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Career and Education Opportunities for Customer Care Specialists in Ontario, California

There are many career and education opportunities for customer care specialists in the Ontario, California area. Currently, 201,200 people work as customer care specialists in California. This is expected to grow 28% to 256,800 people 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. Customer care specialists generally interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.

Income for customer care specialists is about $16 per hour or $34,000 annually on average in California. Nationally, their income is about $14 hourly or $29,860 per year. Compared with people working in the overall category of Human Resources and Customer Service, people working as customer care specialists in California earn less. They earn less than people working in the overall category of Human Resources and Customer Service nationally.

There are twenty-two schools of higher education in the Ontario area, including one within twenty-five miles of Ontario where you can get a degree to start your career as a customer care specialist. Customer care specialists usually hold a high school diploma or GED, so it will take only a short time to learn to be 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 Ontario 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.
  • Telephone Operator. Provide information by accessing alphabetical and geographical directories. Assist customers with special billing requests.

EDUCATIONAL OPPORTUNITIES: Customer Care Specialist Training

Barstow Community College - Barstow, CA

Barstow Community College, 2700 Barstow Road, Barstow, CA 92311. Barstow Community College is a small college located in Barstow, California. It is a public school with primarily 2-year programs and has 2,318 students. Barstow Community College has a two to four year program in Customer Service Support/Call Center/Teleservice Operation.

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: Ontario, California

Ontario, California
Ontario, California photo by Sfan00_IMG

Ontario is situated in San Bernardino County, California. It has a population of over 171,691, which has grown by 8.7% over the last ten years. The cost of living index in Ontario, 127, is far greater than the national average. New single-family homes in Ontario are priced at $164,100 on average, which is far less than the state average. In 2008, eight new homes were constructed in Ontario, down from three hundred seven the previous year.

The three most popular industries for women in Ontario 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 commute to work is about 31 minutes. More than 10.5% of Ontario residents have a bachelor's degree, which is lower than the state average. The percentage of residents with a graduate degree, 2.7%, is lower than the state average.

The unemployment rate in Ontario is 14.9%, which is greater than California's average of 12.3%.

The percentage of Ontario residents that are affiliated with a religious congregation, 42.0%, is less than both the national and state average. Kingdom Hall of Jehovahs Witnesses, Country Church of Ontario and Grace Missionary Baptist Church are all churches located in Ontario. The most prominent religious groups are the Catholic Church, the Southern Baptist Convention and the LDS (Mormon) Church.

Ontario is home to the Ontario Motor Speedway and the West End Multi-Service Center as well as Del Rancho Park and Unity Park. Shopping malls in the area include Galvin Park Shopping Center, Vineyard Freeway Shopping Center and Ontario Vineyard Marketplace Shopping Center. Visitors to Ontario can choose from Best Western Ontario, Best Western Ontario Airport and Amerisuites Ontario Mills for temporary stays in the area.