What Kind Of Jobs Are Associated With The Customer Service Function

What kind of jobs are associated with the customer service function? With so many roles in such a large industry, it’s understandable that it can be difficult to decide which one you’d like to pursue.

Of course, you want to be part of customer service, even if it’s just a small part of your day-to-day work. However, there are several key roles in the customer support industry.

Some of them are the same, but have different titles (e.g., customer service representative, client service representative, call center representative, etc.), while others have the same job title but different responsibilities in different organizations.

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It can get a little confusing. That’s why we’ve put together a list of customer service job descriptions and titles below to make your job search a bit easier.

What Are Customer Service Jobs?

Customer service jobs cover all aspects of customer service, customer service support, customer success, and customer experience.

The positions listed below are all integral parts of the customer journey:

• Helping customers make buying decisions
• Providing post-buying support
• Helping customers understand and use your products
• Making sure their experience is positive all the time

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What do customer service jobs involve?

Generally speaking, a customer service employee interacts with customers for the benefit of the organization. Some work directly with customers, while others focus on a specific service channel, such as phone calls, emails, live chats, and so on.

More often than not, their role involves communicating with customers through multiple channels. The job duties and activities of a customer service employee may vary greatly.

For instance, they may be responsible for answering customer questions, providing tech support, or ensuring customer satisfaction and retention.

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What Kind Of Jobs Are Associated With The Customer Service Function

Some customer service positions are the same but have different titles. For example, a customer service representative is the same as a client service representative or a customer care agent.

On the other hand, some positions have the same title but have different responsibilities in different organizations. Here are the most common customer service positions and how they should be distinguished:

1. Customer service supervisor

Customer service supervisors supervise junior customer service agents or a member of a service team. They can also be involved in the hiring process, such as helping to select and interview customer service candidates. They may later help train and mentor new team members.

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2. Call center agent

Call center agents are responsible for answering incoming calls, resolving and handling complaints, handling transactions, or simply generating customer inquiries about the company’s services or products. They can work in-house at a physical call center or remotely at an online call center. Typically, call center agents are expected to handle high call volumes.

3. Customer service representative

Customer service reps answer questions about a company’s products/ services, policies, and processes. They also resolve problems, take orders, manage returns, handle complaints, and provide proactive information about a company’s offerings. They usually have a set number of emails or phone calls they have to answer every day.

4. Customer support engineer

A customer support engineer (or technical support specialist) is responsible for troubleshooting technical issues that customers encounter with a company’s products or services.

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A customer support engineer conducts research, diagnoses problems, and finds solutions to technical issues. They also prepare reports and reports on unresolved issues to relevant internal teams.

5. Customer service manager

Customer service managers oversee customer service departments. They are in charge of onboarding new service agents and training them. They keep track of their performance and overall progress. They also handle conflicts between customers and service reps.

6. Customer support representative

Customer support representatives are typically found in software-as-a-service (SaaS) and tech companies that provide ongoing technical support for products or services. They answer customers’ queries and solve product or service problems. This can include installation assistance, troubleshooting assistance, maintenance assistance, and product upgrades.

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7. Customer advocate

Customer advocates are the people who represent the interests of the customers in the company and make sure that the company remains client-focused. Essentially, they act as the middleman between the company’s customers and its marketing department. It is their responsibility to push internal changes within the company to meet customer expectations all the time.

8. Chief Customer Officer (CCO)

The role of the chief customer officer (CCO) is still relatively new, but it’s becoming increasingly popular. While responsibilities may differ from company to company, the overall function of the CCO is to collaborate with the executive board to develop new ways to enhance customer experiences.

9. Customer support manager

Customer support managers are in charge of the day-to-day management of the support department and the training of new support representatives. They also provide best practices, knowledge base content, and methodologies to ensure a company’s overall customer support quality.

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10. Customer success manager

Customer success managers prioritize long-term customer success. That’s why they build relationships with customers and help them get the most out of a business’s product or service. Their mission is to make sure that customers get what they pay for. So, successfully implement customer success into your business.

11. Customer experience manager

Customer experience managers (CXMs) focus on understanding the needs of their customers. As a result, they develop and implement processes that enhance customer experiences and foster customer loyalty. In other words, their role is to make every stage of the customer journey engaging and productive for customers.

Wrapping Up

When it comes to job titles for customer service roles, it all depends on the kind of message you want to communicate. For a technical support employee, the job titles can include descriptive terms such as:

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• Customer service specialist
• Tech expert
• Professional
• Guru
• Whiz

These job titles can also indicate the employee’s level of expertise and tech knowledge. They can also emphasize the internal hierarchy (Assistant, Associate, or Leader) while deemphasizing it (Agent or Advisor). No matter what role titles you choose, they should make it clear who’s in charge of what. They’re for employees and customers alike.