![Customer Service Representative Job Description [With Examples]](https://thumbor.forbes.com/thumbor/fit-in/900x510/https://www.forbes.com/advisor/wp-content/uploads/2022/03/Image_-_Customer_service_rep_.jpeg.jpg)
Customer service representatives are critically important to meeting your business goals and objectives, as well as ensuring the customers have a positive experience with your company. Customer service representatives listen to customer concerns, answer customer questions and provide information about the company’s products and services. In some cases, customer service representatives may also take orders and set up new customer accounts. Given their prominent customer-facing role in the company, it is important to have a job description carefully tailored to attract candidates who have the necessary skills.
What Is the Role of a Customer Service Representative?
The primary role of the customer service representative is to interact with customers to address their concerns, answer their questions and assist them with their needs. A customer service representative will often answer customer phone calls and emails, responding to customers’ questions and concerns.
Featured Partners
1
BambooHR
Yes
Yes
ATS
2
Pinpoint ATS
Yes
Yes
24/7 customer support, easy-to-use interface, fast and flexible workflows, hundreds of integrations
3
ClearCompany
Yes
Yes
Employee engagement
How To Write a Customer Service Representative Job Description
A customer service representative job description should include all relevant information about the position, from its required qualifications and preferred skills to its duties, and what your business offers its employees. Since not all customer service representative jobs are the same, not all customer service representative job descriptions should be the same either. To receive the most qualified candidates for your position, it’s important to create a job description that accurately reflects what you’re looking for and accurately depicts what the role entails.
Here’s how to write a customer service representative job description and what to include in yours.
Job Brief
Many job descriptions include a job brief that provides a short overview of the company and the position. You can also provide important information about whether the position will be performed in person or remotely, and any information about the industry that is pertinent to the candidates’ qualifications.
Responsibilities
Your customer service representative job description should include a list of the key responsibilities, many of which are similar from job to job. But because each company operates a little differently, you will also want to include those responsibilities that may be unique to customer service representative duties at your company.
For instance, if customer service representatives are required to provide a daily call log, you should note that in your job description. If customer service representatives also communicate with other departments such as sales, marketing and quality assurance, you should include those responsibilities in your job description.
In addition to responsibilities that are unique to your company, the following are some of the more common responsibilities for customer service representatives:
- Listen to customers’ concerns, issues and questions
- Resolve customers’ concerns and answer customers’ questions to your best ability
- Maintain a positive attitude and calmly respond to customers’ complaints
- Open new customer accounts
- Attract customers by promoting the product and company positively, answering questions and addressing concerns as they arise
- Recommend possible products to meet the customers’ needs
- Refer issues and questions to managers if necessary
- Prepare product and customer reports by gathering data collected during customer interactions
Skills and Qualifications
Some of the key skills for a customer service representative are:
- Personable and attentive
- Strong interpersonal skills
- Strong verbal communicator
- Familiar with the software used to connect with customers and gather their information
- Knowledge of applicable products and markets
Additional Information To Include in a Job Description
Because salaries and benefits for customer service representatives can vary, it is helpful to include this information in your job description so that candidates aren’t surprised. In fact, if you have employees in Colorado or are filling a remote position that may have Colorado applicants, you may be required to include salary information. Finally, don’t forget to include an equal employment opportunity information or other information as required by law.
Customer Service Representative Job Description Examples
In this section, we share examples of customer service representative job descriptions found on Indeed from various industries to help you craft your own. The first job description is a good example of the typical skills and responsibilities of a customer service representative. The second job description provides a detailed job brief, including salary and typical working hours. And the third example is a “less is more” example of a brief list of common skills and responsibilities.
Example 1. Customer Service Representative at Insurance Company
The Ideal Candidate:
- Bilingual Spanish/English – Helpful
- Experience in Customer Service Field, Call Center, or Collections
- Clerical or Data Entry Experience
- Ability to Multi-Task and work in a fast-paced, call center environment
- Proficiency working on a computer
- Confident with Phone Inquiries
- Great Communication Skills
- A Responsible and conscientious nature
- Great Problem-solving aptitude
- Attention to Detail and Excellent Quality
Job Responsibilities:
- Help customers with their insurance claims needs
- Report new claims
- Answer and Respond to telephone inquiries
- Handle and gather confidential information
- Data Entry to company software systems
This is an excellent example of a succinct job description that provides pertinent information regarding skills and responsibilities. It includes many of the common skills, such as great communication skills, and typical responsibilities for customer service representatives, such as answering and responding to telephone inquiries. Moreover, because the employer is an insurance company, the job description specifies that the customer service representative will also help customers with their insurance claims and report new claims.
Example 2. Customer Service Representative at Oakley Signs & Graphics
Job Description
Oakley Signs & Graphics is expanding and our Des Plaines, IL location is seeking a Customer Service Representative to join our team effective immediately!
The position requires working 7:00 A.M. – 4:00 P.M., Monday – Friday.
The Customer Service Team puts a human face on all of Oakley’s customer touchpoints. You’ll be on the phone, managing email and chat, assisting customers with product and order status questions – as well as being a point-of-contact to resolve the occasional mistake. You’ll get to know our product line and become an expert at advising customers. You’re going to be completely empowered to WOW our customers.
We’ll give you the training and tools to perform in a fast-paced, multitasking environment. If you’re a star at your job you will have respect, admiration, excellent compensation, and an opportunity to grow. The starting rate for a Customer Service Team member is $17.00/hr ($35,000 per year). We also offer insurance benefits, incentive compensation, and a 401k.
This is a great example of a job brief. It includes an overview description of the company, the position and responsibilities, along with salary and working hours.
Featured Partners
1
BambooHR
Yes
Yes
ATS
2
Pinpoint ATS
Yes
Yes
24/7 customer support, easy-to-use interface, fast and flexible workflows, hundreds of integrations
3
ClearCompany
Yes
Yes
Employee engagement
Example 3. Customer Service Representative at a Lighting Company
Duties:
- Work with our customers and senior sales rep to answer questions and provide accurate information about our products
- Schedule and plan meetings
- Making and receiving calls
- Process and follow up on sales orders
- Assist managers in the distribution of reports
- Maintain a high level of professionalism
Require Skills:
- Willingness to achieve goals and self-improvement
- Strong communication skills
- Able to collaborate with team
- Ability to prioritize and multitask
- Knowledge of Office programs will be preferred
- Knowledge of QuickBooks is a plus
This example stands out as a typical customer service job description. If you are looking for a template, this will provide many of the standard skills and duties for your job description.
Frequently Asked Questions
What is the difference between a customer service rep and an administrative assistant?
An administrative assistant works within the company on administrative tasks, such as completing reports and scheduling, whereas a customer service representative interfaces with the company’s customers.
What is the role of a retail customer service representative?
A retail customer service representative interfaces with customers, most often in connection with order fulfillment or product returns.
How much does the average customer service representative make an hour?
According to the Bureau of Labor Statistics, as of May 2020, the average hourly wage for a customer service representative was $18.51 per hour. Data from Indeed, however, indicates that the average hourly wage is $17 per hour.
