Customer Service Associate Job Description: Top Duties and Qualifications

Your job description is the first touchpoint between your company and your new hire. With millions of people searching for jobs on Indeed each month, a great job description can help you attract the most qualified candidates to your open position. To get you started, here are some tips for creating an effective job description.

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Customer Service Associate job title

A great job title typically includes a general term, level of experience and any special requirements. The general term will optimize your job title to show up in a general search for jobs of the same nature. The level of experience will help you attract the most qualified applicants by outlining the amount of responsibility and prior knowledge required. And if your position is specialized, consider including the specialization in the job title as well. But avoid using internal titles, abbreviations or acronyms to make sure people understand what your job posting is before clicking.

  • Customer Service Associate
  • Senior Customer Service Associate
  • Customer Retention Associate
  • Customer Service Associate(Part-Time)
  • Customer Service Representative
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Customer Service Associate Job Description Examples:


Example 1

About Stryker Stryker is one of the world’s leading medical technology companies and, together with our customers, is driven to make healthcare better. We offer innovative products and services in Orthopaedics, Medical and Surgical, and Neurotechnology and Spine that help improve patient and hospital outcomes. We are proud to be named one of the World’s Best Workplaces and a Best Workplace for Diversity by Fortune Magazine. Learn more about our award-winning organization by visiting [website] Who we want: Dedicated achievers. People who thrive in a fast-paced environment and will stop at nothing to ensure a project is complete and meets regulations and expectations. Curious learners. People who seek out cutting-edge research and information to expand and enhance their ability to develop new ideas into reality. Collaborative partners. People who build and leverage cross-functional relationships to bring together ideas, data and insights to drive continuous improvement in functions. Detail-oriented process improvers. Critical thinkers who naturally see opportunities to develop and optimize work processes – finding ways to simplify, standardize and automate. What you will do: The Bilingual Customer Service Agent is required to represent the company in a positive, proficient, and professional manner in all dealings with external and internal customers. The employee will follow Stryker processes and policies while providing a level of service that exceeds our customer expectations. This individual must serve as a contributing member of the Customer Service team while championing Stryker’s Mission and values. Proactively collaborates with internal teams/departments to promote a culture of inclusiveness and cooperation Responsible to live and exemplify Stryker’s Values: Integrity, Accountability, People, and Performance. Respond in a professional and enthusiastic manner to all customer inquiries via phone and email regarding product information, pricing, availability, delivery dates, shipping, product returns, credits, and general administrative issues Utilize resourcefulness and critical thinking skills to research and resolve order and invoice discrepancies Employ excellent time management, prioritization, and organizational skills to follow up with customers on all outstanding issues within expected timelines Record customer experience feedback, as well as analyze root cause to identify trends and improve service provided to customers Provide back-up coverage for receptionist as required, ensuring all switchboard and reception tasks are handled efficiently and effectively Accurately process customer orders received by telephone, email, and EDI; Provide acknowledgement and confirmation of receipt to the customer Actively manage open sales orders to ensure timely shipments/accurate sales/proactive communication to customers Handle Tasks as required Participate in the development and implementation of continuous improvements within the department Actively participate in team and company meetings Other administration as assigned by Manager What you need: Post-Secondary Education Required 2+ working experience in a call center/customer service environment required Bilingualism is required (Fluent in both French and English/ writing and speaking) Experience in the medical field is an asset Internal applicants with an equivalent combination of education, experience, and performance over time at Stryker will be considered Know someone at Stryker? Be sure to have them submit you as a referral prior to applying for this position. Learn more about our employee referral program.

Example 2

Position: Cashier/Customer Service Representative Location: Victoria, BC Are you an outgoing, positive individual with a knack for great customer service? Lordco Parts LTD. is looking for a Cashier/Customer Service Representative to join the team at our Victoria store. If you are looking for a fun and dynamic workplace with excellent benefits and support for career advancement, apply to join the Lordco team and grow with us today! Why work for Lordco? Lordco Auto Parts is Canada’s largest automotive parts retailer, with over 100 locations across Western Canada. We have been a family owned and operated business since [phone number], and we strive to keep that feeling alive with every employee. Our employees are our family, and we want to make sure they’re taken care of. In order to do this, we offer an excellent benefits package to full-time employees which includes Health and Dental Insurance, RRSP matching, a wellness program, an Employee & Family Assistance Program, and a generous employee discount. · Greet and assist customers in a polite and friendly manner. · Process cash register payments by cash, cheque, debit, credit card, and gift card. · Balance cash register as well as handle and calculate financial paperwork. · Maintain showroom inventory and cleanliness. Qualifications: · Cash-handling and customer service experience is preferred. · Strong interpersonal skills, and the ability to interact with customers in a friendly, enthusiastic and positive manner in person and over the phone. · Strong attention to detail, time management, and problem-solving skills. · Ability to work independently and as part of a team, managing multiple priorities. · Ability to lift items up to 50lbs and knowledge of workplace safety procedures and the ability to adhere to the Lordco Occupational Health and Safety program.

Example 3

Job Description: We are Canada Life Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success. You can be your best here. You’re part of a diverse and inclusive workplace where your career and well-being are championed. You’ll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences. Together, as part of a great team, you’ll deliver on our shared purpose to improve the well-being of Canadians. It’s our driving force. Become part of a strong and successful company that’s trusted by millions of Canadians to do the right thing. Be your best at Canada Life. We are looking for a Bilingual Client Service Representative Looking for skilled career individuals to join an innovative organization. Are you a great communicator and have a desire to support others? Are you fluent in English and French? Do you have an analytical way of thinking and an attention to detail? We are looking for an energetic, creative and enthusiastic individual to join our Client Service team. What you will do Provide first rate customer service to policy owners, advisors/brokers, Living Benefits managers, accountants, lawyers, financial institutions and Head Office departments Provide technical /contractual information, and direction by interpreting contractual policy provisions, tax regulations, existing guidelines and system processes Handle requests received by email and over the phone. Consult with senior peers where necessary to develop satisfactory solutions Accurately administer contractual and non-contractual changes When processing changes and es, ensure proper authorizations are received, accurate calculations are done, and system records are updated. Maintain a working knowledge and understanding of current, and historical Living Benefits products Provide input to Leader to improve workflow, processes, and procedures Consistently meet or exceed established standards for production and quality Accurately index and triage incoming and completed work into our OnBase workflow system Contribute to special assignments or projects in support of department goals What you will bring Excellent verbal and written communication skills in both in both English and French Self-motivated and enjoy a challenging and demanding workload Demonstrated customer service skills Proven ability to learn and grasp new concepts, with high attention to detail Excellent math and problem-solving skills Strong interpersonal skills and the ability to work in a team environment Ability to exercise flexibility, initiative, good judgment and discretion Willingness to actively pursue learning and by participating in corporately offered and courses Highly organized with excellent time management skills Post-secondary diploma in a related field is an asset Be your best at Canada Life- Apply today We are one of Canada's top 100 employers! Canada Life serves the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we’re one of Canada’s leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations. We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee has the opportunity to reach their potential. Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted

Example 4

*About Us* Royal Distributing has been the Canadian leader in the powersports industry for over 30 years, providing our customers with quality brand-named products to keep them riding. Whether it be a snowmobile, ATV, UTV, motorcycle, motocross, bicycles or marine and watersports, our customers always come first. *The Opportunity* As a Customer Service Associate, you are responsible for answering and responding to customer calls and emails that reach our organization. Your main focus is to provide the highest level of service to our customers that have or are looking to shop with Royal Distributing to ensure that every customer interaction is positive and memorable for the customer. You achieve this by providing accurate and timely responses to inquiries, resolving customer issues, providing recommendations on products, and processing customer orders. - Answer inbound customer calls and create a positive experience for customers - Handle customer inquiries related to products, pricing, new and existing orders, shipping, company policy, etc. - Communicate with customers via phone, email and chat - Process customer orders and update customer records - Advise on fitment and recommend products based on customer requirements - Investigate and resolve customer order issues - Track packages and follow-up with customers on the status of their orders - Address customer concerns creatively and share feedback with other teammates - Bilingual in French is not a requirement, but is considered an asset - Knowledge of one or more powersports industries is considered an asset - Desire to provide the best possible experience for our customers - Expert communication and listening skills - Organized and with a strong ability to problem solve - Intermediate computer skills are required *Additional Qualifications* - The successful candidate will report to our Customer Service Team Lead - This position requires handling of high call volumes and spend the majority of the day on the phone with customers - Depending on the season, hours will range from 37.5 to 42.5 per week plus occasional overtime - Steel toe, green patch work boots are required We are an equal opportunity employer and while we thank everyone for their interest, only those to be interviewed will be contacted. Royal Distributing is committed to promoting accessible recruitment as outlined in the Accessibility for Ontarians with Disabilities Act. Royal Distributing will attempt to accommodate persons with a disability in an appropriate and effective manner throughout all stages of the recruitment process. Accommodations will be provided upon request. Job Types: Full-time, Permanent Benefits: * Dental care * Disability insurance * Extended health care * Life insurance * Store discount Application question(s): * Do you have any knowledge of powersports (snowmobiles, ATV's, MX, etc.)? * Are you available during the weekend? Language: * French (preferred) Work remotely: * No

Customer Service Associate job summary

A great job description starts with a compelling summary of the position and its role within your company. Your summary should provide an overview of your company and expectations for the position. Outline the types of activities and responsibilities required for the job so job seekers can determine if they are qualified, or if the job is a good fit.

Example of a Customer Service Associate job summary

Our promotional marketing company is looking for a Customer Service Associate who can assist clients with product issues and help to maintain a high customer retention level. The Customer Service Associate will be responsible for taking incoming calls from our customer base and addressing customer product issues and concerns with the company. The successful candidate will be required to develop a comprehensive understanding of our customer service policies and know when issues need to be escalated to the management staff for resolution.

Customer Service Associate responsibilities and duties

The responsibilities and duties section is the most important part of the job description. Here you should outline the functions this position will perform on a regular basis, how the job functions within the organization and who the job reports to.

  • Update the company database by inputting information from each call and keeping every customer field current
  • Collaborate with the sales team to develop efficient methods for handling issues with larger revenue customers
  • Work on special short-term projects to offer customized support for new products or products at end-of-life
  • Monitor the customer satisfaction levels and develop methods for increasing them
  • Assist in creating ways for delivering excellent customer service to irate or problematic customers

Customer Service Associate qualifications and skills

Next, outline the required and preferred skills for your position. This may include education, previous job experience, certifications and technical skills. You may also include soft skills and personality traits that you envision for a successful hire. While it may be tempting to include a long list of skills and requirements, including too many could dissuade qualified candidates from applying. Keep your list of qualifications concise, but provide enough detail with relevant keywords and terms.

  • High school diploma/GED required (College degree preferred)
  • 2+ years’ experience in a customer service role
  • Proficiency with MS Office
  • Ability to work well in a team environment
  • Strong sense of professionalism and discretion required
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Job Description Examples

Need help writing a job description for a specific role? Use these job description examples to create your next great job posting. Or if you’re ready to hire, post your job on Indeed.

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