Customer service administrators take on a lot of responsibility in their departments. They ensure that all customer service agents are doing their work correctly and effectively. They are also responsible for taking any calls which may escalate beyond the control of a customer service agent. Customers can get irate sometimes and the authority of a customer service agent is limited in what they can offer a customer to try and pacify him or her. Customer service administrators are also responsible for any documents that must be transferred between customers and the customer service department to help resolve issues. These documents may come through mail, email, fax, or even personal delivery.
A continued education is usually not required for the position of a customer service administrator. A high school diploma is usually the minimum education level accepted, but if a company as a very specialized purpose, then a more specific, continued education may be required.
Good candidates for customer service administrator positions will have strong communication skills and easy-going personalities. However, they must still have the ability to be assertive when necessary. Databases vary from company to company, but basic computer skills are essential. Some positions may require proven skills in programs like Microsoft Word, Excel, Windows, and Access or other database programs.
Customer service administrators must be able to multitask and to work quickly. Organization is an absolute essential. Working in customer service may require a worker to have several windows open on a computer at one time, and the worker must be able to expertly alternate between programs to find and record all necessary information.
Courteous phone manners are essential not just for the individual, but in any administrator capacity you will be watched by employees and they will follow your example.
Problem-solving skills are also useful in this profession. Finding the source of customers’ problems can sometimes require a lot of deductive reasoning and searching. A thorough knowledge of company policies and records, as well as databases, will be essential in this area.
It is also likely that customer service administrators will have at least some responsibility to train new employees. Just knowing information is not enough; teaching skills are necessary. Good communication also plays a role here, as does observation. You should be able to observe employees, new and old, to make sure they thoroughly understand their duties.
For an administrator role in customer service, usually a minimum of 3 to 5 years of experience is required. If the position you seek is highly specialized then it is likely prospective employers will require applicants to have experience in that given field.
Employment Outlook and Compensation
The outlook in this field is good. There are plenty of customer service jobs available. Though technology is developing to create more automated phone systems, customer service representatives and administrators will remain in high demand. Compensation in this field depends heavily on experience. New customer service administrators can expect to make around $47,000 per year. As experience increases, the salary can go up to as much as $59,000 per year.
If you work well with people, are organized, are able to multitask, and enjoy challenges, this could be a great career to pursue.