Customer Service and Information Clerk

Program Objective

The objective of this program is to provide the student with opportunities to acquire and apply the knowledge of customer service & information skills to meet the demands of today’s business.

Program Notes

• Tuition fees include all materials and student manuals.
• Financial assistance may be available to qualified students.
• Graduation requirements:
• Students must achieve a 75% average to obtain a diploma.

Customer Service and Information Clerk Career Opportunities

Careers which correspond to the skills learned include:

• Library Clerk
• Courtesy Receptionist
• Complaint, Inquiries, or Information Clerk
• Order and Payment Clerk
• Customer Service Representative

Duties & Responsibilities

• Respond to telephone and in-person complaints and inquires.
• Provide information regarding an organization’s goods, services and policies.
• Enter orders, verify shipment and send out invoices.
• Trace orders from intake to shipment and troubleshoot delays and problems.
• Receive payments and process information required for the provision of services.

Personal Attributes Required

• Good verbal skills
• Functional reading skills
• A warm and friendly personality
• A pleasant telephone manner

Admission Requirements

• Courses are open to any applicant who possesses a good command of the English language and is able to follow instructions.
• An admissions interview will be administered to determine if the applicant has the required interest, motivation, and entry-level skills to take this program.
• Full-time students must attend the required hours per week as per the course schedule and may do so at times convenient to them.
• Part-time students may set their own schedules to a minimum of two training sessions per week. These times may be scheduled during the day, evenings, or on weekends.

Competencies upon Completion

CORE COURSES*

• KEYBOARDING

Minimum 25 words per minute

• BASIC COMPUTER CONCEPTS

Introduction to Personal Computers

• OPERATING SYSTEMS

Basic level of proficiency in a Windows operating system

• SOFTWARE FUNDAMENTALS

Basic level proficiency using the Internet, Microsoft Outlook, and Microsoft Access

Intermediate level of proficiency in Microsoft Word and Microsoft Excel

• EMPLOYABILITY SKILLS

Job Search and Résumé Writing

• OFFICE SKILLS

Completion of Office Procedures Level 1, Customer Service, Business Math, Grammar Essentials for Business Writing, and Telephone Communication Skills

• COMPULSORY NON-CREDIT ACTIVITIES

Customer Service Practical Simulation

ELECTIVE COURSES*

Students must complete a maximum of 2 credits from the following:

• BUSINESS SKILLS
• HELP DESK & CALL CENTRE SKILLS
• WORD PROCESSING
• SPREADSHEETS
• OFFICE SKILLS

*Note: Actual course selections may vary by campus and are made at the time of enrollment.