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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.
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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.
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.
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
- 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
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.
Example 3. Customer Service Representative at a Lighting Company
- 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
- 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.
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents. Follow communication procedures, guidelines and policies. Take the extra mile to engage customers.How to write job description for customer service representative in resume? ›
- Maintain customer accounts and record account information.
- Oversee customer financial accounts and process customer adjustments.
- Make product recommendations or services to customers based on their needs and preferences.
Essentially, the 3 important qualities of customer service center around three “p”s: professionalism, patience, and a “people-first” attitude. Although customer service varies from customer to customer, as long as you're following these guidelines, you're on the right track.What are the 7 qualities of good customer service? ›
- 1- Maximize your Interactiveness. ...
- 2- Collect the maximum of Feedback. ...
- 3- Create a Good Exposure. ...
- 4- Build Inclusiveness. ...
- 5- Be the Top of Mind in Communication. ...
- 6- Have Transparency. ...
- 7- Always Do More than Expected.
Serves customers by providing product and service information and resolving product and service problems. Attracts potential customers by answering product and service questions and suggesting information about other products and services. Opens customer accounts by recording account information.What is a good professional summary for resume customer service? ›
Strong dedication to helping customers resolve issues and cultivating a positive image of the company. Excel in both team environments and alone. Proven ability to listen attentively, solve problems quickly and efficiently, and create high-quality professional relationships with callers.
- Active listening.
- Time management.
- Stress management.
- Great Communication Skills. ...
- Creative Problem Solving. ...
- Emotional Intelligence (Empathy) ...
- Attention to Detail. ...
- Persistent and Consistent. ...
- Patience. ...
- Self-Awareness. ...
- Lack of Knowledge.
What are the principles of good customer service? There are four key principles of good customer service: It's personalized, competent, convenient, and proactive. These factors have the biggest influence on the customer experience.What is the most important part of customer service? ›
Empathy is the secret to stellar customer service. It is the best way to show your customers that you understand why they're calling, care about their problems, and take their concerns very seriously. Building empathy across support teams allows for memorable customer experiences.
Here's what this might look like: “To me, customer service means ensuring that the client or customer has the best experience possible. I've learned that by listening to the customer's desires, concerns, and perspective, I'm able to figure out the best way to solve any issues that come up.Why should we hire you customer service? ›
"Because I have what it takes to fill the requirements of this job - solve customer problems using my excellent customer service skills." "Because I have the experience and expertise in the area of customer support that is required in this position."What is a good example of excellent customer service? ›
Making sure you and your staff are knowledgeable about the products you sell. Being available for customer questions and responding promptly (even to negative feedback) Doing what you can to go above and beyond and make customers happy and feel special.What is an example of a customer service statement on a resume? ›
'Confident and energetic customer service representative passionate about serving customers. Thrives in a challenging and fast-paced environment. Able to interact freely with customers and resolve issues quickly. Now looking for a rewarding position where I can serve customers and increase customer retention.What are the 5 qualities of customer service? ›
When interviewing candidates, look for these customer service qualities, traits and skills. Look for someone who is communicative, persuasive, is polite, patient, conscientious, and loyal.Why should we hire you example? ›
For starters, I have all the skills and experience listed in the job description, and I'm confident that I can make an immediate impact on your company. It's not just my background in leading successful projects for Fortune 500 companies, but also my passion for the industry that drives me to succeed.Why do you want this job? ›
Talk about specific examples of how you can help this company achieve their goals and highlight any relevant transferrable skills that will make you stand out as the right candidate. Write down any recent achievements you can talk about or any challenges you've faced recently that might be related to this new job.What attracted you to this position? ›
Focus on the company
History - a popular angle when answering this question is to highlight your interest in the company due to its reputation, history or innovation within the industry. This shows you are involved in the company's growth, understand its current position and want to be part of that journey.
The 7 C's of customer relationship management are customer centricity, company culture, customer experience, customer data, customer journey, consumer experience, and consumer expectation.What is a good example of customer service interview question? ›
Tell me about a situation when you were able to fix a problem for a customer. What was the end result? Tell me about your experience when an angry customer kept talking to you rudely. How did you handle that situation smartly?
Customer service is the support you offer your customers — both before and after they buy and use your products or services — that helps them have an easy and enjoyable experience with you. Offering amazing customer service is important if you want to retain customers and grow your business.How do you handle stress and pressure? ›
- Track your stressors. Keep a journal for a week or two to identify which situations create the most stress and how you respond to them. ...
- Develop healthy responses. ...
- Establish boundaries. ...
- Take time to recharge. ...
- Learn how to relax. ...
- Talk to your supervisor. ...
- Get some support.
- Prepare Before-Hand. ...
- Dress Properly. ...
- Maintain Appropriate Body Language. ...
- Describe Your Work Experience. ...
- Be Confident For Follow-up Questions. ...
- Experience in Customer Service Jobs. ...
- Fresher. ...
- Experience in other jobs.
You need to highlight why you're the best match for the role by explaining the accomplishments, skills, or personality traits that set you apart. However, don't criticize other candidates while you do so. Maintain a positive tone and keep the response focused on what you can offer, rather than what others can't.What can you bring to the company? ›
- your enthusiasm for the profession and the employer and your desire to make your mark.
- your personal qualities, such as your drive and willingness to learn.
- the skills the employer seeks and how you have demonstrated them in the past – your answer should show why you would be competent in the job.
“I should be hired for this role because of my relevant skills, experience, and passion for the industry. I've researched the company and can add value to its growth. My positive attitude, work ethics, and long-term goals align with the job requirements, making me a committed and valuable asset to the company.”What are the top 3 customer service strengths? ›
- Patience. ...
- Effective Listening. ...
- Attentiveness. ...
- Time Management. ...
- Willingness to Improve. ...
- Knowledge. ...
- Ability to Admit You Don't Have the Answer. ...
- Thick Skin.
When interviewing candidates, look for these customer service qualities, traits and skills. Look for someone who is communicative, persuasive, is polite, patient, conscientious, and loyal.What are the three 3 Ds of excellent customer experience? ›
Any company can create a customer experience that sets it apart from the competition. It involves a serious, long term commitment, but means getting just three things right. They are the “three Ds”: Design, Delivery and DNA.What are the top 3 most important elements of high customer satisfaction? ›
The three major factors that affect modern customer satisfaction can be categorized as customer perceived quality, value, and service. By harnessing these factors, you are able to provide positive, consistent customer experiences and create true customer loyalty.
What are some examples good customer service? In retail, examples good customer service include remembering and appreciating repeat customers, forging a local connection with shoppers, putting your product knowledge to good use, and more.Which are examples of strong customer services skills? ›
For customer service agents, these may include empathy, time management, active listening, emotional intelligence, and problem-solving. Hard skills: Agents typically gain hard or technical skills through a formal education or professional experience.What are the 8 rules for good customer service? ›
- Be Nice. ...
- Respect Your Customers. ...
- Listen. ...
- Be Positive. ...
- Offer Solutions, Not Excuses. ...
- Be Honest. ...
- Go the Extra Mile. ...
Clear Communication Skills
Your agents can be the most empathetic, professional, and positive people in the business, but they also must be able to communicate well with customers. Hire good communicators and commit to training everyone on your customer service team.
- To truly understand customer experience we have to understand the four components required to build one. There are archetypes, activities, interactions, and principles. An easy way to remember these is to think about the different parts of a relationship.What is the most important part of the customer experience? ›
The most important part of creating a great customer experience is understanding the entire journey a customer takes. You need to think about your customer journey map (or if you don't have one, create one). This will help you understand every touch point that you have with your customers.What are the keys to great customer experience? ›
- Know your product. ...
- Maintain a positive attitude. ...
- Creatively problem-solve. ...
- Respond quickly. ...
- Personalize your service. ...
- Help customers help themselves. ...
- Focus support on the customer. ...
- Actively listen.
As managers value their agents, so should the latter display care for the customers they're interacting with. They must have the capacity to stay empathetic no matter the situation, understanding that customers are regular people juggling everyday responsibilities—pretty much like them.
- Step One: Adjust Your Mindset. ...
- Step Two: Listen Actively. ...
- Step Three: Repeat Their Concerns. ...
- Step Four: Be Empathic and Apologize. ...
- Step Five: Present a Solution. ...
- Step Six: Take Action and Follow Up. ...
- Step Seven: Use the Feedback.