Introduction

Creating a job description to advertise a new vacancy requires research, speaking to managers and more. If you have never created a job posting before you may get lost in the process.

That's why Process Street has created this Customer Service Representative Job Description Template, to help you create your customer service representative job description.

Customer service representatives act as a liaison between a customer and the company. Customer questions are answered, complaints are resolved, emergency issues are addressed, and additional offers or products are sold.

Customer service helps to retain customers and extract value from them. By having an excellent customer service team, customer acquisition costs are recouped and a loyal customer base is cultivated.

Having a good customer service team ultimately keeps your customers happy. Happy customers are less sensitive to price changes, and more understanding when things go wrong. Happy customers therefore benefit your business.

To create an excellent customer service team, you need to hire the best candidates. Use this template to ensure you get the best customer service representative candidates applying!

Before you begin this template, take the time to consider the below skills which make a good customer service representative.

  1. Empathy
  2. Communication skills
  3. Product Knowledge
  4. Problem-solving skills
  5. Patience
  6. Positive attitude
  7. Positive language
  8. Listening skills
  9. A willingness to go the extra mile
  10. Personal responsibility
  11. Confidence
  12. Tenacity
  13. Authenticity
  14. Adaptability
  15. Desire to learn
  16. Professionalism
  17. Acting ability
  18. The ability to respond quickly
  19. Time management skills
  20. The ability to let it go

Preparation:

Record details

Record the details of your business that is hiring. Do this by using the form fields below.

Your job title may not be 'customer service representative' word for word. You can alter the job title to suit your unique position.

Gather job information

You will need to find out information regarding the customer service representative job role. You will have to speak to the current manager of the relevant department and gather the information you need to post the job. Use the sub-checklist and form fields below to record everything you need.

  • 1
    Location of the job
  • 2
    Salary and benefits included
  • 3
    Examples of projects they will carry out
  • 4
    A summary of the job

Read an example job description

Have a look at the below customer service representative job description example. This will give you a rough idea of what you are aiming to create.

Customer Service Job Description

Requirements:

  • Highly developed sense of integrity and commitment to customer satisfaction.
  • Demonstrated passion for excellence with respect to treating and caring for
    customers.
  • Ability to communicate clearly and professionally, both verbally and in writing.
  • Has "thick skin" and is able to handle complaints and unpleasant customers.
  • Has a pleasant, patient and friendly attitude.
  • Strong decision making and analytical abilities.
  • Strong detail orientation and communication/listening skills.
  • Willingness to work a flexible schedule and occasional overtime when needed.
  • Possess a strong work ethic and team player mentality.
  • 1+ years of experience in a customer service or help desk capacity required.
  • Some experience with multiline telephones, online ticketing systems, and personal computers is helpful.
  • Knowledge of technical support issues related to Internet connectivity and PC troubleshooting experience a plus.
  • Experience with Internet Explorer, Microsoft Office, and Adobe Photoshop preferred.

Responsibilities

  • Professionally handle incoming requests from customers and ensure that issues
    are resolved both promptly and thoroughly.
  • Thoroughly and efficiently gather customer information, access and fulfill
    customer needs, educate the customer where applicable to prevent the need for
    future contacts and document interactions through contact tracking.
  • Provide quality service and support in a variety of areas including, but not limited
    to: billing, placing print orders, and system troubleshooting.
  • Troubleshoot customer issues over the phone.
  • Use automated information systems to analyze the customer’s situation.
  • Maintain a balance between company policy and customer benefit in decision
    making.
  • Handles issues in the best interest of both customer and company.
  • Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
  • Responsible for compiling and generating reports as they relate to customer
    service surveys.
  • The customer service representative will provide information to customers in response to
    inquiries about products and services, in addition to assisting individuals interested in opening accounts.
  • The representative will receive, review and process orders for printed marketing
    materials.
  • The representative will also explain how to use account features and solve customer
    application and Internet problems.
  • The customer service representative will receive, document and resolve customer complaints. 

Writing The Job Description:

Decide the position title

The first thing that catches a candidate's eye when they are job hunting is the job title. This will give them a rough idea of what the customer service representative position responsibilities will include and if they are able to fill it. Make sure that the title includes what the job will be, so in this case; a customer service representative role should include 'customer service representative' in the title.

Use the sub-checklist and form field below

  • 1
    Accurately describe nature of job
  • 2
    Is free of gender or age implications
  • 3
    It is self explanatory for recruitment purposes
  • 4
    It does not exaggerate importance of the role

Jot down responsibilities

The job description should contain a list of the duties and responsibilities associated with the customer service representative role. You can also include how long each task should take. The list of duties and responsibilities will vary in length, but as a rule, should be as short as possible, otherwise, the document becomes an operational manual, not a job description.

Responsibilities of a customer service representative include:

  1. Maintaining a positive, empathetic and professional attitude towards customers always

  2. Responding promptly to customer inquiries

  3. Communicating with customers through various channels

  4. Acknowledging products inside and out so that customer questions can be answered easily

  5. Keeping records of customer interactions, transactions, comments and complaints

  6. Providing feedback on the efficiency of the customer service process

  7. Ensure customer satisfaction and provide professional customer support

  8. Process orders, forms, applications, and requests

Required qualifications

Once a candidate clicks on the job description, they will need to know if they are able to qualify academically or with work experience. Jotting down the needed qualifications for the job will ensure the candidate is able to know if they are able to apply for the role.

Highlight hierarchy structure

Reporting lines clarify the responsibilities of the position by showing who the candidate reports to and who reports to them. This is important, not only in relation to compliance issues but also to give the candidate a look into the structure of the organization and how the position they are applying to fits into it.

You can detail how the candidate will fit in your companies hierarchical structure using the long-text form field below.

Include term of employment

The term of employment can be an important piece of information for candidates as they want to know if they will be hired on a short-term basis or long-term basis and if they will need to be looking for another job in the near future. 

Choose salary

Instead of assigning a particular salary to the position, work out a salary range to include in the job description that is competitive with similar positions in other organizations and allows for variations in education and experience. 

The average salary for a customer service representative in the US is $12.88 per hour.

Posting The Job Description:

Preparing for posting

Once you have the post written you will need to get it prepared for posting. Find out how many candidates minimum you need, when the posting will close and if there is any further important information you need.

More than half of all applicants apply to jobs early in the week.

Job description review

Job Description Review

Job title: {{form.Job_Title_Final}}

Job location: {{form.Job_Location}}

Projects: {{form.Projects_That_Will_be_Carried_Out}}

Job summary: {{form.Give_A_Summary_Of_The_Job}}

Job responsibilities: {{form.Responsibilities_Of_The_Job}}

Required qualifications: {{form.Qualifications_Required}}

Salary: {{form.Salary_And_Benefits}}

You can review your job description and approve if you are happy with it. This is a stop task, meaning you are unable to move forward with the job description template until you are happy with the job description and it has been approved.

  • 1
    Job description approval

Shorter job descriptions receive 8.4% more applicants per view.

Choose where to post your job description

Once your job description has been approved, the next step is to choose where you would like to post this job description. You can make a list for where this job description will be posted using the long text form field provided.

There are some good websites out there to list your job description on. Provided below are  some useful links to help you decide where to post your job description:

  1. Indeed

  2. careerbuilder

  3. dice.com

  4. glassdoor.co.uk

  5. Google For Jobs

  6. idealist

  7. LinkedIn

  8. linkup

  9. Monster

  10. US.jobs

  11. Specialty niche job sites

Post the job description

Finally, the last thing you have to do is post the customer service representative job description you have created and wait for those skilled candidates to start applying! 

Check our Human Resources Pre Employment Screening and learn how to screen candidates appropriately.  

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