Customer Service Representative Job Description

This template is designed to help you create a comprehensive job description for a Customer Service Representative position. It outlines the essential responsibilities, qualifications, and skills necessary for the role, aiming to attract candidates who are proficient in customer service and who align with your organization’s values and service standards.

A Customer Service Representative is responsible for handling customer inquiries and concerns, providing support, and ensuring a positive customer experience. This role requires strong communication skills, a patient and empathetic attitude, and the ability to provide effective solutions to customer issues.

Customer Service Representative Job Description Template

We are looking for a Customer Service Representative to join our dynamic team. In this role, you will be the first point of contact for our customers, responding to inquiries, resolving issues, and providing high-quality customer service. Your goal will be to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.

Customer Service Representative Responsibilities

• Handle customer inquiries and complaints via phone, email, chat, or in person.
• Provide accurate, valid, and complete information to customers by using the right methods/tools.
• Manage and resolve customer complaints, identifying the cause of the problem and selecting and explaining the best solution.
• Process orders, forms, applications, and requests.
• Keep records of customer interactions, transactions, comments, and complaints.
• Communicate and coordinate with internal departments as necessary.
• Follow communication procedures, guidelines, and policies.
• Go the extra mile to engage customers and build sustainable relationships.
• Provide feedback on the efficiency of the customer service process.

Customer Service Representative Reports To

• Customer Service Manager
• Team Lead

Customer Service Representative Requirements

• High school diploma or equivalent; college degree preferred.
• Proven customer support experience or experience as a Client Service Representative.
• Strong phone contact handling skills and active listening.
• Familiarity with CRM systems and practices.
• Customer orientation and ability to adapt/respond to different types of characters.
• Excellent communication and presentation skills.
• Ability to multitask, prioritize, and manage time effectively.