3 Steps To Writing A Customer Service Job Description

customer_service_job_description

We have recently shared posts on a variety of topics, ranging from Red Ventures’ effective recruiting process to a few innovative ways to showcase company culture during the interview process. Our goal is to help you make recruiting your company’s competitive advantage, so that when it comes to sourcing talent, interviewing candidates, and your hiring process, you’re at the top of your game.

In this post, we will be focusing on 3 key steps to writing a good customer service job description so that when a customer service role needs to be filled, your company can announce the open position and ensure that the most qualified applicants apply.

1. Identify Attributes of a Great Customer Service Candidate

Before you begin writing your customer service job description, you need to understand and identify exactly what will make a great customer service representative at your company.

Start by interviewing hiring managers to know exactly what you’re looking for. This will help you filter out unqualified candidates, target the right individuals during sourcing efforts, and structure interview questions that assess the right things. Lucky for you, awhile back we sat down with Jean Walters, our Director of Customer Success, to chat about what’s she looks for in customer success A-players. Check out her insights at the Greenhouse blog.

Outline these key attributes and competencies needed for your customer service role, and enter them into your candidate scorecard template.The role of customer service is very important to any business, as these individuals deal directly with your buyers, so it’s crucial they embody the necessary set of skills and competencies. Including these in your job description will give candidates a clear expectation of what is needed to succeed.

Successful customer success representatives often share a few of the below competencies:

  • Communication Skills
  • Listening Skills
  • Interpersonal Skills
  • Problem Solving
  • Attention To Detail and Accuracy
  • Initiative
  • Adaptability
  • Market Knowledge
  • Multi-tasking
  • Documentation Skills

Don't forget your company's culture values! Every company has different core values, so be sure to explicitly define these before publishing your job description. This will help substantially when you begin writing your customer service rep job description, ensuring that every candidate carries these values and fits the mold you’re team is looking for.

2. Provide an Overview of General Tasks and Responsibilities

When writing a customer service representative job description, you’ll want to make sure you include their job tasks and responsibilities. Being as descriptive as possible will help potential candidates get a feel for what their day-to-day will look like, and if they’re a good fit for your company. For example, they may:

  • Deal directly with customers/consumers/clients/partners via telephone, email, or face-to-face
  • Answer customer queries in a time-efficient manner
  • Resolve customer complaints
  • Provide detailed information related to pricing, delivery, services, product offerings, etc.
  • Set up new customer accounts and profiles
  • Perform changes to existing customer accounts
  • Manage all customer accounts
  • Keep detailed records of all customer transactions and communication
  • Record details of inquiries, comments and complaints
  • Prepare and deliver customer service reports
  • Follow-up on customer requests and complaints

3. Think Beyond Generic Job Titles

Candidates want to see a clear title and job description that communicate what they will be doing in a role. However, this doesn’t mean “Customer Service Representative” is your only option.

A creative job title just might get stellar prospects excited about applying to your organization, because it can show how much you value the position. Here are a few examples of companies adding some flair to the generic customer service title:

7mLzl-i6-5q2mTsVHaJpCSfLIALShBa5R5Ndgfg0

When you’ve collected all of the information above, it’s time to take your first crack at writing a good customer service job description. It’s important to ensure your job descriptions mirror the tone, goals, and values of your company. Here are a few examples to give you a better idea of what is out there:

  • Monster - Customer Service Representative Job Description Sample

  • Zendesk - Customer Success Executive

The customer service role is crucial to the success of your business and directly impacts the way people feel about your brand, your company, and the products or services you provide. Individuals who fill this position are critical to your company’s mission because they serve as a direct link between you and the customer. They are the people who will be making a lasting impression on clients and customers they interact with.

By spending time carefully crafting your customer service rep job description, you set yourself up for hiring success!

Once you begin opening the doors and interviewing candidates, you use your candidate scorecard to help you get structured written feedback from all the members of your team conducting interviews.

Interview Scorecard

Filed Under:


Recruiter Tips