Customer Service Representative Job Description: Top Duties and Qualifications

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Last updated: June 22, 2022

A Customer Service Representative, or Customer Help Representative, is responsible for engaging with customers on behalf of their company. Their duties include answering phone calls or emails from customers to answer questions, participating in meetings with the customer service team to discover new communication tactics and maintaining expert knowledge about company products or services to best help customers.

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Customer Service Representative duties and responsibilities

A Customer Service Representative’s duty is to support customers. This main responsibility covers lots of duties, such as:

  • Providing introductory information to new customers
  • Ensuring that customers are satisfied with products or services
  • Following up with clients or customers to check that they’re still satisfied with any purchases
  • Letting customers or clients know about additional products or services
  • Determining the quickest, most effective ways to answer a client’s or customer’s questions
  • Escalating queries and concerns
  • Troubleshooting common issues with a product or service
  • Working with a team of CSRs and other departments to find appropriate solutions
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Customer Service Representative Job Description Examples

What does a Customer Service Representative do?

Customer Service Representatives typically work for corporations as a part of the customer service department. They help customers order and return products and assist them in assembling or repairing products by offering advice.

Their job is to maintain a professional, positive manner when talking with customers in-person, over the phone or by email. They may also need to handle customer complaints and provide discounts, free products or additional services to preserve customer loyalty.

Customer Service Representative job description intro paragraph

When writing a Customer Service Representative job description, start by introducing the job and company to prospective Customer Service Representatives. Briefly highlight the work environment, what sets your company apart and why the role is important to your company.

For example:

“Company ABC is looking for a positive and professional Customer Service Representative to join our growing team in Austin, TX. In this role, you’ll be our customers’ first point of contact, responsible for delivering a best in class customer support experience.

At Company ABC, we’re committed to fostering an environment that’s welcoming, inclusive and respectful. We’re proud to have a 4.5 star rating on Indeed Company Pages from our employees. We also offer plenty of opportunities to advance into management since we promote from within.”

Customer Service Representative skills and qualifications

Customer Service Representatives need a variety of skills and qualifications to succeed, including:

  • Interpersonal and customer service skills
  • Analytical and problem-solving skills
  • Multitasking and organizational skills
  • Ability to answer a high volume of calls and/or emails daily
  • Ability to share work among a customer service team
  • Attentiveness and patience
  • Time-management skills
  • Ability to find the positive in any situation

Customer Service Representative salary expectations

A Customer Service Representative makes an average of $13.55 per hour. Pay rate may depend on level of experience, education and the geographical location.

Customer Service Representative education and training requirements

Customer service jobs don’t require any type of formal education. However, candidates should have a high school diploma or GED. Some candidates may have an associate degree or higher in a related field, but work experience and skills are ultimately more important than education credentials for these positions. CSRs usually undergo on-the-job training to learn about the company’s policies and procedures. 

Customer Service Representative experience requirements

Entry-level CSRs can start with no prior experience, especially if they have a degree. Ideal candidates, though, will have one to three years of experience in a customer-facing role. Applicants with more experience (five or more years) are best suited for management roles or a customer service position involving some type of leadership responsibilities.

Job description samples for similar positions

If the job description for the Customer Service Representative does not suit your needs, view descriptions for related professions:

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Frequently asked questions about Customer Service Representatives

 

What is the difference between a Customer Service Representative and a Technical Support Representative?

Although Customer Service Representatives and Technical Support Representatives both help customers with questions and concerns, their level of expertise may differ. The main difference between a Customer Service Representative and a Technical Support Representative is that Customer Service Representatives typically receive customer feedback and answer questions to the best of their abilities. 

In contrast, Technical Support Specialists have IT training, which helps them provide advanced expertise to customers in setting-up and navigating electronic devices. They use their knowledge and device manuals to help customers troubleshoot problems with their devices and decide what to do moving forward. 

 

What are the daily duties of a Customer Service Representative?

On a typical day, a Customer Service Representative starts by reviewing their phone messages and professional email. They work to respond to customer complaints, questions and general feedback in a timely manner. Throughout the day, they participate in meetings with the rest of the customer service department. They ask questions about complex customer situations in hopes of improving the quality of their responses. They also listen to PowerPoint presentations about new products and customer reviews to aid in their understanding of the company’s offerings. 

Once back at their desk, they multitask between answering phone calls or chat messages from customers. After answering questions or receiving feedback, they fill out a customer service form to describe the incident and its resolution. They file these forms into digital categories like customer complaints, questions or praise for future review.

 

What qualities make a good Customer Service Representative?

A good Customer Service Representative is someone who displays excellent patience under pressure. Being patient allows them to maintain a professional manner when talking with upset or confused customers. Further, it helps improve customer loyalty because they make customers feel valued and provide solutions for them. Customer Service Representatives should also have extensive knowledge of their company’s products and may even purchase them to help provide comprehensible advice about using products. For example, a Customer Service Representative who uses one or their company’s software applications may help customers learn how to download and use it appropriately.

 

Who does a Customer Service Representative report to?

Customer Service Representatives typically report to the Customer Service Manager. Customer Service Managers provide Representatives with insights into how to approach complicated customer interactions. They also train Customer Service Representatives on how to talk about the company’s products or services.

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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    Last updated: May 07, 2021