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Career and Education Opportunities for Customer Care Specialists in Phoenix, Arizona

There is a wide variety of career and education opportunities for customer care specialists in the Phoenix, Arizona area. There are currently 70,730 jobs for customer care specialists in Arizona and this is projected to grow by 30% to about 91,810 jobs by 2016. This is better than the national trend for customer care specialists, which sees this job pool growing by about 17.7% over the next eight years. In general, customer care specialists interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.

Customer care specialists earn approximately $13 per hour or $29,040 annually on average in Arizona. Nationally they average about $14 per hour or $29,860 yearly. Compared with people working in the overall category of Human Resources and Customer Service, people working as customer care specialists in Arizona earn less. They earn less than people working in the overall category of Human Resources and Customer Service nationally.

The Phoenix area is home to seventy-six schools of higher education, including three within twenty-five miles of Phoenix where you can get a degree as a customer care specialist. Given that the most common education level for customer care specialists is a high school diploma or GED, you can expect to spend only a short time training to become a customer care specialist if you already have a high school diploma.

CAREER DESCRIPTION: Customer Care Specialist

Customer Care Specialist video from the State of New Jersey Dept. of Labor and Workforce Development

In general, customer care specialists interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.

Customer care specialists talk with customers by telephone or in person to furnish data related to products and services, to take or enter orders, cancel accounts, or to obtain specifics of complaints. They also check to insure that appropriate changes were made to deal with customers' problems. Equally important, customer care specialists have to keep archives of customer interactions and transactions, recording specifics of inquiries and comments, as well as actions taken. Finally, customer care specialists refer unresolved customer grievances to designated departments for further investigation.

Every day, customer care specialists are expected to be able to listen to and understand others in meetings. They need to speak clearly. It is also important that they articulate ideas and problems.

It is important for customer care specialists to decide on charges for services requested, collect deposits or payments, or manage billing. They are often called upon to resolve customers' service or billing complaints by performing activities such as exchanging products and adjusting bills. They also contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments. They are sometimes expected to complete contract forms, ready change of address archives, and issue service discontinuance orders, using computers. Somewhat less frequently, customer care specialists are also expected to keep archives of customer interactions and transactions, recording specifics of inquiries and comments, as well as actions taken.

and obtain and examine all relevant data to gauge validity of complaints and to establish possible causes. And finally, they sometimes have to talk with customers by telephone or in person to furnish data related to products and services, to take or enter orders, cancel accounts, or to obtain specifics of complaints.

Like many other jobs, customer care specialists must be thorough and dependable and be reliable.

Similar jobs with educational opportunities in Phoenix include:

  • Accounts Receivable Specialist. Locate and notify customers of delinquent accounts by mail, telephone, or personal visit to solicit payment. Duties include receiving payment and posting amount to customer's account; preparing statements to credit department if customer fails to respond; initiating repossession proceedings or service disconnection; keeping records of collection and status of accounts.
  • Credit Investigator. Investigate history and credit standing of individuals or business establishments applying for credit. Telephone or write to credit departments of business and service establishments to obtain information about applicant's credit standing.
  • Human Resources Administrator. Compile and keep personnel records. Record data for each employee, such as address, weekly earnings, absences, amount of sales or production, supervisory reports on ability, and date of and reason for termination. Compile and type reports from employment records. File employment records. Search employee files and furnish information to authorized persons.
  • Insurance Processing Clerk. Process applications for, changes to, and cancellation of insurance policies. Duties include reviewing insurance applications to ensure that all questions have been answered, compiling data on insurance policy changes, changing policy records to conform to insured party's specifications, compiling data on lapsed insurance policies to determine automatic reinstatement according to company policies, canceling insurance policies as requested by agents, and verifying the accuracy of insurance company records.
  • Interviewer. Interview persons by telephone, mail, or by other means for the purpose of completing forms, applications, or questionnaires. Ask specific questions, record answers, and assist persons with completing form. May sort, classify, and file forms.
  • License Clerk. Issue licenses or permits to qualified applicants. Obtain necessary information; record data; advise applicants on requirements; collect fees; and issue licenses. May conduct oral, written, or performance testing.
  • Telephone Operator. Provide information by accessing alphabetical and geographical directories. Assist customers with special billing requests.

EDUCATIONAL OPPORTUNITIES: Customer Care Specialist Training

Rio Salado College - Tempe, AZ

Rio Salado College, 2323 W 14th St, Tempe, AZ 85281. Rio Salado College is a large college located in Tempe, Arizona. It is a public school with primarily 2-year programs and has 19,186 students. Rio Salado College has a less than one year program in Customer Service Support/Call Center/Teleservice Operation which graduated 456 students in 2008.

Glendale Community College - Glendale, AZ

Glendale Community College, 6000 W Olive Ave, Glendale, AZ 85302. Glendale Community College is a large college located in Glendale, Arizona. It is a public school with primarily 2-year programs and has 18,228 students. Glendale Community College has a less than one year program in Receptionist.

University of Phoenix-Online Campus - Phoenix, AZ

University of Phoenix-Online Campus, 3157 E. Elwood Street, Phoenix, AZ 85034-7209. University of Phoenix-Online Campus is a large university located in Phoenix, Arizona. It is a private for-profit school with primarily 4-year or above programs and has 181,146 students. University of Phoenix-Online Campus has a less than one year program in Customer Service Support/Call Center/Teleservice Operation which graduated eighteen students in 2008.

CERTIFICATIONS

Certified Customer Service Specialist: An individual who successfully passes ETA's World Class CSS Certification exam is professionally recognized as having the ability to uphold the interpersonal and business standards necessary in today's workplace.

For more information, see the ETA International website.

Customer Support Analyst: Support center analysts provide front line support and act as the primary contact for customers.

For more information, see the Help Desk Institute website.

Customer Service Representative: This one-day skills training and certification introduces the skills and techniques required to provide exceptional customer service and support.

For more information, see the Help Desk Institute website.

Desktop Support Technician: The HDI Desktop Support Technician certification is designed specifically for IT support professionals who spend much of their day visiting customers at their workstations or home office.

For more information, see the Help Desk Institute website.

Knowledge Management Foundations: KCS Principles: This certification will help you adopt a Knowledge-Centered Support (KCSSM) strategy that will shift your support center from a call-centric model to a knowledge-oriented model.

For more information, see the Help Desk Institute website.

Certified Customer Service Representative: Applicable to financial services professionals who have completed the AIB Customer Service Representative Certificate and who function as customer service representatives.

For more information, see the Institute of Certified Bankers website.

National Professional Certification in Customer Service: National Professional Certification in Customer Service® is an industry credential that facilitates career mobility for employees, applicants, and students; adds value to education and training programs; and helps employers identify the qualified professionals.

For more information, see the National Retail Federation Foundation website.

National Professional Certification in Sales: The Certification was designed to capture the core Sales duties for a broad range of entry-level through first-line supervisory positions across the sales and service industries.

For more information, see the National Retail Federation Foundation website.

LOCATION INFORMATION: Phoenix, Arizona

Phoenix, Arizona
Phoenix, Arizona photo by Urban

Phoenix is located in Maricopa County, Arizona. It has a population of over 1,567,924, which has grown by 18.7% over the last ten years. The cost of living index in Phoenix, 93, is below the national average. New single-family homes in Phoenix cost $218,200 on average, which is below the state average. In 2008, 2,176 new homes were built in Phoenix, down from 6,560 the previous year.

The top three industries for women in Phoenix are health care, educational services, and accommodation and food services. For men, it is construction, administrative and support and waste management services, and accommodation and food services. The average travel time to work is about 26 minutes. More than 22.7% of Phoenix residents have a bachelor's degree, which is higher than the state average. The percentage of residents with a graduate degree, 7.6%, is lower than the state average.

The unemployment rate in Phoenix is 10.0%, which is greater than Arizona's average of 9.3%.

The percentage of Phoenix residents that are affiliated with a religious congregation, 39.7%, is less than the national average but more than the state average. San Francisco Xavier and Good Shepherd Convent are among the churches located in Phoenix. The most common religious groups are the Catholic Church, the LDS (Mormon) Church and the Southern Baptist Convention.

Phoenix is home to the Arizona Highway Patrol Headquarters and the Gila Valley Lookout as well as Indian Bend Park and Stephen Park. Shopping centers in the area include Alta Vista Shopping Center, Arcadia Plaza Shopping Center and Arcadia Village Shopping Center. Visitors to Phoenix can choose from Four Seasons Limousine LLC, Maricopa Manor B&B Inn and Motel 6 for temporary stays in the area.