CAREER ADVICE

Customer Service Representative 

One of the fastest growing occupations in the Cedar Rapids metro area is that of Customer Service Representative.  Customer Service Representatives are an integral part of the success of many companies.  A sampling of these companies is GreatAmerica Leasing Corporation, H.S. Industries, Intermec Technologies Corporation, J-TEC Associates and Toyota Financial Services.  As companies continue to add to the list of services they offer to customers, there will be a strong demand for Customer Service Representatives.  According to information provided by local employers, Customer Service Representatives can expect a salary range of $20,000 to $45,000. 

Once the sale of a product is made, someone must be able to answer the customer’s questions, which are as varied as the customers themselves.  Customer Service Representatives must have an open mind, be willing to learn and ready to handle any situation that may come to them.  They must be good listeners so that the customer will not have to repeat information.  The Customer Service Representative must be understanding—every customer has a different financial background and every customer situation is a little different.  It is necessary to be empathetic and be able to put yourself in the customer’s shoes while at the same time maintaining company policy.  How would you know if you would make a good Customer Service Representative?  If you are patient, positive, a good listener and pay close attention to detail, you would be well suited.  

Customer Service Representatives use the latest in technology to perform their job responsibilities.  Confidential customer information is entered and retrieved via computer and keyboard.  Telephone systems are state-of-the art, sending calls evenly to all Customer Service Representatives.  Callers may be transferred to others in the same or different departments.  Voice mail is used.  Customer Service Representatives use email, reference guides and the Internet to access necessary information. The work is performed in a sitting position, often while wearing a telephone headset which allows more freedom in motion to access information.  Some companies may have scripts for their Customer Service Representatives, but it is more common not to have scripts.   At Toyota, for example, Customer Service Representatives use their own words and expressions to convey personalized service to their clients. 

Amy Sample and Elizabeth Johanns, both Customer Service Representatives at Toyota Financial Services, recommend that students work towards having excellent English skills in order to be a successful Customer Service Representative.  A high school graduate or equivalent is required to enter into this career.  Additional education after high school may assist the Customer Service Representative in moving up in the company.  There are many opportunities for advancement.    Ms. Johanns identifies Team Leaders, Supervisors, and Managers as some of the career advancement opportunities at Toyota.    

When asked about special skills helpful to Customer Service Representatives, Ms. Sample said, “The diversity of people we speak with does require some patience on our part.  Not everyone is from the corn-fed, beef-state of Iowa, nor speaks English as their first language.” Many times a company’s customer basis is nationwide as is Toyota Financial Services’ located in Cedar Rapids.  She goes on to say, “The ability to speak an additional language would be a major asset to the customer service department.  Toyota already has a Spanish-speaking Customer Service unit and Toyota is always looking for more associates with this skill.” 

Because many companies have a nationwide client base, it can mean Customer Service Representatives work schedules other than the normal “8-5, Monday through Friday” work week to accommodate time zone changes and being available on weekends.  Companies arrange work schedules for the Customer Service Representatives to accommodate these needs.  At Toyota Financial Services in Cedar Rapids, telephone customer service is available from 7:00 a.m. through 7:00 p.m., Monday through Friday. They currently do not work weekends and they have a rotating schedule with paid holidays and personal time.  Customer Service Representatives work two late days during which they start their shift anywhere from 9:30 – 10:30 a.m. and three early days during which their shift begins between 7:00 – 9:00 a.m.  Ms. Sample likes this flexibility because she doesn’t have to waste her vacation or personal time for doctor’s visits and such.

When asked how she deals with upset and frustrated customers, Elizabeth Johanns said, “I put myself in the customer’s shoes.  I stay calm and let the customer know that I understand why they are frustrated.  Then I provide them with complete answers.”  When asked what makes a successful day, she said “I’ve had a successful day at work when I get a customer who doesn’t understand something and I am able to provide them with the information.  By the end of the call the customer understands completely.  I’ve also had a successful day at work if I have that one customer who calls in and tells me how much they appreciated my service, knowing that I made a difference is definitely a success.  To hear a customer say, ‘I love my Toyota’ is a successful day.”

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