Customer Service Representative For A Telecommunications Company

How I Got The Job

My Education: BA in Psychology

My Prior Experience: I worked in another inbound customer service position for a year before working at my current company. I also did some alumni outbound calling in college to raise money for the school.

My Job Profile

My Company: I work for a telecommunications company. We set up accounts, troubleshoot devices, place orders, activate phones, change price plans, go over customer bills, etc.

Job/Career Overview: My primary responsibility at work is to answer customers' calls an questions in regards to their cell phones. Most of these customers have placed orders online and need to get information on their shipment, or go through the procedures of the credit check (sometimes requires customers to fax over information to verify identity or answer questions based on their credit reports).

I am NOT in sales, so I do not suggest which phone a customer should get. My department only handles orders after they've already been placed by the customer. I also often go over customers' bills with them and explain the data usage they have accrued from accessing the internet or downloading applications from their phone.

Typically, I come to work, get on my personal computer, and open up all the programs we use throughout the day (there are about 4). I check my follow-ups to see if I need to call a customer back about something. I will often call them back with their tracking information just to let them know the phone is on its way and they can track it through the carrier's website with their tracking reference number. I often am required to go over policies with the customer, like the return policy or explain how many days they have to activate a new phone, how long they have until their bill cycle is over and their monthly alloted minutes start over, etc.

More Insights: Working as an inbound call center rep can be stressful, and it's always a good idea to bring trinkets or pictures from home to help you get through the stressful days. It's also important to read any company emails that come out just to stay updated on changes, events, suggestions, tips, etc.

Most companies have resources that can help you advance your career. It's ALWAYS a good idea to build rapport with your manager so he can help you move up in the company or act as a great reference for your next job. Never burn bridges when you leave a job, but rather give honest reasons for leaving in a respectful way. Employers appreciate this much more than just quitting or refusing to say why you're leaving.