Tina Bradfield
Customer Sales Department Representative
Cellular One of East Central Illinois

Padriac Lowery
Customer Service Representative
Cellular One of East Central Illinois

HISTORY
Both Tina and Padriac have each spent 2.5 years with Cellular One and both trained in customer service in various positions in retail and restaurant management. Padriac also gained experience at Walgreen’s Accounting.

KEY SKILLS AND CHARACTERISTICS FOR ULTIMATE JOB PERFORMANCE
Verbal and sometimes written communication skills, being a good listener, critical thinking and problem-solving skills. A patient nature is a must and experience is the best teacher.

REWARDS OF THE JOB
Tina – “Every day is different because every situation you handle is different.” Both agree the most rewarding aspect of the career is a satisfied customer. Tina says, “It feels good to go above and beyond and feel their appreciation.”

Padriac – “It is really satisfying to be able to help someone and feel you’ve made a positive difference in their day. I look forward to coming to work every day.”

ADVICE FOR BEING SUCCESSFUL
Tina - “Be willing to put yourself in the customer’s position. Do the very best you can and always be pleasant. Not all situations get resolved 100% the way the customer wants, but always do your best.”

Padriac – “In customer service work you deal with all kinds of people, so retail is a great training ground to build this experience. In reality, it takes a bit of customer service skills to do any job. It’s a great area for career advancement.”

JUST THE FACTS
Bureau of Labor Statistics

• Customer Service Representatives held about 2.3 million jobs in 2008, ranking among the largest occupations.

• Most companies require at least a high school diploma and will provide job training; more technical subjects can require an Associates or Bachelor’s Degree

• Employment is projected to grow by about 18% over the 2008-2018 period, faster than average for all occupations and job prospects should be good.

• Nature of work – valuable link between customers and the companies who produce the products they buy and the services they use. CSR work can be done by telephone, email, fax, post or face-to-face.

• Some new areas of growth in CSR work include on-line banking assistance.

Related Occupations include:
> Bill and account collectors
> Computer support specialists
> Insurance sales agents
> Retail salespersons
> Securities, commodities and financial service sales agents
> Tellers

Workforce Cluster Employers in Vermilion County with Customer Service Positions include:
Carle Physician Group
Cellular One of East Central Illinois
Central States Distribution
Dawson Logistics
Envirox LLC
Genpact
Greenwood, Inc.
Iroquois Federal
The Sygma Network
Viscofan

Training Available through Danville Area Community College
BMGT 103 Customer Service Class – 3 credit hours
CULA 445 Customer Service – 3 credit hours
Customized training through DACC-Corporate & Community Education Center

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