What does a Customer Service Consultant do?
Services consultants have direct contact with a company’s leads, customers, or users to provide support and customer service. They have interactions throughout all phases of the customer lifecycle from initial lead through the post-sale period and beyond. They provide education and information about products and services, including supplemental warranties and service plans. They answer questions and can assist with coordinating resolutions for any issues or challenges the customer may be experiencing. In addition to driving sales revenue, the objectives of this ongoing outreach are building brand awareness, fostering positive customer engagement, and developing long-term customer relationships.
Services consultants typically have a high school diploma, and commonly have a background in sales, administrative support, or customer service. They must have strong customer relations skills. Sales experience is helpful.
- Provide support for resolution of complex service issues requiring sales involvement.
- Serve as key contact for field staff in the assigned marketing divisions.
- Handle escalation of service issues internally, using appropriate guidelines.
- Assist with management and oversight of assigned clinical services to assure contract compliance.
- Maintain knowledge and expertise in all products (benefits and general funding knowledge), programs, services and enrollment activity.
- Gather user requirements, prepare detailed contract that outlines scope, and review with customer for design approval.
- Maintain accurate and timely updates within the project tracking, time tracking and client billing system.
- Provide time limited case management for members needing coordination of benefits and services.
- Analyze and identify problems, research and collect data, prepare business proposals, manage projects and programs.
- Proactively identify service issue trends and internal procedures that adversely affect customer satisfaction.
- Participate in role-related work groups, special projects, and sharing of best practices.
- Associate's or Bachelor's Degree in business administration or computer science.
- Comfortable working with complicated spreadsheets.
- Negotiation and leadership strengths.
- Consulting background is helpful.
Customer Service Consultant Salaries
Average Base Pay
Customer Service Consultant Career Path
Learn how to become a Customer Service Consultant, what skills and education you need to succeed, and what level of pay to expect at each step on your career path.
Average Years of Experience
Customer Service Consultant Insights
“Decent pay at the time at 7.50 which was above minimum wage for someone <21”
“There is no leniency when it comes to adherence so it is difficult to keep a work life balance working here at Progressive.”
“Always busy and and less opportunity to grow your career.”
“If you like your weekends and bank holidays free this isn’t a role for you.”
“Nice people work was repetitive”
“Good work and life balance”
“Civil service pay not great.”
“Challenging at moments but you get a nice sense of accomplishment at the end of the day.”
Customer Service Consultant Interviews
Frequently asked questions about the role and responsibilities of a Customer Service Consultant
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