Customer Service Representative Job Description: Top Duties and Qualifications

A Customer Service Representative, or Customer Service Associate, is someone who is hired to help customers with questions, complaints, concerns, or any issues that they might have with a product or service. 

 

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What does a Customer Service Representative do?

The role of a Customer Service Representative is to help customers understand the products and services being offered by a company. They answer inquiries by phone, e-mail, web chat, or social media. A Customer Service Representative also handles concerns, complaints, or other issues. Their job is to help ensure customer satisfaction. Customer Service Representatives also help promote continued customer interest in the company’s products or services. 

 

Customer Service Representative duties and responsibilities

When writing a job description for a Customer Service Representative, it’s important to consider the main duties required as it relates to the company’s business and industry. It is also important to be specific when stating the responsibilities that come with the job. Here are important duties for the job and responsibilities needed to excel for a Customer Service Representative: 

  • Handle customer complaints by providing solutions, often within a time limit to ensure the customer is satisfied.
  • Learn to identify customer needs or desires in order to recommend the appropriate product or service.
  • Learn the software systems used by the company to be able to communicate effectively with incoming inquiries.
  • Keep a record of incoming inquiries to be able to reference at a later date.
  • Be able to process orders, forms, applications, or requests.
  • Work with colleagues when necessary to resolve customer complaints.
  • Provide feedback to other departments to help improve sales, marketing, and business processes.
  • Learn about the products inside and out to be able to answer any questions from customers.

 

Customer Service Representative skills and qualifications

After considering what the most important job functionalities are for a Customer Service Representative, follow up with the skills and qualifications required to perform those jobs. A successful Customer Service Representative candidate will have various prerequisite skills and qualifications needed for the duties of this job. Some examples of the skills used in a Customer Service Representative role include: 

  • Communication skills like a pleasant demeanor and ability to work with multiple personalities
  • Attention to detail to be able to provide written communication to customers that free of spelling or grammatical errors
  • Patience to be able to stay calm in an intense environment
  • Ability to multitask since some tasks will require a Customer Service Representative to communicate with multiple customers at one time 
  • Strong organizational skills to be able to keep up with various customer needs and conduct follow-ups in a timely manner
  • Adaptability and flexibility in order to deal with different customers and needs in a short period of time
  • Leadership skills like being able to help lead or manage a team of other Customer Service Representatives

 

Customer Service Representative experience requirements 

It is typical to hire a Customer Service Representative with two to three years of experience. Large organizations may prefer someone who has worked in the industry longer. It is also possible to hire someone with no experience for this job if training is available. 

 

Customer Service Representative education and training requirements

Many Customer Service Representative job postings require at least a high school diploma. Some employers will ask for higher training such as a university or college degree. When asking for higher education requirements, a general bachelor’s degree will suffice. 

 

Customer Service Representative salary expectations

According to Indeed salaries, the average salary for a Customer Service Representative is $16.23 per hour. The salary can fluctuate depending on experience, location or the company that is hiring. 

 

Job description samples for similar positions

If a Customer Service Representative isn’t quite what you are looking for, other related job positions include:

 

Customer Service Representative job description FAQs

 

What is the difference between a Call Center Representative and a Customer Service Representative?

Both jobs may attend to a customer inquiry over the phone. In addition, a Customer Service Representative also utilizes other forms of communication to attend to customers. These include e-mail, website chat, or social media. Therefore, they must possess good writing skills. 

 

How can you make your Customer Service Representative job description stand out?

One way to make your Customer Service Representative job description stand out is to describe incentives for the role. This may include cash bonuses or extra vacation days. Another way to make a Customer Service Representative job description stand out is to provide details about your products and services so the applicant can better understand the organization and items they will be representing. 

 

What should you look for in a Customer Service Representative resume?

When looking at resumes for a Customer Service Representative, pay special attention to the previous work experience. Hiring someone who is already familiar with customer relations can be beneficial. The job applicant should also be able to showcase the required soft skills on their resume.

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