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Customer Service Representative Job Description: Top Duties and Qualifications

Edited by Indeed Employer Content Team
Last updated October 8, 2025
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Indeed’s Employer Resource Library helps businesses grow and manage their workforce. With over 15,000 articles in 6 languages, we offer tactical advice, how-tos and best practices to help businesses hire and retain great employees.

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9 min read

A customer service representative, or CSR, is your organization’s public face, interacting with customers in person or on the phone. They respond to client queries, provide valuable information regarding your company’s products, and resolve issues or complaints while striving to nurture a top-notch customer experience.

Customer service representative duties and responsibilities

The scope of a customer service representative’s duties and responsibilities can vary depending on an organization’s products or services. Typically, they include:

  • Identifying and recommending suitable products or services to meet customer needs
  • Responding to customer queries in person, on the phone, or via electronic communication
  • Resolving complaints in a timely manner, ensuring a positive customer experience
  • Developing and maintaining a thorough knowledge of an organization’s products or services
  • Processing orders, accepting payments, and issuing refunds
  • Working as part of a team, collaborating with colleagues to resolve client issues and provide excellent customer service
  • Maintaining accurate records of client communications and resolutions
  • Communicating valuable feedback to other departments regarding customer comments and possible opportunities for improvement

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Customer Service Representative Job Description Examples:

Example 1

Self-Storage is one of the fastest-growing industries in the world. How would you like to be a part of this Growth? Advanced Self Storage has provided storage solutions to local communities across the Lower Mainland for the last 30 years. We have eight stores at present and will be expanding in all regions of Canada in the next several years.

Be a part of a great team to help our customers feel at ease by building relationships and giving them expert advice through caring service. We also believe in giving back to the community and are proud to support many not-for-profit organizations.

Read more about us at [website]

We are currently seeking a strong, experienced, and motivated full-time Storage Consultant for our Advanced Self Storage, Richmond location.

Storage Consultant Role

Reporting to the Store Manager, the Storage Consultant is involved in the day-to-day business operation, including renting lockers, selling merchandise, providing top-class customer service. You will also be responsible for maintaining a clean, well-maintained, and professional-looking storage facility.

The selected individual will be required to work Friday, Saturday, Sunday, and Monday shifts, with Tuesday, Wednesday, Thursday as the days off.

Our offices are typically open from8:30 am to 6:00 pm Monday to Friday and 9:00 am to 5:00 pm on Saturdays and Sundays.

Our offices are closed on statutory holidays.

What you will get: We offer our candidates an excellent compensation package, which includes:

  • Medical, extended health, and dental benefits.
  • bonus programs and employee discounts
  • Paid vacation time.
  • life insurance
  • opportunities to advance at Advanced Self Storage

If you are a personable individual who enjoys people, new challenges, and variety in your day, we would ejoy having you on our Team.

Would you please email your resume to HR Officer Melanie.

Job Types: Full-time, Permanent

Benefits:
  • Casual dress
  • Company events
  • Dental care
  • Employee assistance program
  • Extended health care
  • Life insurance
  • On-site parking
  • Paid time off
  • Store discount
  • Vision care
  • Wellness program
Schedule:
  • 8 hour shift
Supplemental pay types:
  • Bonus pay
  • Overtime pay

Ability to commute/relocate:
  • Richmond, BC: reliably commute or plan to relocate before starting work (required)

Education:
  • Secondary School (preferred)

Experience:
  • customer service: 2 years (preferred)

Language:
  • Mandarin (preferred)
  • Cantonese Location: One location

Example 2

JOB Description

Job Title: Sales & Customer Representative

Summary.To provide unique technical assistance regarding FayTrim's products to all new, existing and new potential prospects in order to develop and increase the sale within your assigned territory.

Nature & Scope:

1. Job Responsibilities: Development of new sales and support of ongoing sales with existing clients

  • Qualify prospects and new leads
  • Generate new leads (As part of territory development 15+%)
  • Review, analyze and interpret properly site inspection notes & recommendations
  • Source products, site and in-office meeting with clients to presents products and discuss needs and generate proposal to meet clients' need, budget and expectations
  • Make telephone calls and in-person visits to existing and prospective customers
  • Develop new long-term relationship with residential and commercial developer
  • Collect and consolidate sales and call reports
  • Provide technical support to customers and potential customers
  • Participate in tradeshows and exhibitions
  • Develop and support FayTrim's client base
  • Participate in weekly Sales meeting

Marketing

  • Marketing materials provided by company
  • Responsible for applying, using and promoting all marketing material as laid out by the management team
  • Responsible for maintaining all marketing material stocks at appropriate levels
  • Communicate on all aspects of marketing department including; promotions, trade shows, marketing intelligence, magazine, literature, etc.

2. Training and Education:

Recommend participation and/or enrolment in educational activities, workshops, and seminars, which contribute, to a program of self- improvement.

Skills/Knowledge Requirements

  • Strong communication, relationship building, and sales skills
  • Strong computer skills and good knowledge of Microsoft Office applications
  • Must be able to work independently, set priorities, and manage time effectively
  • Ability to read and do a "take-off" from blueprint
  • Ontario Building Code certification, or equivalent experience in Construction
  • 2+ years in sales development would be an asset
  • Ability to travel (G license with clean abstract required)

Job Types: Full-time, Permanent

Salary: From $45,000.00 + bonus per year

Job Types: Full-time, Permanent

Salary: From $22.50 per hour

Benefits:
  • Company events
  • Disability insurance
  • Extended health care
  • Life insurance
  • Store discount
  • Vision care
Flexible Language Requirement:
  • French not required
Schedule:
  • 8 hour shift
  • Day shift
  • Monday to Friday
  • No weekends
Supplemental pay types:
  • Bonus pay



Ability to commute/relocate:
  • Barrie, ON L4N 8W8: reliably commute or plan to relocate before starting work (required)

Education:
  • Secondary School (preferred)

Experience:
  • Call center: 1 year (preferred)
  • Customer service: 1 year (preferred)

Shift availability:
  • Day Shift (required)


Work Location: In deadline: 2023-09-08

Example 3

Job Description:

Are you looking for a new challenge with a unique opportunity to learn different aspects of a business? If you have a passion for helping others but don’t like sitting at a desk all day, then we have the perfect role for you.

We are seeking an individual with exceptional interpersonal skills, who also enjoys staying physically active, to join our team. You will play a vital role in two important areas of our business.

As a Customer Care Representative, you will be assisting customers with their healthcare needs and finding the perfect solution for them. You will become a product expert in a range of products, including incontinence supplies, other medical items, and adaptive clothing. You will answer customer inquiries, provide product knowledge and process orders.

As a Warehouse Operations Associate, you will work on a variety of tasks including picking/packing items, shipping inventory and tracking items for shipment. No warehouse experience is necessary.

Along the way, you will learn about our business and help us improve what we do by using your knowledge and experience to drive change.

Integrity, vision, professionalism and passion are key components of this position.

What qualities you can bring to Britnell :
  • Positive and motivated attitude with a strong compassion for customers
  • The ability to become a product expert in a range of products and deliver this information to customers in a clear and professional manner
  • Comfortable speaking on the phone regularly to customers
  • Computer skills, the ability to easily navigate software, (Google Workspace, Excel, Gmail) and the ability to learn new software
  • Capability to manage time and prioritize tasks effectively
  • Detail oriented
  • Fluency in English (written and spoken)
  • A sense of urgency in getting good work done quickly
  • Ability to sit or stand for up to 8 hours per day
  • Must be able to reach with hands and arms, perform wrist and hand motions frequently
  • Must be able to climb a ladder to reach product
  • Ability to frequently kneel/squat, bend and carry
  • Must be able to lift 50 lbs
  • A desire to have fun & enjoy the relationships with those we work with

Job Details:

Job Type: Full-Time

Salary: From $37,440 per year

Schedule: Our hours of operation fall between 8:30am and 5:30pm EST Monday to Friday

Education: Secondary School (preferred)

Experience: Customer service: 1 year (preferred) / Warehouse: No experience required

Language: English (required)

Work Location: Oakville, ON L6L 5V3

Why Choose Britnell?

Britnell is an Oakville based company. We have several ecommerce businesses which address customer needs in health care, fashion and education. Our primary focus is providing essential products to the senior care market. We believe in working hard while having fun along the way. Our commitment and enthusiasm show in everything we do.

We are always looking for ways to improve, whether that is system or process related, we encourage staff feedback and suggestions. If you are seeking a workplace where your suggestions are taken seriously and your voice is heard, this is the place for you.

Please submit your resume, along with a cover letter.

In your cover letter please answer the following question: If you could have any superpower, what would it be and why?

Unfortunately applications without a cover letter and the answered question will not be considered.

Job Type: Full-time

Pay: From $37,440.00 per year

Flexible Language Requirement:
  • French not required
Schedule:
  • Monday to Location: In person

Example 4

Eaton’s Electrical Sector - Canada is currently seeking an Electrical/Mechanical Substation Engineer/Specialist position to join our team. This position is based at our Edmonton, AB location (hybrid role).

Position Overview:

The primary purpose of this position is the end-to-end project management for the construction of the electrical control building, as well as site supervision to the installation and configuration of the equipment.

In this function you will:

  • Review incoming orders for the accuracy of design and compliance to customer specifications and resolving potential discrepancies.
  • Preparing approval/manufacturing drawings and operational manuals for E-House, Pump-House, Power/Transformer Skid and other Distribution System related installations.
  • Reviewing the necessary electrical control schematics and mechanical steel/bus designs.
  • Reviewing Bills of Material to satisfy order requirements.
  • Reporting to the manager on work related activities on a continuous basis.
  • Providing coordination and control of the processing of engineered Switchgear, MCC/VFD orders adhering to project timelines.
  • Managing the commercial aspects of the order, which may include meeting with customers to approve/revise drawings, conducting final inspections and/or witness tests and providing customers with documentation packages.
  • Providing technical and engineering support to production, marketing and sales force, field service teams, warranty administrator and customers.
  • Supporting and participating in the implementation of corporate initiatives and attainment of department and operations goals.
  • Performing all job functions with adherence to Eaton's Philosophy and Values as well as the Safety and Environmental standards.
  • Experience in Medium Voltage Power Design strongly preferred.
  • Act as a Mentor for other IPA Specialists as required.

When we embrace the different ideas, perspectives and backgrounds that make each of us unique, we — as individuals and as a company — are stronger.

Required (Basic) Qualifications:

  • Bachelor's Degree in Electrical Engineering OR Diploma in Electrical Engineering Technology.
  • Minimum of 3 years of engineering experience in the manufacturing of electrical control and distribution assemblies OR licensed Electrician with a minimum of 5 years of engineering experience in the manufacturing of electrical control and distribution assemblies.
  • E-house/ sub-stations building experience
  • AutoCAD experience
  • Understanding and experience using and interpreting the Canadian Electrical Code.
  • Must be legally eligible to work in Canada without company sponsorship now and in the future
  • No relocation provided

Preferred qualifications:

  • Registered as a Member in Training with APEGA or other Canadian provincial engineering association.
  • Project Management experience preferred.

Position Criteria:

  • Self-motivated, energetic and capable of working in a very fast pace environment with minimal supervision or as part of a team and taking direction.
  • Strong organizational, interpersonal, analytical, and problem-solving skills.
  • Excellent communication, interpersonal and organizational skills
  • Ability to multi-task and work in a fast-paced environment
  • Strong analytical aptitude and complex problem-solving skills
  • Intermediate knowledge of MS Office
  • Effective time management and project management skills
  • Strong commitment to customer service.
  • Able to travel up to 25%.

Job Types: Full-time, Permanent

Benefits:
  • Company events
  • Company pension
  • Dental care
  • Disability insurance
  • Employee assistance program
  • Extended health care
  • On-site parking
  • Paid time off
  • RRSP match
  • Store discount
  • Tuition reimbursement
  • Vision care
  • Wellness program
  • Work from home
Schedule:
  • 8 hour shift
  • Day shift



Ability to commute/relocate:
  • Edmonton, AB T5V 1E4: reliably commute or plan to relocate before starting work (required)

Application question(s):
  • Do you have E-house/ sub-stations building Location: Hybrid remote in Burlington, ON L7L 5Z1

Example 5

Budget Rent A Car Calgary is looking for a full-time Kiosk/Airport Counter Customer Service Representative for our Airport location. The CSR will complete all rental transactions for customers while following established guidelines, policies and procedures. Provide service and care to customers to ensure satisfaction with an equal emphasis on profitability. Recognize the value of company assets and inventory while paying special attention to efficiency, yield, loss prevention and the image portrayed to customers.

Assist in the service of vehicles as assigned, including cleaning vehicles, inspecting departing and returning vehicles for damage, kilometer and fuel readings and moving vehicles to designated areas or offices.

This position impacts business directly through the attention to detail in regards to the accuracy of rental charges, customer satisfaction, conflict resolution and the image presented to customers as well as through the efficiency in the control of inventory and company assets.

Position Responsibilities include:

· You are the first point of contact with the customer. You must be courteous and approachable.

· Answer all customer inquiries at the front counter and over the phone

· Create reservations using the provided computer systems.

· Inspection of vehicles for cleanliness and/or damage.

· Highly responsible for the security of vehicles and office equipment.

· Must be available and able to communicate efficiently through text, calls and emails.

· Extremely fast paced environment with continuous movement of vehicles. You must be able to keep track of all vehicles and inventory.

· Up-selling and Cross-selling is required.

· When the weather permits, open all trunks of cars parked in the designated Fastbreak stalls.

· Sustain an ongoing awareness of car cleanliness and assist when required in service or other areas, as assigned, to clean and move vehicles to designated areas or offices during non-peak periods.

· Log off and shutdown computers and printers every night.

· Read and remain current on company announcements, policies, procedures, bulletins, memos, notices, etc.

· Perform other duties and projects as agreed or assigned.

· Complete accident procedures and reports as required.

· Complete walk-around on all incoming and outgoing vehicles to check for damages, kilometer readings and fuel levels. Upon return, check trunk for spare tires, luggage, etc., check consoles for lost items and send to Airport Management with a copy of the rental agreement.

· Complete transaction procedures for returned vehicles while ensuring accuracy of charges and calculations. These charges are to be explained to the customer when requested.

Qualifications:

· Strong work ethic

· Positive attitude / High Energy

· Customer service oriented: bestow every customer with a positive vehicle rental experience. Must possess strong skill set in customer service and problem prevention/resolution

· Strong Sales Skills: desire to exceed sales goals and objectives and have the ability to effectively offer and sell incremental items

· Clean, well groomed

· Reliable/flexible

· Computer literate (type at least 20wpm)

· Must have good written and verbal communication skills

· Willingness to learn and exceed expectations

· Ability to thrive in a fast-paced environment

· Class 5 driver’s license and clean drivers abstract

**Must be willing to work weekends and maintain flexibility with hours

*Must be able to stand and walk for long periods of time.

**Must be okay to work outside in all types of weather, around vehicles.

Job Types: Full-time, Permanent

Benefits:

· Dental care

· Disability insurance

· Extended health care

· Life insurance

· On-site parking

· Paid time off

Schedule:

8-hour shift

***Must be willing to work weekends and maintain flexibility with hours

Supplemental pay types:

· Eligible for Commission pay based on incremental sales revenue

Application question(s):

· Are you located in Calgary, AB? Candidates outside of Calgary will not be considered.

· Do you have class 5 driver’s license? (required)

Experience:

· Customer service: 1 year (required)

Language:

· English (required)

· License/Certification:

Job Types: Full-time, Permanent

Benefits:
  • Dental care
  • Disability insurance
  • Extended health care
  • Life insurance
  • On-site parking
  • Paid time off
Schedule:
  • 8 hour shift
  • Day shift
  • Weekends as needed
Supplemental pay types:
  • Commission pay



Experience:
  • customer service: 1 year (required)

Language:
  • English (required)

Licence/Certification:
  • Class 5 Licence Location: In person
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What does a customer service representative do?

Customer service representatives foster client loyalty and a positive company image by creating a stellar customer experience. By possessing a thorough knowledge of your organization’s offerings, they can ensure the client’s needs are met with the most suitable product and respond to customer inquiries effectively. They adeptly resolve consumer complaints, further cementing positive client relations. Furthermore, they provide feedback to other departments, enabling your organization to improve products or services, internal processes, and company policies to improve the overall client experience. 

Customer service representative skills and qualifications

Customer service representative candidates will possess various skills and qualifications that enable them to complete the duties of this role successfully. Some of these include:

  • Emotional intelligence, including the ability to empathize with clients, connect positively with differing personality types, diffuse possible volatile situations, and work with customers to resolve issues
  • Top-notch communication skills, including the ability to actively listen to customer needs and concerns and respond in a clear, pleasant manner
  • High levels of patience, enabling them to listen to customers attentively, deal with frustrated clients, and remain calm in high-stress situations
  • Multitasking abilities, such as the ability to prioritize tasks and communicate with multiple customers simultaneously
  • Accomplished problem-solving skills, allowing them to easily identify the root of the problem and reach a win-win solution
  • A comprehensive knowledge of the organization’s products and services, enabling them to respond to queries accurately, identify products that best meet a client’s needs, and demonstrate how to properly operate said product
  • Ability to provide speedy assistance to customers across platforms
  • Collaboration and teamwork skills, enabling them to work with colleagues to share information, brainstorm solutions, and develop a team approach to customer support

Customer service representative experience requirements

Customer service representative experience requirements can vary based on whether or not the position is entry-level or more senior. If on-the-job training is provided, you may wish to hire someone with little to no experience. Positions that require greater levels of responsibility may call for a candidate with two or more years of experience in customer service. 

Furthermore, the experience requirements can vary across industries. For example, Canada’s Job Bank shows that an airline CSR can require several weeks of in-house training and experience as a ticket or baggage agent, while a customer service representative in the retail sector may need some previous sales or clerical experience. It is important to examine the role you need to fill and determine what background the ideal candidate would possess.

Customer service representative education and training requirements

Typically, customer service representatives possess a high school diploma and on-the-job training. Some positions, however, require a bachelor’s degree or college diploma in business administration. 

There are some professional certifications in Canada that can make a candidate stand out, including the Certified Client Service Specialist (CCSS) certification and the Certificate in Customer Service Excellence.

Customer service representative salary expectations

According to Indeed Salaries, a customer service representative in Canada’s average salary is $66,386 per year. It is important to note that this salary can vary significantly based on the CSR’s experience, geographical location, and company or industry.

Job description samples for similar positions

Perhaps a customer service representative is not quite what you are looking for. Thankfully, there are closely related job descriptions that may better suit your needs. Here are a few:

Customer service representative job description FAQs

Who does a customer service representative report to?

Most customer service representatives report to their direct supervisor, like the customer service manager or the operations manager. In smaller businesses, they may report directly to the owner. 

What are the different types of customer service representatives?

Some companies or industries have different names for their customer service representatives. For instance, call centre representatives work in call centres and interact with customers solely over the phone. Technical support specialists also work with clients over the phone, but they focus on providing help with technical issues. Front desk associates welcome customers, make appointments, and serve as the public face of their company. A customer experience associate’s primary goal is to provide service while focussing on improving the overall client experience. While this is by no means an exhaustive list of possible customer service representative job titles, it does show that you have flexibility when choosing the best possible title for the position you need to fill.

What qualities make a good customer service representative?

When choosing an ideal candidate for your customer service representative position, there are a few innate characteristics that you may wish to seek. To excel in this role, your top applicant will require an overall positive attitude and an open and friendly disposition. They will be a great listener, ensuring they fully comprehend what is being said before responding. A desirable candidate will be persuasive, able to sell themselves and convince you that they are the right person for the role. Ideally, they will also possess a keen interest in your industry and its products, showing a willingness to learn about your full product range and what sets them apart from the competition’s offerings. By choosing the right customer service representative interview questions, you can better determine if an applicant possesses these traits. 

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Customer Service Representative job description FAQs

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