How To Write A Customer Service Representative Job Description

Customer satisfaction is the backbone of any service-related business. While a quality product is also crucial, excellent customer service is the ingredient in a company that keeps people coming back loyally. It’s faithful customers like these that bring their friends in and expand the business even further.

Building a positive experience for a company’s customers comes from having professional and prepared customer service representatives on the front lines.

What Does a Customer Service Representative Do?

A customer service representative acts as a customer’s helping hand when they have a question, problem, or comment. These discussions could pertain to topics about the company, its products, or customer service. Since they are asked many questions about a variety of circumstances, customer service reps must be knowledgeable about their employer’s details.

Customer service representatives can work in onsite locations, but usually, they assist people over the phone or through a messaging system. This means that open customer service representative positions often attract a lot of remote candidates.

Parts of a Customer Service Representative Job Description

A customer service representative job description breaks down the characteristics and requirements of the position with your company. Writing this job description properly is crucial because it’s the main attractor of applicants. If the job description is written poorly, it won’t bring in the skillful applicants that a customer service representative requires.

If you’re wondering how to write an effective job description for a customer service representative position, read on through the following steps.

1. Introducing the company. An applicant reads through a job description to find out what’s required of them and gain insight into the company they could be working for. Since a customer service representative is acting as the voice for the company, they want to know about the organization that they’d be speaking on behalf of.

   Kick off a job description by including a short paragraph that describes the company’s industry and history.

2. Describing the job’s objective and responsibilities. Even positions with the same job title can have slightly different goals and responsibilities depending on the company. After introducing a candidate to the hiring company, explain what this particular customer service representative job entails.

   Responsibilities of a customer service representative job often include:

   • Managing individual customer cases

   • Serving customers by providing product knowledge and resolving any issues

   • Writing up product orders and scheduling repairs

   • Communicating effectively over the phone or messaging

   The job’s objective can be explained in a brief paragraph and then into the position’s duties in a bullet-point list.

3. Describing the skills needed. Customer service jobs require a few skills to get the job done well. When writing a job description, it’s best to be forthcoming about looking for candidates with these skills.

   Examples of some specific skills required for customer service representative jobs include:

   • Problem-solving

   • Patience

   • Communication

   • Resourcefulness

   • Positivity

   Mentioning soft skills required for the position can be written as a part of the “requirements” section to save space in a job description.

4. Mentioning the education and experience requirements. Anyone who’s gone browsing for a new professional opportunity is familiar with reading the requirements section of a job description. It provides guidelines for the professional and academic background that the company is looking for in a customer service representative.

   The requirements section of a job description is written in the form of a bulleted list for directness. You can also include abilities that a candidate must have to be considered for the role, such as exemplary communication skills.

5. Including other important details. Now that you’ve described the responsibilities and requirements of the role, there are a few more details to include before ending the job description and waiting for the applicants to roll in.

   Firstly, mention the salary range for this customer service position. Including compensation, information helps an applicant decide if the salary will meet their needs without wasting any time going through the whole interview process. You can also mention if there’s any room for negotiation in this compensation range.

   Additionally, use the final thoughts of a job description to explain the schedule and conditions of the job. Include how many hours a week the role is for or if it’s full-time. This part can also be used to divulge details about being an equal opportunity employer or onboarding activities.

Example of a Customer Service Representative Job Description

Author

Sky Ariella

Sky Ariella is a professional freelance writer, originally from New York. She has been featured on websites and online magazines covering topics in career, travel, and lifestyle. She received her BA in psychology from Hunter College.