Business Office Technology: Customer Service Specialist Certificate (CSSS-CC-BOT)

DRAFT CT State Community College Catalog 2023-2024 New students enrolling for the first time in Fall 2023 will begin as students of Connecticut State Community College under this draft catalog.  Continuing students from one of the 12 community colleges will be transitioned into a CT State program in this draft catalog as of the start of the Fall 2023 term. This catalog is a draft to be finalized in the Spring of 2023. The policies, courses and programs described are not applicable until the Fall 2023 term and may be updated as circumstances require.

This program prepares students for entry-level customer service representative positions. It provides training in technological and soft skills required for excellence in customer service satisfaction.

Learning Outcomes:

Upon successful completion of all Office Support Specialist certificate program requirements, graduates will:

• Key and format business documents and demonstrate proofreading skills.
• Demonstrate technical proficiency in office applications software including: word processing, personal information management, spreadsheet, database management, presentation, speech recognition, and webconferencing tools.
• Be able to resolve customer-focused problems in a timely fashion.
• Exhibit verbal, non-verbal and written communication skills.
• Demonstrate effective use of soft skills including: professionalism, adaptability to change, initiative, confidentiality, positive attitude and human-relations and creativity.
• Practice ethical behavior and incorporate the principles of honesty and integrity.
• Apply critical-thinking strategies and effective decision-making techniques to solve problems.
• Demonstrate self-management skills, including time management and organization.
• Contribute as a productive team member in a culturally and intellectually diverse global environment.