented are great assets, as is a positive and patient “bedside manner.” While customer service may seem like a solo job (or a duo with you and your phone), teamwork is essential to achieving company service goals. And tech savviness will always come in handy as factors like e-commerce, online customer service, and data collection become priorities for companies.