Economic Development

Technical Certificate of Credit

Customer Service

The Certified Customer Service Specialist (CCSS) program provides training in the core interpersonal and technical skills required to deliver exceptional customer service in a broad range of customer contact jobs. Many customer service inquiries involve simple questions or requests. Some customer inquiries are complaints, which generally must be handled in accordance with strict company policies. Some customer services representatives may provide information that helps customers to make purchasing decisions. Customer service representatives use computers, telephones, and other technology extensively in their work.

Most customer service representative jobs require a high school diploma. However, because employers are demanding a more skilled workforce, some customer service jobs now require associate or bachelor’s degrees. High school and college level courses in computers, English, or business are helpful in preparing for a job in customer service.

Customer service representatives held about 2.3 million jobs in 2008, ranking among the largest occupations. They can be found in almost every industry, although about 23 percent worked in the finance and insurance industry. Another 15 percent worked in the administrative and support services industry, which includes third party telephone call centers.

Prospects for obtaining a job in this field are expected to be good, with more job openings than job seekers. In particular, bilingual job seekers should enjoy excellent opportunities. Customer service representatives are especially prevalent in the finance and insurance industry, as many customer interactions do not require physical contact. Employment of customer service representatives in this industry is expected to increase 9 percent over the 2008-18 period. Rapid job growth, coupled with a large number of workers who leave the occupation each year, should make finding a job as a customer service representative relatively easy.

Source: Technical College System of Georgia – Knowledge Management System

Manufacturing Specialist

The Certified Manufacturing Specialist Technical Certificate of Credit prepares students for entry level employment in a manufacturing environment. Topics include organization principles, workplace skills, manufacturing production, automated manufacturing skills, and representative manufacturing skills.

The certified manufacturing specialist is an entry level position that allows graduates, through time and experience, gain the knowledge and skills to advance in the manufacturing industry. These technicians would primarily assist experienced workers in an apprenticeship-type position. Additional education and training would be recommended or required for entry level personnel to move forward in this career option.

Although it may be possible to qualify for certain manufacturing or engineering technician jobs without formal training, most employers prefer to hire someone with at least a two-year associate degree in engineering technology. Persons with college courses in science, engineering, and mathematics may qualify for some positions, but may need additional specialized training and experience. Although employers usually do not require engineering technicians to be certified, such certification may provide job seekers a competitive advantage.

Industrial and manufacturing engineering technicians are expected to have 10% employment growth through 2016, about as fast as the average for all occupations. As firms continue to seek new means of reducing costs and increasing productivity, demand for industrial engineering technicians to analyze and improve production processes should increase. This should lead to some job growth even in manufacturing industries with slowly growing or declining employment.

Source: Technical College System of Georgia – Knowledge Management System

Team Supervisor

The purpose of this program is to prepare the newly, or soon-to-be, promoted supervisor with skills required to manage the work of employees ,including all aspects of managerial functions including hiring, training, communicating, planning, coaching, mentoring, motivating, corrective action measures, and performance appraisals/evaluations.

Supervisors lead people and especially teams of people to accomplish stated business goals. Leadership is a key element of the program and other principles such as problem solving, decision-making, and performance evaluation are important elements of any supervisory position. Supervisors typically have a certificate or associate degree although the more advanced supervisory position in an organization, the higher education credential is required.

Supervisory positions in all organizations continue to be important for the overall success of business and industry. This program focuses on the basic supervisory principles that are applicable to all manufacturing and service industries. Graduates are prepared for entry-level supervisory positions involving the supervision of team members and essential organizational skills such as hiring, coaching, teamwork, and decision-making.

Job prospects are good and constant. Although organizations typically change according to functions and changes in technology and processes, supervisory positions are always needed.

Source: Technical College System of Georgia – Knowledge Management System

Warehousing and Distribution

The Certified Warehousing and Distribution Specialist Technical Certificate of Credit provides instruction that will allow graduates to function safely and effectively in the warehouse environment. Topics include workforce skills, warehousing and distribution processes, technology skills, and representative warehousing skills.

Warehouse and distribution workers manage and coordinate all logistical functions in an enterprise, ranging from acquisitions to receiving and handling, through internal allocation of resources to operations units, to the handling and delivery of output. Main responsibilities include purchasing, inventory control, storage and handling, just-in-time manufacturing, logistics planning, shipping and delivery management, transportation, quality control, resource estimation and allocation, and budgeting.

Employment requirements of shipping, receiving, and traffic clerks are expected to change slightly during the next few years as more automated facilities are built. As companies increasingly use computers and high-technology scanners to store and retrieve shipping and receiving records, technical training will change to accommodate those industry standard technologies. Methods of handling materials have changed significantly in recent years. Large warehouses increasingly are becoming automated.

Source: Technical College System of Georgia – Knowledge Management System