Careers in Customer Service

Careers in Customer Service

Customer support is the behind-the-scenes work that helps customers connect to the products and services they love. From answering phones to resolving billing issues, customer service agents significantly impact how customers perceive their interactions with brands. Learn more about customer service job prospects as perceived by Raphael Avraham Sternberg.

1. Cashier

Cashiers are responsible for interacting with customers and explaining step-by-step how to use products or services. They typically work in grocery stores, pharmacies, or anywhere customers need assistance with a purchase. Being friendly and helpful in this position is important, as it directly impacts the brand’s image if customers are unhappy or have a negative experience in the store.

2. Flight Attendant

Flight attendants are an essential component in any airline’s success. They work to ensure passengers feel safe and secure during flying and provide valuable feedback about how the airline can improve their experience.  They must be friendly and professional with passengers and flight crew. They have access to a range of information from different sources throughout their daily duties, which allows them to make quick decisions to help crew or passengers.

3. Call Center Agent

Call center agents are responsible for taking orders, explaining how products will benefit customers, and answering questions they might have about the product or service. The agents will do their best to make the customer’s experience positive.  They must be friendly, approachable, and connect well with customers.  Call center agents are key to the company’s success, as they are the first customer to experience the product or brand.

4. Help Desk Analyst

Help desk analysts resolve various technical issues customers might experience with a product or service. They research solutions to problems and help clients set up access to technology.  They must be able to work with a range of personalities and support computer-savvy customers and those with little technical experience.  Help desk agents get feedback from customers about the products or brands they are working with, which allows companies to improve their products or services.

5. Paralegal

Paralegals assist attorneys with legal research, taking case-related calls, and helping with document preparation.  They must ensure they are up to date on issues related to the case to allow the lawyers to make accurate and educated decisions.  Working in a law office does come with a range of responsibilities, including handling disagreements between attorneys and clients.  It is important for paralegals to be efficient, friendly, and have a positive attitude to keep clients happy and avoid any unnecessary stress.

6. Secretary

Secretaries work in offices and support executives, managing calendars, typing letters, and taking meeting minutes. They must be organized and quick to respond, so they can coordinate meetings, schedule phone calls, and email correspondence, and take copious notes.  Secretaries play an essential support role in the office. They can easily become the company’s most important employees behind the scenes.

7. Field Service Engineer

To ensure proper functionality, field service engineers maintain and update product or service equipment. They are expected to fix complex and difficult problems; their training is typically intense.  Field service engineers often work alone, which requires them to be self-directed, independent, and resourceful. They must have an eye for detail and be able to work through complex or unanticipated problems, often without the tools or background they need to be successful.

8. Customer Service Specialist

Customer service specialists take calls and respond to emails, chat with customers online, or answer the telephone to resolve customer service issues.  Their jobs require them to be friendly, helpful, and efficient with their time and resources. They have a significant impact on the brand’s perception by customers.  Customer service specialists must be organized, flexible, and able to work in various environments.

9. Fraud Investigator

Fraud investigators look for ways customers are exploited or harmed by a product or service. These agents search customer accounts and financial documents to determine if a company is dishonest with its clients or employees.  Fraud investigators may even visit businesses to talk with employees and customers about their experiences with the company or product.  Fraud investigators ensure that customers get value for their money on a purchased service or product.  They may visit a business several times to determine if fraudulent activities occur.

10. Customer Service Supervisor

Customer service supervisors provide leadership, support, and training to customer service agents.  They must be friendly and personable with customers to build positive relationships throughout their interactions with the company’s brands. A good supervisor is a driving force behind a well-managed customer service experience.

11. Technical Support Engineer

Technical support engineers are the brand’s voice, analyzing, troubleshooting, and fixing customer issues.  Their jobs require extensive technical skills and a passion for customer service.  They must be able to quickly diagnose complex problems and identify solutions, often without the tools needed to solve them. They act as valuable customer resources by answering questions about product features and troubleshooting problems.

12. Customer Success Manager

Customer success managers are responsible for achieving and exceeding customer expectations. They evaluate each stage of the customer lifecycle, identify system improvements to help customers, and develop strategies to retain them.  According to Raphael Avraham Sternberg, customer success managers must have a firm understanding of the brand’s products and services, so they can advise customers on how to use them most effectively.  They also look for opportunities to improve the company’s bottom line, such as new ways to use data or increase engagement through social media.

The jobs on this list all require different skill sets. The common thread is that each role must be filled by someone genuinely committed to the company’s brands and customers.  Each position requires a high degree of empathy and communication skills, which are especially critical in customer service, where agents significantly impact brand perception.  Entire careers can be built around a single position on this list.