Customer Service Representative Job Description: Top Duties and Qualifications

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

Customer Service Representative Job Description Examples:

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Customer Service Representative

Now Hiring Customer Service Agents

  • for Short Term, Remote Positions

    As a Customer Service Agent, your role will be to focus on providing the correct resolutions for both customers and the business. You will handle customer relationships and assist with their individual service needs whilst delivering best-in-class customer service.

    Please note: This opportunity is both short-term

  • and
  • remote.

    Responsibilities

  • Handle specific Inbound/Outbound calls from customers

  • Recognize individual customer service needs and resolve their inquiry

  • Provide resolutions at the first point of contact, avoiding transferring the call or having customers call again

  • Handle complaints and call out any issues where appropriate

  • Provide excellent customer service, negotiation, and interpersonal skills, with the ability to recognize and support the specific needs of the most vulnerable customers

  • Maintain and update customer related information systems to ensure that our client hold accurate records; collect and access appropriate information relevant to type of call

  • Respond to customers through a variety of channels including telephone (both inbound and outbound), internet, and written correspondence as appropriate

  • Acquire detailed knowledge of product ranges and services to provide excellent service

  • Serve customers across the product portfolio and resolve a wide range of common inquiries

    Qualifications

  • High School Diploma

  • Experience in contact/call center

  • Good/Excellent Computer Skills

  • Ability to work with MS Word, Excel and Power Point

  • Effective time management and self-accountability

  • Excellent Written and Verbal Communication Skills

  • High level of professionalism

    We are an Equal Opportunity Employer and consider applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws.

    Job Type: Full-time

    Salary: $16.00 /hour

    Experience:

  • Customer Service: 3 years (Required)

    Work authorization:

  • United States (Required)

    Work Location:

  • One location

    Benefits:

  • Work from home

    Communication method(s) used:

  • Email

  • Phone

  • Chat

    Schedule:

  • Weekends required

  • Holidays required

  • Night shift

  • Overtime

  • Overnight Temporarily due to Covid-19
  • ×

    Customer Service Representative

    Tired of your traditional 9-5? Ever wanted to make an abundance of money from the comfort of your own home? If you own your own personal computer and want a career CSB Enterprise LLC is the career path for you to take. Not only do we offer great pay but we also offer a wide variety of incentives and benefits. There is plenty of growth opportunity with the company, and positions are filling up fast. Please be computer savy, willing to purchase/operate a dual monitor system and willing to work 40 hours a week.

    Job Type: Full-time

    Salary: $9.50 to $13.00 /hour

    Experience:

  • Computer Literacy: 1 year (Required)

  • Computer Skills: 2 years (Required)

  • Customer Service: 2 years (Required)

  • Computer Operation: 1 year (Required)

    Working Days:

  • Monday (Preferred)

  • Tuesday (Preferred)

  • Wednesday (Preferred)

  • Thursday (Preferred)

  • Friday (Required)

  • Saturday (Preferred)

  • Sunday Are you able to obtain a;

    Land line phone and a dual monitor computer system (If you don't already have)

  • ×

    Customer Service Representative

    WE ARE Currently Conducting Phone Interviews & Zoom Video Interviews

    Multiple position openings

  • Office Location:
  • Dallas, TX / Remote - Work from Home - Must live in Texas

  • Representative:
  • 20 - 25 Positions

  • Supervisor:
  • 6 Positions

    Representatives are assigned a Territory within proximity of their residence.

    We have open territories throughout:

  • Dallas County

  • Tarrant County

  • Denton County

  • Collin County

  • Rockwall County

  • Kaufman County

  • Ellis County

  • Johnson County

    We are looking to fill multiple Service Representative and Supervisor positions in a very fast-paced environment. We are a growing company looking for high-energy individuals. Candidates must enjoy helping clients, building relationships with clients and must maintain relationships. Candidates must be able to handle multiple client accounts while continuing to grow the business. You must stay current with the benefits available to clients through our continuing education training programs. Provide excellent service to clients and be in constant contact.

    As a representative you will serve client families in designated territories throughout the Area. You will be assigned a territory in accordance with your place of residence. You will be sitting with the client’s one on one and serve as the client's point of contact and creating an ongoing relationship.

    Responsibilities:

  • Provide explanations to clients

  • Build rapport with clients

  • Provide recommendations based on clients needs

  • Help clients with basic maintenance

  • Develop and Maintain client relationships

  • Stay in constant contact with clients

  • Process client requests

    Requirements:

  • 1 Year of customer service related experience

  • High school diploma/GED

  • High energy and outgoing personality

  • Excellent communication skills

  • Willingness to work Saturday or Sunday

    Full-Time Representative:

  • 65,000 – 72,000

    Benefits:

  • Eligible after 90 days for Representative, Spouse and children

    Job Type: Full-time

    Salary: $65,000.00 to $72,000.00 /year

    Work authorization:

  • United States (Required)

    Additional Compensation:

  • Bonuses

    Work Location:

  • Multiple locations

    Benefits:

  • Health insurance

  • Dental insurance

  • Vision insurance

  • Retirement plan

  • Flexible schedule

  • Professional development assistance

    Communication method(s) used:

  • Email

  • Phone

  • In person

    Schedule:

  • Monday to Friday

  • Weekends required

  • Day shift

  • Night shift

  • Overtime

    Benefit Conditions:

  • Waiting period may apply

  • Only full-time employees Temporarily due to Covid-19
  • 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 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:

    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.

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      Last updated: May 07, 2021