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 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.
I rate this career 5 out of 10.
The best part of my career is the pay and the benefits that come with it. The worst part is the stress involved. The pay and vacation time definitely help combat this stress, but it's still very nerve-racking and fast paced. There are quota stat numbers to keep up with and that can be anxiety-inducing. Often, there will be free lunch, raffles, or a snack cart that comes around to help lift morale. I sometimes dislike when we have a high call volume and I have to be on the phones my entire shift (I prefer to switch it up).
I would take advantage of any training options or programs that the employer offers. This helps you keep abreast of on any new product developments, ideas, or directions the company is going in. It also keeps you well informed and competent at your job.
Find a way to organize customer information as efficiently as possible. This requires you to individualize how you organize in general to match what works best for you. There are many follow ups with customers and things to check up on while not working with the customer directly. You will need to keep track of all of this.