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

Customer care specialists can find many career and educational opportunities in the Pasadena, California area. There are currently 201,200 working customer care specialists in California; this should grow 28% to 256,800 working customer care specialists in the state 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 yearly on average in California. Nationally, their income is about $14 per hour or $29,860 annually. Customer care specialists earn less than people working in the category of Human Resources and Customer Service generally in California and less than people in the Human Resources and Customer Service category nationally.

There are 210 schools of higher education in the Pasadena area, including two within twenty-five miles of Pasadena where you can get a degree to start your career as a customer care specialist. The most common level of education 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 Pasadena 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.
  • Eligibility and Occupancy Interviewer. Determine eligibility of persons applying to receive assistance from government programs and agency resources, such as welfare, unemployment benefits, and public housing.
  • 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.
  • 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

Long Beach City College - Long Beach, CA

Long Beach City College, 4901 E. Carson St., Long Beach, CA 90808-1706. Long Beach City College is a large college located in Long Beach, California. It is a public school with primarily 2-year programs and has 26,097 students. Long Beach City College has an associate's degree and a two to four year program in Customer Service Support/Call Center/Teleservice Operation.

Rio Hondo College - Whittier, CA

Rio Hondo College, 3600 Workman Mill Rd, Whittier, CA 90601-1616. Rio Hondo College is a large college located in Whittier, California. It is a public school with primarily 2-year programs and has 17,505 students. Rio Hondo 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: Pasadena, California

Pasadena, California
Pasadena, California photo by Morgoth666

Pasadena is located in Los Angeles County, California. It has a population of over 143,080, which has grown by 6.8% over the last ten years. The cost of living index in Pasadena, 167, is far greater than the national average. New single-family homes in Pasadena are priced at $298,000 on average, which is near the state average. In 2008, thirty-nine new homes were constructed in Pasadena, down from one hundred thirty-three the previous year.

The top three industries for women in Pasadena are educational services, health care, and professional, scientific, and technical services. For men, it is professional, scientific, and technical services, educational services, and accommodation and food services. The average commute to work is about 26 minutes. More than 41.3% of Pasadena residents have a bachelor's degree, which is higher than the state average. The percentage of residents with a graduate degree, 17.8%, is higher than the state average.

The unemployment rate in Pasadena is 9.7%, which is less than California's average of 12.3%.

The percentage of Pasadena residents that are affiliated with a religious congregation, 58.1%, is more than both the national and state average. Pasadena Church of God, All Saints Episcopal Church and Grace United Methodist Church are among the churches located in Pasadena. The most prominent religious groups are the Catholic Church, the Southern Baptist Convention and the LDS (Mormon) Church.

Pasadena is home to the Annandale Golf Course and the Hill Avenue Branch Pasadena Public Library as well as Victory Park and Lower Arroyo Park. Shopping centers in the area include Hastings Ranch Plaza Shopping Center, Hastings Ranch Shopping Center and Plaza Pasadena Shopping Center. Visitors to Pasadena can choose from Best Western Pasadena Inn, Best Western Colorado Inn Pasa and Astro Motel Pasadena for temporary stays in the area.