Customer Service Representative
The Customer Service Representative program is designed to prepare individuals for entry-level employment as a customer service representative or related positions, such as a library clerk, information clerk, or as a courtesy, complaint, or inquiry receptionist. This program teaches students how to communicate effectively with customers.
Upon completion of the Customer Service Representative program, graduates will be able to gather and respond to customer feedback and manage customer relationships. Additionally, they will know how to use Microsoft Word, Excel, Outlook, and PowerPoint, using our Microsoft Certified Application Specialist (MCAS) approved courses.
Program Course List and Course Descriptions:
Microsoft Excel 2010 – Level 1: 30 hours
In this course, students learn to create and manage worksheets and workbook files; enter data and create basic formulas to perform calculations. Students accomplish the learning objectives for each lesson through a series of hands-on tasks, for which they are given step-by-step instructions and desired result checkpoints. The tasks provide ample opportunity for students to practice, apply, and develop the skills covered in the course.
Microsoft Outlook 2010 – Level 1: 25 Hours
This course will provide an overview and introduction to Microsoft Excel 2010. You will learn basic concepts and techniques for working with Microsoft Excel’s most commonly used features and functions. This course provides many opportunities to practice these techniques.
Microsoft Word 2010 – Level 1: 30 Hours
This course will provide an overview and introduction to Microsoft Word 2010 and its use within the Windows environment. You will learn basic concepts and techniques for working with Microsoft Word’s most commonly used features and functions. There will be opportunities to explore and practice these techniques throughout the course.
Office Procedures Level 1: 30 Hours
This course teaches introductory office procedures and practices to the novice office worker. It consists of six Lessons and a Final Exam. Each Lesson is divided into Sections with related Tasks. There are questions at the end of each Lesson designed to reinforce the concepts the student has learned in the Lesson.
Business Verbal Communications: 25 Hours
The Business Verbal Communication course is designed to introduce students to the primary aspects of successful verbal communication in a business context. Students have ample opportunity to apply the concepts learned by completing tasks and exercises in the course.
Customer Service: 25 Hours
The Customer Service course will teach students the fundamentals of customer service and help them to develop core competencies for providing excellent customer service. Students are given ample opportunity to practice, apply and develop their customer service skills through the completion of hands-on tasks.
Program Classroom Link:
Program Shippable Materials:
- Microsoft Excel 2007 – Level 1
- Microsoft Outlook 2007 – Level 1
- Microsoft Word 2007 – Level 1
- Office Procedures Level 1
- Business Verbal Communication
- Customer Service
*Note: The standard shipping process usually requires 10-14 business days within the US. Weekends or holidays do not count. International/APO/ FPO/ PO Box address may experience delays. Please be aware that your materials will not be shipped until your start date.
Customer service representatives handle customer complaints, process orders, and provide information about an organization’s products and services. Although customer service representatives are employed in nearly every industry, many work in telephone call centers, credit and insurance agencies, banks, and retail stores. Customer service representatives typically need a high school diploma and are trained on the job. They should be good at communicating with people and have basic computer skills. The median hourly wage for customer service representatives was $14.70 in May 2012.
|Clock Hours ||Job Duties ||Entry-level Education ||Median Salary |
Customer Service Representatives
Customer service representatives handle customer complaints, process orders, and provide information about an organization’s products and services.
High school diploma or equivalent