Customer service representatives help companies achieve the primary goal of meeting clients’ needs. While most of these professionals work in telephone-based call centers, some assist in expanded contact center environments by answering email inquiries or interacting with customers through online live chat session portals. They provide information about services, process electronic payments, answer billing questions, handle orders and resolve customer complaints, recording notes on each interaction for later reference and tracking.
As you craft your customer service rep job description, you must emphasize the ideal qualities you’d like a candidate to possess. Be sure to include essentials such as excellent interpersonal and listening abilities as well as both written and oral communication skills.
Moreover, customer service professionals should have good problem-solving capabilities, along with the patience for daily interaction with clients. For a great guide to creating your own customer service rep job description, see our example below.
Customer Service Rep Job Summary
If you love interacting with different kinds of people, solving problems and learning new skills, then our customer service rep position may be the right fit for you. You’ll become a valued member of our team working as an agent in a contact center operation dedicated to assisting over 100 million wireless services subscribers in the United States. With our top-quality paid training, we prepare you to take on a challenging job providing excellent service for our clients who contact us via telephone, email or our live chat portals. You’ll enjoy competitive pay and benefits as well as the potential for advancement and assignments to projects on specialized teams. This is a great opportunity for professionals who possess positive attitudes, integrity and a desire to help people.
- Interact with customers via telephone, email or online live chat sessions to provide product and service information, generate orders for new service, activate mobile devices and recommend appropriate wireless voice and data plans
- Perform minor troubleshooting to attempt first call resolution on common wireless device issues, such as lack of data connectivity, inability to access voice mail, trouble making or receiving phone calls, app shutdowns or phone operating system crashes
- Create trouble tickets and forward to second-tier support staff if unable to achieve first call resolution
- Assist customers with device returns and exchanges as well as upgrades to new devices
- Maintain up-to-date customer records by processing contact information changes in company database
- Transfer client calls to specialized customer service teams as needed
- Write and edit entries in the contact center’s knowledge base to ensure it supplies correct and current problem resolution information
- Process payments, adjust billing statements and answer billing inquiries from clients
Job Skills & Qualifications
- High school diploma, GED or equivalent
- Excellent communication skills
- Proficient multitasking capabilities
- Ability to use desktop computer
- Familiarity with smartphones, tablets and other mobile devices
- Basic knowledge of Android OS and iOS
- One year of call center experience
- Availability to work night or weekend shifts
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Customer Service Rep Job Responsibilities
When writing a job description, it is crucial that you clearly and neatly define the day-to-day responsibilities of that position. This prevents any confusion on the part of jobseekers and helps them understand the level of expertise you expect. The responsibilities section of your customer service rep job description should be one of the most detailed parts of the document, but it doesn’t need to be comprehensive. Focus mainly on the core duties of the position rather than peripheral ones.
Make sure to use a bulleted format, which is much easier to skim. If you overwhelm applicants with the block of text that is your customer service rep job description, they aren’t going to bother reading the responsibilities, and you’ll get fewer candidates. Make sure these bullets start with strong action verbs, making it easier for jobseekers to visualize themselves performing the daily job functions.
Here are some strong examples of well-written customer service rep job responsibilities:
- Communicate with customers either in person or by phone by providing product or service information, answering questions or processing orders
- Resolve billing or service complaints
- Keep detailed and accurate records of customer interactions, including comments, complaints or changes made
- Ensure previous representatives made proper changes, and resolve issues if they did not
Customer Service Rep Job Specifications
It’s easy to think that writing the job qualifications and skills section of your customer service rep job description will be quick and painless. After all, it’s the shortest section of the job description and merely contains the minimum requirements to fill the position, such as education, prior experience and other certifications.
Don’t fool yourself into thinking this is the case. A well-written qualifications and skills section can be the first step to weeding out unqualified candidates, and conversely, a poorly written section can result in clogging your inbox with hundreds of resumes from applicants who don’t meet the position’s requirements.
It’s good practice to confer with your senior leadership and nail down the minimum requirements to fulfill the position in question, such as solid communication skills, as well as which specifications are deal-breakers and which are merely preferences. This gives you a clear picture of what the company is looking for, making it much easier to write the section and the rest of your customer service rep job description. Once you’ve had that conversation, separate these different types of specifications so that jobseekers will have a good idea of whether or not they have what it takes to do the job.
Here are a few well-written customer service rep job specifications:
- Excellent problem-solving and critical thinking skills
- Solid written and oral communication skills
- High school diploma or equivalent
- Basic understanding of computers and default applications