People tend to paint customer service jobs with a wide brush and deem the entire field as entry-level with a high-churn rate. However, the business landscape seems to be becoming increasingly customer-centric. This is creating a vast array of career opportunities for customer service professionals. The fact of the matter is that whether it’s by phone, text, social media, email, live chat, or some other means of contact, 62 percent (more than six in ten) of Americans reach out to customer service professionals every month.
According to the results of a survey conducted by Zendesk in 2019, 84 percent of consumers consider customer service a primary factor when making the decision whether to purchase or not. Only three percent felt customer service was unimportant.
In this guide, we’ve outlined three customer service career paths to help you consider what your options are for the future.
Customer Service Representative
Customer service representatives (customer experience managers, agents, or white glove specialists) are tasked with handling and resolving customer issues. These individuals work at the front line to answer questions from customers, resolve their complaints, provide relevant instructional information about services and products, and process and modify orders.
Quality Assurance Manager
For customer service representatives to do their job properly, they must adhere to a set of protocols and quality standards. It’s the quality assurance manager’s job to ensure they do. These standards can include everything from problem-solving ability to tone and tend to be particular to each company.
Product Support Specialist
As the name suggests, these individuals are experts on the company’s products and services. When customer service representatives are unable to address more complex questions that require technical expertise about the company’s products or services, they direct them to product support specialists. Product support specialists troubleshoot these problems and act as a valuable educational resource on product functionality.
Growing your career as a customer service professional begins with you. However, job hunting doesn’t need to be a chore where you need to sift through classifieds and referrals. If you’re trying to find jobs in Durango, Boulder, Westminster, Arvada, Lakewood, Denver, and elsewhere in Colorado, consider Now Hiring Colorado.
Now Hiring Colorado is an immensely helpful platform for those who’re job-hunting for customer service professions. It guides you on everything, from writing your resume to telling you what employers look for in an ideal candidate.
Get in touch with Now Hiring Colorado for more information.