Customer Service Representative (CSR)
Download this pre-written, detailed and completed Customer Service Representative job description example for free to ensure that your job description is professionally documented. The Customer Service representative is a critical part of the Company’s mission, acting as a liaison between the Company and its customers to deliver timely and professional customer support.
This free download of the Customer Service Representative job description example outlines the profile of the Customer Service Representative position.
Exceptional communication and interpersonal skills are necessary for a Customer Service Representative to assist customers with inquiries, questions, special requests, and complaints. Clear communication and a friendly and engaging personality are required to create positive interactions with customers.
A Customer Service Representative loves to talk. They are extremely empathetic and can put themselves in their customers’ shoes, advocating for them when necessary. They are there to solve the customers problems, confidently troubleshooting and investigating to gather information necessary to resolve customer complaints.
A successful candidate will always convey a positive attitude, patience, and remain calm when dealing with angry customers. A Customer Service Representative is an organized multitasker with excellent time management skills as they handle multiple inquires at once, keep records of customer information, and always promote goods and services offered by the company.
The goal of a Customer Service Representative is to maintain a high service standard and customer satisfaction, responding to customer inquiries with accuracy and efficiency.
Customer Service Representative Responsibilities
Here are a few responsibilities key to the Customer Service Representative position. For a full list, download the free pre-written Customer Service Representative job description template.
- Welcomes customers by greeting them; promptly answers or refers inquiries via email, online chat, telephone, or in person.
- Demonstrates clear and polite written and oral communication.
- Handles complaints, providing information with regards to delay of shipment, order placements and cancelations.
- Assists customers in returns and collection of the product or service.
- Answers questions regarding refunds and warranties.
- Informs customer of promotions and deals.
- Follows Company policies in order to process customer requests appropriately.
Customer Service Representative Skills
Here are a few required skills key to the Customer Service Representative position. For a full list, download the free pre-written Customer Service Representative job description template.
- A minimum of 35 words per minute typing speed or the ability to use voice to text software to support increasing digital communication and content generation
- MS Office suite
- Customer service skills
- General computer skills
Alternative Customer Service Representative Job Titles
The Customer Service Representative is also known as a Customer Service Rep, Customer Service Adviser, Service Adviser, Customer Service Agent, Customer Service Assistant, Customer Service Clerk, Call Centre Representative, Call Centre Agent, or Call Centre Operator.
Customer Service Representative (CSR) Job Description Components
This Customer Service Representative (CSR) job description includes the following components:
Position Details Provides fields to be completed including reporting structure, job classification, benefits eligibility, overtime exemption status, direct reports, eligibility for bonus, work location, internal and external relationships, supervision required, decision-making authority, travel required. Provides fields to be completed including position overview, responsibilities and accountabilities, job-related technical skills, experience, education, training, position success traits, as well as additional comments for position. A short, clear and accurate summary of the job position objective that includes the general responsibilities, goals, relationships with customers, staff, executives and results expected of incumbent employees. A comprehensive list of categorized key responsibilities, each indicating the percentage of time a high-level responsibility will take, along with the key tasks associated with each responsibility. A concise list of job-related technical/hard skills that include the specific knowledge and abilities required for success in the job. The necessity for proficiency, experience or familiarity of each task is specified. Provides a clear and specific list of experience, degrees, diplomas, certificiations, training, or disgnation required and preferred for the position. Provides a concise list of personality traits, competencies, or soft skills that lead to success in the position and career development. Provides a field to insert additional information that is necessary and specific for the job description.
Job-Related Technical Skills
Positions Success Traits
How is the Customer Service Representative (CSR) job description used?
Once completed, the Customer Service Representative (CSR) job description is used in the following ways:
The following pre-written job description templates are included in the Job Descriptions Samples Kit and represent standard or common job descriptions used in most companies. Accountant job description The Accountant is responsible for providing the company’s financial information to management by researching and analyzing accounting data and preparing reports, while being careful to comply with financial policies and regulations. The Accounting Clerk is responsible for ensuring accuracy of financial records through clerical and administrative duties. General tasks include assisting with reporting, bookkeeping, research and resolving discrepancies. The Office Manager organizes and coordinates office administration and procedures to ensure that day-to-day operations run smoothly, maintaining office systems and managing staff to ensure safety, efficiency, and organizational effectiveness throughout the office. The Administrative Assistant is responsible for general office administration to ensure efficient and smooth day-to-day operation of the office by providing administrative support to various office staff. The Receptionist is responsible for providing administrative support to various stakeholders. Being the first point of contact for any person contacting the company, it establishes first impressions and is the hub and glue of the business since they touch so many departments and have regular contact with all staff members. The Internal Help Desk Technician is a customer service position that resolves in-office issues related to hardware, software and other computer systems. This tech-savvy employee performs remote and in-office troubleshooting as well as regular maintenance to diagnose, resolve and maintain any IT related issues for employees. The IT Manager advises the company on IT solutions that will promote the highest level of growth and efficiency. This position serves as a translator between technical teams and senior management, managing staff, and researching and implementing technological strategic solutions. The HR Manager is responsible for recommending, creating, and administering Human Resources best practices, services, and programs that align with the company’s values, strategic and annual business plan priorities, mission, and departmental mandates. The Recruiting Manager works closely with hiring managers to manage sourcing, interviewing and the overall hiring process to ensure that qualified employees, contractors and consultants are hired to meet the company’s current and future workforce requirements. The Sales Representative uses sales expertise to sell the company’s product online, over the phone or in person to find out what their customers want and suggests products or services that will address their needs. Or The Account Manager acts as the point of contact for their clients, being responsible for building and maintaining strong, long-lasting relationships with clients on behalf of the company and providing them with products that best fit their individual needs. The Sales Manager focuses on maximizing sales team potential and developing new sales strategies to keep the company competitive and innovative, leading sales efforts by managing recruitment, objectives, coaching and performance monitoring of Sales Representatives. Or The Regional/District Sales Manager leads the sales team in a geographic region, responsible for developing and implementing a strategic sales strategy that generates growth and profitability for the business. The Customer Service Representative acts as a liaison between the business and its customers, providing customers with information to address inquiries regarding company products and services, while also resolving customer complaints, errors, and cancelations. The Customer Service Manager is accountable for providing department-level management and leadership to the Customer Services team. The position works closely with other departments, training institutions, industry groups, and employers to ensure the company fulfils its customer service mandate. The Graphic Designer crafts and edits visual pieces to convey information and communicate the company’s ideas in a more attractive way, acting as a visual storyteller who, with an understanding of branding and marketing, is responsible for engaging, informing, and inspiring the company’s audience. The Marketing Coordinator drafts reports, tracks results, coordinates content, builds relationships with sales teams, and supports all marketing strategies. Acting as the marketing manager’s right hand, a marketing coordinator helps implement marketing, advertising and branding plans. The Product Manager is the product expert, in charge of creating the road map that guides the product from ideation through development to launch, bridging the gap among all departments involved in production, including R&D, engineering, manufacturing, marketing and customer support. The Marketing Manager is responsible for the marketing department, managing an internal team of writers, designers, and product managers to identify what consumers want, and deliver solutions to help the company promote their products. This job description also includes a menu of components that applicable to the following positions: The CEO has overall responsibility for creating, planning, executing, and integrating the strategic direction of an organization. The CEO is in charge of major corporate decisions, managing the company’s resources, operations, and management team, providing strategic direction as well as creating a vision for success. The CFO is responsible for analyzing, strategizing, and growing the company’s financial position, providing critical financial strategies and performance management to guide the financial systems that empower the company. The CTO is responsible for all technology systems, processes, software design and development, acting as the technology and business expert alongside the CEO, providing leadership through their knowledge of technology, establishing the company’s technical vision, strategies, and plans for growth. The CMO oversees the planning, development, and execution of a company’s marketing initiatives, leading the marketing team with enthusiasm and guidance, overseeing all marketing operations and developing the company’s marketing strategy and vision. The CHRO provides organizational leadership and implements human resource strategies that support the overall business plan, strategic direction and goals of the business, building a strong credibility of the company's HR functions through leadership skills, professional qualifications, and integrity.
What other Job Description Sample Templates are included in this Kit?
Finance & Accounting
Accounting Clerk job description
Controller job description
The Controller oversees the Accounting Department’s day-to-day operations, maximizing returns on financial assets by establishing policies and procedures that are designed to mitigate risk, enhance accuracy of reported financial results, and ensure compliance with accounting principles.
Office Manager job description
Administrative Assistant job description
Receptionist job description
Internal Help Desk Technician job description
IT Manager job description
HR Coordinator job description
The HR Coordinator acts as a bridge between employees and the HR Generalist, being responsible for facilitating daily HR functions by assisting HR managers with administration support, payroll processes, employee records and recruitment.
HR Manager job description
Recruiting Manager job description
Health & Safety Manager job description
The Health & Safety Manager has functional responsibility for health and safety across the entire organization and works with all staff to ensure that strong health and safety focus, training and reporting are in place.
Sales Representative | Account Manager job description
Sales Manager | Director | VP job description
Customer Service Representative (CSR) job description
Technical Customer Support Specialist job description
The Technical Customer Support Specialist provides technical support to the company’s customers who need assistance with technical, hardware, and software system issues, providing excellent customer experience to clients with immediate and precise support on all technical issues.
Customer Service Manager job description
Graphic Designer job description
Marketing Coordinator job description
Product Manager job description
Marketing Manager | Director job description
CEO - Chief Executive Officer job description
COO - Chief Operating Officer job description
The COO is responsible for the efficiency of the business, overseeing the company’s ongoing operations and procedures, designing and implementing diverse business operations and establishing policies that promote the company’s vision.
CFO - Chief Financial Officer job description
CIO - Chief Information Officer job description
The CIO's goal is to create maximum business value through technology, lead planning of business growth objectives, and ensure tech systems and procedures lead to outcomes that align with the company’s business goals.
CTO - Chief Technology Officer job description
CMO - Chief Marketing Officer job description
CHRO - Chief Human Resources Officer job description
Accountant job description