A good customer service representative is worth his or her proverbial weight in gold, making competition for top talent in the field quite stiff. The situation is further complicated by the glut of mediocre applicants who are still developing their service skills or who just aren’t cut out for the hard work involved in keeping customers happy. Separating the wheat from the chaff begins with the words you choose when drafting a job description. A well-written announcement helps to weed out those who would otherwise waste your time, while also helping the best prospects to see themselves working for you. Consider this customer service representative job description sample when deciding how to frame your approach to finding top talent.
Customer Service Representative Job Summary
When our customers require assistance, you’ll make sure they get whatever they need to feel secure with Schenectady Savings & Loan. You will greet all clients with a smiling face and an attitude that declares your eagerness to serve. You’ll answer the phones with a smile that can be heard on the other end. You’ll use your charm, pleasant demeanor and can-do attitude to offer banking the SSL way! Along the way, you’ll help our customers manage their accounts, make deposits, send money to friends and family, and more.
Schenectady Savings & Loan offers industry-leading benefits that include:
• Competitive salaries
• Company-provided healthcare
• Roth IRA and 401K
• Paid Time Off
• Tuition assistance
• Management development courses
Customer Service Representative Job Responsibilities
- Greet all guests as they enter your assigned branch
- Open and close saving and checking accounts for customers
- Process wire transfers and issue certified checks
- Collect and safeguard sensitive financial data
- Identify opportunities to promote banking products and refer clients to appropriate managers
- Overcome objections and resistance in a positive, “non-salesy” manner
- Courteously and competently resolve all customer complaints, taking ownership from first contact to final resolution
- Assist customers with inquiries and issues over the phone
- Complete telephone banking transactions with clients
- Provide accurate information about the bank and our products and services
- Maintain positive ratings based on customer feedback
- Meet and/or exceed performance evaluation metrics
- Obtain and maintain all federal, state and local licenses and certifications
- Comply with all applicable laws and regulations
- Uphold the bank’s values and policies
Customer Service Representative Skills and Qualifications
- Associate’s Degree
- Bachelor’s Degree in business or related field preferred
- Six months of experience as a bank teller, or one to two years of customer service experience with at least six months of cash-handling experience
- Self-starter and fast learner who can adapt to an ever-changing environment
- Sales experience
- Strong work ethic
- Ability to defuse difficult situations under pressure
- Excellent, professional interpersonal, oral and written communication skills
- Multitasker with ability to juggle multiple, competing priorities in a fast-paced workplace
- Verifiable touch-typing speed of 45 WPM or greater
- Proficient in Microsoft Office
- Licensed and certified in compliance with applicable laws, or eligible to secure required licensing and certification within 90 days of employment
Schenectady Savings & Loan has been a household name in the Mid-Atlantic Region for over a century. We take pride in our role as a financial bulwark that has helped people and businesses in New York and beyond achieve their dreams. As a new century picks up steam, our momentum continues to grow along with our strength. Thanks to our sound judgment, consistent values and the best employees in the world, the next hundred years look just as bright for SSL as the first.
What to Include in Your Customer Service Representative Job Description
To attract the best customer service representatives, you have to do more than list a few job duties and a contact email. You need to craft a job listing that tells them that they are capable of doing well in the role. Furthermore, you want the description to help potential candidates to see a bright future for themselves at your company. The best listings help prospects prescreen themselves, so only the best suited to the role and to your company’s values apply.
Make sure to include these elements when writing your customer service representative job description:
• Title – This is essentially the shortest possible statement of the job’s purpose. Make sure it fits with titles for other positions in the same industry. It should also make clear the career level of the position (e.g. senior, junior, managing).
• Job Summary – This short paragraph should provide a brief overview of the job’s most important elements in order to offer a snapshot of daily life in the role. It usually should be three to five sentences long.
• Responsibilities – Provide a list of clear, unambiguous accountabilities. Be careful to include any important task the applicant would be expected to perform. Try to keep it to 5-10 items. Each responsibility should begin with an action word.
• Requirements – Specify the minimum knowledge, skills and abilities you deem necessary to do the job right—i.e. education, experience and capabilities such as typing speed. You may also consider including preferences such as higher education levels, though it may be better to just make your preferences your requirements.
• Company Profile – Take this space to make the case for your company and why the candidate should choose you. Share some inspirational sentences about the company’s history, values and future goals. Help potential applicants understand what the organization is all about, so they can decide if it’s the right place for them.
• SEO – Search-engine optimization is important for any information you want someone to find on the Internet. A job posting is no exception to this rule of the modern era. Take some time to research the terms job hunters are likely to utilize when they look for work online. You can use that knowledge to incorporate keywords into your job descriptions that could help your listings show up sooner in search results. Most job seekers only view the first page of search results, so increasing your ranking can be critical to making sure talent sees your posting in the first place.
• Call to Action – Always ask candidates to take action at the end of your job descriptions. The call to action doesn’t have to be complicate. It just needs to make a direct connection and suggest a relevant next step. “Apply Now” is a fine example.
Remember to approach each section from the perspective of a customer service representative looking for a good fit. Aim to succinctly offer as many details as possible so that your expectations are clear. Balance your requirements with information that entices those who meet your needs to think of your company as meeting theirs.
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Writing Your Customer Service Representative Job Description: Do’s and Don’ts
You can further improve your results by following these pointers:
• Don’t confuse applicants with unclear submission guidelines.
• Do include details on salaries and benefits if your company’s policies allow.
• Don’t omit whether the opening is full- or part-time or whether it’s temporary or permanent.
• Do include information on work locations and how much travel will be required.
Considering the data that not only helps prospective applicants decide if they can do the job, but also helps them decide if the job fits their needs is important to weeding out those who would be a poor fit. Avoiding frustration in otherwise qualified candidates is also a good way to preserve a pool of talent for future openings.
Some Job Description Do’s and Don’ts
- While writing your posting, keeping the following best practices in mind can help you get the most out of your efforts:
- Do incorporate bullet lists to organize your content. This helps potential applicants get the information they need without feeling overwhelmed.
- Do create a complete picture of the work involved in a position to help prospects assess their abilities to meet the requirements of the role.
- Do accurately represent the company’s values and business philosophy, so candidates can get a feeling for whether they would be good fits.
- Don’t use vague verbiage or omit less glamorous aspects of a job to try and get more interest. Being honest about the job helps weed out those unprepared or unwilling to do what is needed.
- Don’t go overboard with the keywords. While search-engine optimization is undeniably important, you don’t want to stuff your description with keywords and leave it unreadable.