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Career and Education Opportunities for Customer Care Specialists in San Jose, California

San Jose, California provides a wide variety of opportunities, both career and educational, for customer care specialists. About 201,200 people are currently employed as customer care specialists in California. By 2016, this is expected to grow 28% to 256,800 people employed. This is better than the nation as a whole, where employment opportunities for customer care specialists are expected to grow by about 17.7%. Customer care specialists generally interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.

The income of a customer care specialist is about $16 per hour or $34,000 annually on average in California. In the U.S. as a whole, their income is about $14 per hour or $29,860 yearly on average. Incomes for customer care specialists are not quite as good as in the overall category of Human Resources and Customer Service in California, and not quite as good as the overall Human Resources and Customer Service category nationally.

The San Jose area is home to fifty-nine schools of higher education, including one within twenty-five miles of San Jose where you can get a degree as a customer care specialist. Customer care specialists usually hold a high school diploma or GED, so you can expect to spend only a short time studying 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 San Jose include:

  • 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.
  • Telephone Operator. Provide information by accessing alphabetical and geographical directories. Assist customers with special billing requests.

EDUCATIONAL OPPORTUNITIES: Customer Care Specialist Training

College of Alameda - Alameda, CA

College of Alameda, 555 Ralph Appezzato Memorial Parkway, Alameda, CA 94501. College of Alameda is a medium sized college located in Alameda, California. It is a public school with primarily 2-year programs and has 6,576 students. College of Alameda 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: San Jose, California

San Jose, California
San Jose, California photo by Leslie

San Jose is situated in Santa Clara County, California. It has a population of over 948,279, which has grown by 6.0% over the last ten years. The cost of living index in San Jose, 163, is far greater than the national average. New single-family homes in San Jose are priced at $163,800 on average, which is far less than the state average. In 2008, two hundred fourteen new homes were built in San Jose, down from three hundred twenty-five the previous year.

The three big industries for women in San Jose are health care, educational services, and professional, scientific, and technical services. For men, it is computer and electronic products, construction, and professional, scientific, and technical services. The average travel time to work is about 28 minutes. More than 31.6% of San Jose residents have a bachelor's degree, which is higher than the state average. The percentage of residents with a graduate degree, 10.7%, is higher than the state average.

The unemployment rate in San Jose is 13.2%, which is greater than California's average of 12.3%.

The percentage of San Jose residents that are affiliated with a religious congregation, 43.2%, is less than both the national and state average. Almaden Hill United Methodist Church, Almaden Valley United Methodist Church and Kingdom Hall of Jehovahs Witnesses are some of the churches located in San Jose. The most prominent religious groups are the Catholic Church, the LDS (Mormon) Church and the Muslim Estimate.

San Jose is home to the Evergreen Ranch and the Rosegarden Branch San Jose Public Library as well as Almaden Winery Park and Albertson Park. Shopping malls in the area include Almaden Plaza Shopping Center, Almaden Via Valiente Plaza Shopping Center and Foxworthy Shopping Center. Visitors to San Jose can choose from Atrium Gardens, Best Western Airport Plaza and Best Western Inn Airport Plaza for temporary stays in the area.