3 Perks for Working in Customer Service

Note: This article is by Chad Kaczmarek, who talks about the benefits of working in customer service.

Everyone who has met me in person knows that I like to talk, and it is probably the trait that helped me attract the attention of my company, Edgent, for nine years. The company owners thought that my social personality and ability to communicate with people would make me suitable for a customer service job at a startup software company.

I had a marketing degree and had never worked in technology, but I soon realized I didn't want to spend my days sitting at a desk using a computer. Despite this, I had faith in my ability to make a good decision, and after nine years, I could avoid the things that had been worrying me. Over time, I also developed into an expert in my company's software products and was able to articulate their benefits to clients.

For me, customer service was the opportunity for a rewarding career in a field I never expected to work in, and I am not the only one in this situation. My company has a policy of promoting its employees from the customer service department to higher positions in its internal departments.

Many of my colleagues started their careers in the customer service department and were promoted over time to work in fun departments that fit their interests, such as product development, quality assurance, marketing, management, and more.

3 perks for working in the customer service department

Today, when I remember my experience working as an employee in the customer service department, I realize that this job uniquely helps to give new employees the knowledge and skills that help them succeed in their company because of the following benefits:

1. This job forces you to learn a lot of things in a short period of time

Edgent encourages its employees to become essential contributors by solving problems independently. I am aware of this because, ever since I started working in the customer service department, I have had to deal with various new situations while attempting to assist users in resolving their issues.

Users who reached out to me by phone were often frustrated or feeling pressured by the urgency of a senior in their company, meaning that they needed someone to empathize with them and help them find a solution to their problems immediately because these problems can significantly affect their company's profits. My company believed in my ability to solve problems and provide the support that users needed.

2. You learn how to communicate with internal departments and customers

I remember, when I first started working at Edgeant, that I was confused by the massive number of technical terms and technical abbreviations used. I felt that my colleagues spoke Latin. It wasn't long before I realized that not knowing these terms offered me an advantage in my work in the customer service department.

I realized that I was dealing with these concepts from a customer’s perspective, and more experienced employees may not realize that they are using confusing terms because they have become familiar with them.

When I became an expert in our company's products, I could clarify these concepts for customers, and I understood how to explain and prove our main products' benefits and advantages in a logical way to new users. In the end, this helped me gain the flexibility required to do several jobs in the company, whether as a sales employee, data officer, or program manager.

3. You discover abilities you didn't think you had

I compare customer service to team members who specialize in providing support in baseball. New employees who are just starting have a lot of talent and new energy, but they may need a little guidance to figure out how to help them demonstrate these talents. Since they have the opportunity to take a direct look at the problems that users face, customer service employees often have the most unique ideas about how to develop products.

In our organization, we firmly believe that the best ideas do not always come from the most seasoned workers and that a person's career advancement opportunities are limitless once they comprehend how things work.

All of my current colleagues who have worked at the company since I started have risen to senior positions, while those who have moved to another company have gained experience that has made them highly valued in the labor market.

In conclusion

What makes me most happy in my job today is providing coaching and mentoring to new employees. I am willing to spend time with anyone, discuss any problem they face, or make a plan for their future career, and I don't think there is a better job than customer service to help employees discover their talents and how they can do their job in a way that helps the company's mission.