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Career Story: Customer Service Representative In Telecomunications

Customer Service Representative In Telecomunications

Job Title: Customer Service

Education: some college at Waubonsee in Aurora

Previous Experience: cashier at Sears

Job Tasks: I work in sales for a company that sells phone, internet cable service and soon cell phones. I handle all kinds of customer related issues. We also do record keeping, we are also responsible for a cash drawer every day which ends up in a deposit at the end of the day. We have knowledge on the products we sell in order to key in the sales.

We keep records of equipment such as modems , and converter boxes and also know the difference between each different type of box. The company had a training program but most of the training we get now is through e-mail. Most of the time is spent on customer related issues, like helping resolve their cable, phone or internet outages. We also provide copies of their bills and explain them quite a bit.

We get on the phone with supervisors or e-mail them to resolve some of the issues we are unable to resolve ourselves. We find out that customers don't really like the phone automated system and hope in the future some one would improve it. At the end of the day most of the receipts can be sorted out and deposits finished in about 45 minutes. So I would say the hardest thing is to try to help people out and sometimes it's difficult to do.

Best and Worst Parts of the Job: Best: Doing whatever it might be to keep the customer happy. They work as hard as I do to be able to come home and relax the rest of the day. Also, that's what I'm paid to do. Worst: When I'm unable to solve the client's complaint because I don't have the authority to make a call and have someone come out and solve their issue.

Job Tips:
1. Take as many courses as you can in computers, it looks like there is no way around it.

2. Also take courses on how to communicate with people. Psychology would probably help you also, but most important on how to have patience and care. We are all in too much of a hurry all the time and need to slow down and provide good service to the customer.

Additional Thoughts: You must have a lot of patience to work in customer service and deal with a lot of people.

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