Making One’s Own Opportunities

Finding a way into an admired organization

For many of us, there are companies on the market for whom we earnest want to work. We might identify with the image of the company, have heard about how wonderful they are as employers, or feel that being on their team would reflect well on us. These companies might be national brands or public services that evoke positive messages and reputation.

But trying to break into such concerns can be exasperating. While there might be several opportunities posted on job bulletin boards, having the right skills, previous experience, or connections might short-circuit us from the outset.

However, there is a near, sure-fire way to break into many organizations. Most of them have at least one area that is always tough for them to fill even though they do not require specialized skills. Some of these jobs are physically or mentally demanding or they might have odd hours. But if the company has a customer-facing element, then joining their telesales or call-handling operation can be one’s ticket in.

Call handling services tend to be mentally demanding. They require mental resilience and stamina as the callers can be tough, excited, or in some other ways emotional, and not always willing to understand. Because of this strain, many companies tend to burn through their customer service representatives. And that means that, while one might not have technical skills, if one can listen to others while carrying the company line, landing a customer representative job is an easier route.

Given the pressure that some call handlers have to endure, one has to ask oneself, can I endure such? It’s a valid concern. The overall objective of taking a job like this is to find a route into a company. While one might feel stretched, keeping in mind that such a job is a means to an end, helps one to bear the pressure.

But it also means that one has to do the job well. 

Being a customer representative requires one to have good interpersonal skills. One has to be able to listen attentively, even when the other party might be emotionally overwhelmed. Remaining cool under pressure is mandatory, more so if one has to act as a bridge between the company’s other departments. 

Representatives might also be expected to upsell, coaxing a customer to spend more; perhaps buying ancillary equipment, taking out a longer warranty, or purchasing a premium product or service. 

Doing such a job affords one the opportunity to learn about how a company works, network with other departments and management, and develop an account base. Being on the inside allows one to learn about the other opportunities within the company as well as the company’s procedures and policies. When combined with praise from colleagues, management, and customers, such can be used to make a move internally.

History is filled with stories about humble beginnings. While some, such as Andrew Carnegie, started out as a messenger, the path is a familiar one. In today’s world, while there are still messengers, call center representatives are the modern equivalent to such a path, especially as more businesses use the internet and have a more dispersed workforce, working remotely.

Being customer-facing is not the same in every company. Some companies might have call centers, others might have service desks. Some might send out people to meet customers at their offices, or might provide help centers on large campuses. What all these jobs have in common though are the key interpersonal skills to deal with the public and be the ambassador for the company that one admires.

Applying for a customer service rep position requires that one emphasize interpersonal skills. In writing a cover letter when enquiring about a job, one needs to get across:

• Having patience and the ability to listen
• Willingness to serve others, see that they are happy and satisfied
• Being motivated and resourceful
• Adaptability and flexibility.  

One paints this picture by relating previous experiences that demonstrate other situations where one has used such skills. And this does not have to be work-related. It might be that one participated in something in school, or assisted a community event. One might draw upon events related to family and/or friends where one also had to demonstrate grace under pressure.

Being resourceful is also demonstrated by the way one goes about chasing one’s dreams. Here, simply explaining how one wanted to work at the chosen company and figured the best way in would be as a customer representative, demonstrates motivation, the ability to solve problems, as well as, commitment to one’s goals.

Being a part of something bigger than oneself is empowering. One goes from feeling insignificant and alone to being part of a team delivering a product or service that the community wants, needs, and likely also respects. Finding a way to join that team, while it might be grueling, at the end of the day still gets one on the team. And being on the team is better than being a spectator.