What does a Customer Service Associate do?

In a retail, hospitality, or restaurant setting, a customer service associate works directly with customers to ensure that they have a positive experience and that any problems are resolved as quickly and painlessly as possible. Even in stressful situations or when dealing with angry customers, he or she must remain pleasant and professional, though most businesses have rules stating that service associates are not required to deal with customers who become belligerent or abusive. This position is typically classified as a mid-level position, above cashiers and other associates but below supervisory and management positions.

Employees who work in call centers are frequently given the title of customer service associate large corporations. These individuals may never speak with customers face to face, but they will assist them over the phone answering questions, making appointments or reservations, and enrolling customers in services such as home utilities. The associate, on the other hand, is typically someone who works directly with customers, such as behind a returns desk, a courtesy counter, or the front desk of a hotel or airport.

When a customer has a problem that needs to be resolved, they can approach the customer service representative. An item ringing up at the incorrect price, or the need to return an item for a refund, are two common issues. In the hospitality industry, an associate like this might help guests who need to be moved to a different room or who are having trouble understanding the charges on their bill. As an apology for a problem, a customer service representative may offer an additional benefit to the customer, such as a percentage off the bill. After that, the customer is more likely to remember the experience favorably and return to the establishment.

It is critical for any customer service representative to pay close attention to the customer and determine the exact nature of the problem before explaining how he or she will resolve it. Customers become irritated quickly if they have a problem, especially if the problem is the fault of the company, so this should be done as soon as possible. Even if the customer is at fault, the service representative should remain friendly and polite and explain the customer’s options for resolving the issue to his or her satisfaction.