There is a massive and growing need for skilled workers in the customer service field in Michigan. In fact, it’s estimated that over the next six years, it will be the sixth largest occupation in the state, with more than 12,000 job openings and not enough people to fill them.

So, if you’re an employer looking to fill one of those jobs, how do you find that talent? And, if you’re a job seeker applying for one of those jobs, how do you prove you have the needed skills?

One answer is a new program that is certifying workers in this in-demand field. Last fall, Henry Ford College launched its Customer Service Professional Certificate Achievement program. The idea came out of a customer service collaborative talent development project made up of Detroit-area businesses, including Ford Motor Co., Henry Ford Health System, and DTE Energy, which hosts the effort. The business leaders are part of an even bigger, national project – being run by the U.S. Chamber of Commerce Foundation – called Talent Finance.

Deborah Majeski, manager of workforce development, DTE Energy (Photo: DTE Energy)

Deborah Majeski is DTE’s manager of workforce development. "Customer service jobs significantly impact the success of a company and the customers it serves," says explains. During the pandemic, industry and community leaders in the collaborative signaled there wouldn't be enough workers to fill thousands of these key frontline jobs over the coming years.

And, depending on the company, that job could have any number of titles "...from customer resolution specialists, contract center advocates, clinic service representatives, customer service representatives, sales, product support, and account receivables," Majeski adds.

What these jobs all have in common is a certain skill set – an active listener, a problem solver, and a great communicator who likes working with the public. While customer service is an important, albeit entry-level job at most companies, the employers in the collaborative are also looking for long-term employees. "The focus of the project is to build a workforce of qualified talent who value their role, provide outstanding customer service, and remain with the company," Majeski tells WorkingNation.

That's where the training program comes in.

Certificate Program Designed to Fill In-Demand Jobs

The Customer Service Professional certificate was developed in consultation with the businesses in the collaborative and may be used as a building block towards earning an Associate in Business degree, explains the Henry Ford college.

The 16-week certificate program requires students to take six core courses that emphasize oral and written skills, workplace skills, along with basic computer skills. Upon completion, students would be able to write effective business communications, demonstrate non-verbal and verbal skills in a business environment, show organizational skills, and practice proper business etiquette.

Students who successfully finish the program would qualify to test for the National Retail Federation (NRF) Foundation’s Professional Certification in Customer Service, a nationally recognized skill standards and certification exam.

Rethinking the Public-Private Approach to Financing Workforce Talent

Business and community leaders identified the workforce need. Working with a local college, they were able to build a talent pipeline. They next key step is eliminating financial barriers to the education, training and upskilling in order to make certain everyone has access to opportunities in the changing workforce.

"Currently, the identified funding resources are financial aid, Michigan Works, and Detroit Promise tuition support for eligible students," explains Majeski.

In a white paper released in September of 2020, the U.S. Chamber of Commerce Foundation and its partners called for a rethinking of the public-private approach to financing workforce talent.