Customer Service and Retail
NCLR Customer Service and Retail Program
||The NCLR Customer Service and Retail Initiative was launched in 2006 with support from The Home Depot to train bilingual Latinos as customer service representatives. This industry is one of the largest employers of the Hispanic population, with 15% of customer service representatives and 14% of retail workers being Latino according to the Bureau of Labor statistics. However, these workers are often employed at the bottom rung of the career ladder, with limited growth and opportunities for upward mobility. This initiative aims to provide standardized, certified education and training to Hispanics who are interested in working in the customer service and retail industry so they can earn higher wages and be economically self-sufficient.|
Through NCLR’s partnership with the National Retail Federation Foundation (NRFF), NCLR Affiliates have been trained and certified to offer NRFF’s curriculum focusing on customer service, marketing, and other advanced opportunities within the customer service and retail sector. Upon successfully completing each NRFF training level, participants are eligible to test for an industry-recognized certificate and advance to higher-level trainings and higher-wage jobs.
With funding from the Walmart Foundation, NCLR currently funds four Affiliates across the country to implement this initiative while utilizing the NRFF curriculum. Besides education and training, participants have access to lifelong case management and support services that significantly increase job retention.
The video below highlights a customer service training program that was implemented by Association House of Chicago in Chicago, Illinois, between 2010 and 2012.
NCLR Affiliates funded in 2012 under this initiative that implemented customer service and retail industry job training programs were:
NCLR past grantee sites in customer service (2010–2012) include: