Customer Service Manager | Northwood Technical College

Skills & Competencies

Skills developed through this program

Auto-populatedfrom O*NET via SOC 43-4051.00

Skills

Service OrientationActive ListeningSpeakingReading ComprehensionCritical ThinkingComplex Problem SolvingTime ManagementWriting

Knowledge

Customer and Personal ServiceEnglish LanguageAdministration and ManagementSales and MarketingMathematics

Abilities

Oral ComprehensionOral ExpressionSpeech RecognitionSpeech ClarityProblem SensitivityWritten ExpressionNear VisionWritten ComprehensionDeductive ReasoningInductive Reasoning

Tasks

Confer with customers by telephone or in person to provide information about products or services, t
Keep records of customer interactions or transactions, recording details of inquiries, complaints, o
Check to ensure that appropriate changes were made to resolve customers' problems.

Technology

Network conferencing softwareDocument management softwareGraphics or photo imaging softwareHuman resources softwareData base user interface and query software

Tools

Autodialing systemsAutomatic call distribution ACD systemCalling line identification equipmentCash registersDesktop computersDialed number identification systems DNISGlobal positioning system GPS receiversMulti-line telephone systemsOn hold playersPersonal digital assistants PDAPredictive dialersScannersVoice broadcasting systemsWireless telephone headsetsWireless telephone systems

Work Values

RelationshipsSupportIndependenceAchievementRecognitionWorking Conditions

Career Pathways

Occupations this program prepares you for

Auto-populatedfrom O*NET + BLS

Occupations matched to this program, with median wage, top wage, growth, and openings
SOC	Occupation	Method	Wage	Growth	Openings
Match confidence: medium43-4051.00	Customer Service Representatives	title_inference	$42,830 median$62,730 top	-5.46%	-15,370

Program Pathways

Credentials this program stacks toward

No program pathways.

What You'll Learn

Key competencies developed through this program

Auto-populatedfrom NSX Competency Framework

Mastery: developing (Level 2)(based on Diploma)

Multi-channel coverage (phone, chat, email simultaneously) — handle a routine queue without quality loss.
Customer objections and negotiation requests — handle within authority limits without escalating routinely.
Cross-sell and retention scripts — apply naturally on appropriate calls to hit team metrics.
Recurring escalation patterns — recognize early and route to the right specialist team.
Soft-skills techniques (empathy statements, paraphrase, summary close) — apply reliably during difficult calls.
QA scorecards and call-coaching feedback — incorporate consistently to maintain quality targets.
New-hire shadowing for tier-1 colleagues — host during onboarding weeks.
Customer notes and disposition coding — categorize accurately for downstream analytics.
Knowledge-base improvements — flag missing or outdated articles to the team lead.
Wrap-up time and call-handle metrics — meet without compromising customer experience.

Program Details

Detailed information about this program

No detailed information available.

Requirements

What you need to earn this credential

No requirements listed.

Financial Aid

Eligible funding programs

No funding information available.

Scholarships

No scholarships listed.