Job Description of a Customer Service Sales Associate
A customer service sales associate makes sales via the phone, or responds to customer inquiries regarding billing or technical issues. The majority work in call centers and are often referred to as customer service representatives (CSRs) or call center agents. Others deal with consumers or clients through email, Web chats or even face-to-face meetings. Regardless of duties, customer service sales associates' main responsibility is to keep the customer satisfied and coming back.
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Basics
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Customer service sales associates who work in call centers either make phone calls in an attempt to sell a product or service, or take calls from customers who have questions related to a service they have already purchased (such as cell phones or cable television). Either way, these customer service associates typically use computers to track customer information and headsets to handle the call. At times, they may interact with a customer via instant messaging or Web chats. The majority of customer service associates receive a base salary, along with a commission based on performance and sales.
Skills
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Customer service sales associates must possess excellent communication skills. They should understand how to use a computer and the phone system, and have a basic understanding of math and speak fluently with proper grammar. They also need to be polite, professional and confident when taking calls, as well as organized and analytical. On top of those things, customer service associates should have a firm grasp of the product or service they are selling or answering questions about.
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Background
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Most customer service sales associates only need a high school diploma to get hired. Typically, they undergo several weeks of paid training before taking live calls. These training sessions are designed to teach associates various sales pitches, how to use office equipment and how to handle angry or confused customers. Customer service sales associates often are able to receive promotions quickly, provided they display a strong work ethic and display strong customer service skills.
Prospects
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According to the U.S. Bureau of Labor Statistics, jobs for customer service associates will increase 18 percent from 2008 to 2018. More than 2.2 million workers were employed as customer service associates in 2008, the BLS reported.
Earnings
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Much of a customer service sales associate's wages are based on the number of sales she is able to generate. Many customer service associates receive bonuses and incentives based on performance as well. Customer service associates earned anywhere from $23,000 to more than $35,000 per year in April 2010, according to PayScale.com.
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References
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