Customer Service Representative

Winter 2019

Enrollment:

Fall, Winter, Spring, Summer

Degrees and Certificates

Program Website:

View the program website

Tuition and Fees

http://www.ccs.spokane.edu/TuitionFees

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

  1. Use positive human relations skills to successfully deal directly with customers personally or by telephone.
  2. Appreciate the importance of customer service and its direct relationship to the success of a company.
  3. Perform a variety of routine clerical duties which may include making photocopies and sorting mail.
  4. Use current office equipment and office-related software.
  5. Demonstrate proficiency in Microsoft Word (expert level) and at the specialist level of Access, Excel, PowerPoint, and Outlook.
  6. 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   105Basic Grammar for Business II 5
BT   106Computing Essentials 5
BT   152College and Career Strategies 3
CATT 102Introduction to Outlook 2.5
15.5

Second Quarter

BT   127Human Relations and Professional Development 3
BT   196Skillbuilding 1
BUS  103Basic Business Math and Electronic Calculators 5
CATT 190Introduction to PowerPoint 2.5
MMGT 223Customer Service 3
14.5

Third Quarter

BT   272Business Correspondence 15
CATT 120Microsoft Word I 22.5
CATT 121Microsoft Word II 22.5
CATT 138Microsoft Excel I 32.5
CATT 139Microsoft Excel II 32.5
15

Fourth Quarter

ACCT 151College Accounting I 45
BT   231Office Procedures 5
BUS& 101Intro to Business 5
15

Fifth Quarter

BT   206Electronic Records Management 53
BUS  280Human Relations in Business 65
CATT 122Microsoft Access I 52.5
Electives 5
15.5

Sixth Quarter

BT   160Job Preparation Techniques 3
BT   260Administrative Office Management 5
BT   285Administrative Professional Internship 2
Electives 5
15
90.5 credits are required for the AAS

Electives 

ACCT 141QuickBooks 5
BT   251Current Trends in Technology 5
BT   273Business Research and Report Writing 5
BT   274Business Writing for the Web 5
CATT 128Desktop Publishing 5
CATT 191Advanced PowerPoint 2.5
CATT 220Advanced Microsoft Word I 2.5
CATT 221Advanced Microsoft Word II 2.5
CATT 222Advanced Microsoft Access I 2.5
CATT 223Advanced Microsoft Access II 2.5
CATT 238Advanced Microsoft Excel I 2.5
CATT 239Advanced Microsoft Excel II 2.5
CATT 241Microsoft Project 2.5
CATT 242Advanced Microsoft Project 2.5
CMST 127Leadership Development 3-5
CMST&210Interpersonal Communication 5
CMST 287Business and Professional Communication 3-5
ECON 100Fundamentals of Economics 5
MMGT 125Social Media Marketing 5
MMGT 212Retailing 5
1BT 272 may be substituted with BT 274.
2CATT 120 and CATT 121 may be substituted with BT 165.
3CATT 138 and CATT 139 may be substituted with BT 204.
4ACCT 151 may be substituted with ACCT& 201.
5CATT 122 and BT 206 may be substituted with BT 205.
6BUS 280 may be substituted with CMST& 210.

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.