Customer Service Representative
Winter 2019
Start
Fall, Winter, Spring, Summer
Additional Costs
Books | $3000 |
Supplies and Equipment | $50 |
* Estimated cost of books and supplies for length of program excluding prerequisites. |
Program Description
The Customer Service degree is a two-year professional program. The Customer Service Representative program provides the business background and human relations skills needed to work successfully with clients and customers. Students may participate in online or on-ground classes. This degree prepares students for jobs as customer service representatives. An associate degree in customer service introduces students to techniques used to deliver quality customer service care. Students develop their communication, marketing, personnel supervision, and customer relations skills. Subjects taught during a customer service training program are a combination of business and customer service specific courses. These individuals are the face of the company and are the ones who deal with customers in a friendly and courteous manner. Customer service professionals are required to interact with customers before, during, and after the sale has been made as well. Customer service training program graduates will also have a better chance of reaching the supervisory or management levels in this field.
College credit toward degree completion may be earned by articulating from a high school business program, by prior learning assessment, or by completing comprehensive tests administered by the Business Technology Department.
In order to earn a Customer Service Representative AAS degree, a student must maintain a 2.0 GPA in all individual courses.
Program Learning Outcomes
- Use positive human relations skills to successfully deal directly with customers personally or by telephone.
- Appreciate the importance of customer service and its direct relationship to the success of a company.
- Perform a variety of routine clerical duties which may include making photocopies and sorting mail.
- Use current office equipment and office-related software.
- Demonstrate proficiency in Microsoft Word (expert level) and at the specialist level of Access, Excel, PowerPoint, and Outlook.
- Apply knowledge of grammar and punctuation skills.
College credit toward certificate/degree completion may be earned by articulating from a high school business program or by completing comprehensive tests administered by the business technology department.
Career Opportunities
Jobs for customer service representatives exist in practically all kinds of establishments. Employment possibilities are in the areas of airline reservations, collection agencies, credit bureaus, major department stores, medical insurance, public utilities, telephone answering services and travel agencies.
POTENTIAL POSITIONS INCLUDE: information and record clerks; financial clerks; insurance sales agents; securities, commodities, and financial services sales agents; retail salespersons.
AAS - SCC
Offered at Locations: Online Learning, SCC - Colville Center, SCC - Inchelium Center, SCC - Newport Center, SCC - Republic Center, Spokane Community College |
First Quarter |
BT 105 | Basic Grammar for Business II | 5 |
BT 106 | Computing Essentials | 5 |
BT 152 | College and Career Strategies | 3 |
CATT 102 | Introduction to Outlook | 2.5 |
| 15.5 |
Second Quarter |
BT 127 | Human Relations and Professional Development | 3 |
BT 196 | Skillbuilding | 1 |
BUS 103 | Basic Business Math and Electronic Calculators | 5 |
CATT 190 | Introduction to PowerPoint | 2.5 |
MMGT 223 | Customer Service | 3 |
| 14.5 |
Third Quarter |
BT 272 | Business Correspondence 1 | 5 |
CATT 120 | Microsoft Word I 2 | 2.5 |
CATT 121 | Microsoft Word II 2 | 2.5 |
CATT 138 | Microsoft Excel I 3 | 2.5 |
CATT 139 | Microsoft Excel II 3 | 2.5 |
| 15 |
Fourth Quarter |
ACCT 151 | College Accounting I 4 | 5 |
BT 231 | Office Procedures | 5 |
BUS& 101 | Intro to Business | 5 |
| 15 |
Fifth Quarter |
BT 206 | Electronic Records Management 5 | 3 |
BUS 280 | Human Relations in Business 6 | 5 |
CATT 122 | Microsoft Access I 5 | 2.5 |
| Electives | 5 |
| 15.5 |
Sixth Quarter |
BT 160 | Job Preparation Techniques | 3 |
BT 260 | Administrative Office Management | 5 |
BT 285 | Administrative Professional Internship | 2 |
| Electives | 5 |
| 15 |
90.5 credits are required for the AAS |
|
Electives |
ACCT 141 | QuickBooks | 5 |
BT 251 | Current Trends in Technology | 5 |
BT 273 | Business Research and Report Writing | 5 |
BT 274 | Business Writing for the Web | 5 |
CATT 128 | Desktop Publishing | 5 |
CATT 191 | Advanced PowerPoint | 2.5 |
CATT 220 | Advanced Microsoft Word I | 2.5 |
CATT 221 | Advanced Microsoft Word II | 2.5 |
CATT 222 | Advanced Microsoft Access I | 2.5 |
CATT 223 | Advanced Microsoft Access II | 2.5 |
CATT 238 | Advanced Microsoft Excel I | 2.5 |
CATT 239 | Advanced Microsoft Excel II | 2.5 |
CATT 241 | Microsoft Project | 2.5 |
CATT 242 | Advanced Microsoft Project | 2.5 |
CMST 127 | Leadership Development | 3-5 |
CMST&210 | Interpersonal Communication | 5 |
CMST 287 | Business and Professional Communication | 3-5 |
ECON 100 | Fundamentals of Economics | 5 |
MMGT 125 | Social Media Marketing | 5 |
MMGT 212 | Retailing | 5 |
|
1 | BT 272 may be substituted with BT 274. |
2 | CATT 120 and CATT 121 may be substituted with BT 165. |
3 | CATT 138 and CATT 139 may be substituted with BT 204. |
4 | ACCT 151 may be substituted with ACCT& 201. |
5 | CATT 122 and BT 206 may be substituted with BT 205. |
6 | BUS 280 may be substituted with CMST& 210. |
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Disclaimer: The college cannot guarantee courses will be offered in the quarters indicated. During the period this guide is in circulation, there may be curriculum revisions and program changes. Students are responsible for consulting the appropriate academic unit or adviser for more current and specific information. the information in this guide is subject to change and does not constitute an agreement between the college and the student.