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Juergen Kneifel leads the Technical Customer Service program at Everett Community College, which was created due to high demand for specialized phone and computer-based customer service skills in the Pacific Northwest. The program was designed in collaboration with companies like Comcast, Frontier Communications, and Puget Sound Energy to ensure students are trained with the required skills for these job openings. Companies are seeking individuals who can effectively address customer needs over the phone and through computer systems, making this role unique and in high demand.