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Customer Service Representative Job Description: Top Duties and Qualifications

Last updated: April 25, 2024

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 consumers to respond to 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 assist patrons.

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customer service representative duties and responsibilities

Illustration of rep using headset. Text reads: "Sample customer service duties:Answer incoming customer calls,Turn frustrated clients into repeat customers,Update customer service databases,Stay updated on product knowledge"

A Customer Service Representative’s primary duty is to support customers. To fulfill this main responsibility, they may perform the following tasks:

  • Providing introductory information to prospective and new customers
  • Ensuring that consumers are satisfied with products or services by handling complaints and inquiries
  • Following up with clients or customers by phone or email to check that they’re still satisfied with their purchases
  • Letting patrons know about additional products or services that might benefit them
  • Determining the quickest, most effective ways to answer a client’s or customer’s questions
  • Escalating queries and concerns, when necessary
  • Troubleshooting common issues with products or services
  • Working with a team of CSRs and other departments to find appropriate solutions to problems
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Customer Service Representative Job Description Examples

Example 1

Customer Service Associate (Office Assistant)

At American Signature Inc., we believe everyone has the right to a well-furnished life. Every day, our customers embark upon their personal style journey—an adventure. To that purpose, we are committed to providing our customers with an easy and fun furniture shopping experience. The Customer Service Associate is critical in ensuring we meet that goal. This person serves customers by answering questions, forwarding messages, confirming orders, scheduling deliveries and keeping customers informed of their order status. The Customer Service Associate is responsible for executing all office operations.

Some of the functions the Customer Service Associate will perform:

  • Embodies our values: Serve Others and Own It
  • Assists in fostering an energetic and positive working environment
  • Frequently communicates with customers via phone
  • Partners with all team members to create an easy transaction and great in home delivery service
  • Develops strong relationships with customers who shop with us in-store and online
  • Listens to the customers needs and presents possible options

    The Ideal Candidate will have, among other skills and abilities:

  • High school diploma or general education degree (GED); or equivalent combination of education and experience
  • Ability to read, write and comprehend simple instructions, short correspondence, and memos
  • Demonstrated ability to handle customer calls displaying good phone skills
  • Track record of serving others and putting team goals first
  • Owners mindset; takes ownership over everything within scope of responsibility
  • Proactive approach; identifies and solves problems

    Why you ll want to join our team:

  • Join a historic, family-owned business that has helped furnish the lives of customers for more than 70 years
  • Comprehensive medical, dental, and vision benefits including a 401k plan
  • Growth. Our team members are encouraged to develop and move into more challenging roles as their career progresses.
  • Employee discounts at our affiliate brands which include Value City Furniture, American Signature Furniture, DSW, and American Eagle Outfitters

    Job Types: Full-time, Part-time

    Pay: From $15.00 per hour

    Benefits:
  • Employee discount
    Shift:
  • 8 hour shift
    Weekly day range:
  • Weekend availability

    Ability to commute/relocate:
  • Saint Ann, MO 63074: Reliably commute or planning to relocate before starting work Location: One location

    • Example 2

    Cottage Lake Veterinary Hospital is seeking a veterinary customer service representative. Our practice currently consists of 3 Full-Time Veterinarians and 10 support staff. We are a family-owned, Private Practice, AAHA-accredited hospital, Open Monday Friday weekly.

    We are proud to offer a wide range of veterinary services to the community of Woodinville and surrounding areas. We provide services for small animals including dentistry, nutritional counselling, digital radiology, ultrasound, wellness and vaccination programs, routine as well as specialty surgery, laser therapy, and more.

    Our community expects world-class customer service and consistency from our front-desk staff so they can trust those who are caring for their pets. We pride ourselves on being able to maintain our excellent reputation in our community.

    We are looking for an experienced, team oriented, customer service driven individual who understands the role the front desk staff plays to be the "face" of Cottage Lake Veterinary Hospital. Our client representative team is essential to the daily success of our clinic. And their ability to uphold the positive presentation and efficient skills to ensure scheduling and communication success are extremely valued.

    The role of Lead CSR is available to the right candidate. This position reports directly to the Practice Manager and Chief of Staff, and includes the responsibilities of coaching and training CSRs in all aspects of customer service skills, adapting customer service protocols to meet our clients' and patients' needs, and setting and tracking goals with hospital management.

    WHAT YOU LL NEED TO Succeed:

  • Reliability
  • Attention to detail
  • Enthusiasm, energy and a positive attitude
  • A strong desire to educate and build solid relationships with clients
  • Excellent communication skills
  • Team Mindset
  • Fear Free Certification is a huge bonus!
  • Minimum 1-2 years of Customer Service Experience
  • Veterinary Experience is preferred, but not required

    WHAT WE OFFER

  • Generous employee pet discount!
  • Medical, dental and vision insurance
  • IRA
  • Opportunity for personal, professional and financial growth
  • 4 Day work schedule
  • Respect of a work/life balance!
  • Paid Time Off
  • Privately Owned, Non-Corporate Practice
  • Bonus Pay

    A workplace that focuses on providing the best for its patients and team members. We take great pride in our Team, Culture, Quality of Care, Client and Patient Advocacy and Team Engagement and Retention.

    Job Type: Full-time

    Pay Range Starts at: $18.00/hour dependent on experience

    We look forward to meeting you!

    Supplemental pay types:

  • Bonus pay

    Work Location: Woodinville, WA

    Job Type: Full-time

    Pay: $18.00 - $25.00 per hour

    Expected hours: 30 40 per week

    Benefits:
  • Dental insurance
  • Employee discount
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision insurance
    Schedule:
  • Monday to Friday
  • Weekends as needed
    Supplemental pay types:
  • Bonus opportunities



    Ability to commute/relocate:
  • Woodinville, WA 98077: Reliably commute or planning to relocate before starting work (Required)

    Experience:
  • Customer Service: 1 year Location: In person

    • Example 3

    Customer Service Representative
    **
    Job Summary:
    Are you passionate about making a positive difference in customer's lives? Do you find it rewarding to help customers? Do you have a talent for understanding a customer's unique needs and finding a solution? If so, apply today!
    **
    Job Description:
    Join the American Family Insurance Agency team in !

    As a customer service representative, you will be responsible for answering questions and discussing product offerings with customers to help meet their unique needs. You'll coordinate prospecting through direct mail and personal insurance reviews, entering leads, pulling motor vehicle and claims reports, entering new applications and submitting changes on existing policies.


    Compensation & Benefits:
    Competitive hourly pay rate plus 20% New Business Commission on policies written and/or bonuses
    401K Match

    50% Health Insurance Premium Reimbursement

    Paid training
    Paid Time Off

    Position Requirements:
    High school diploma or equivalent
    Two years of customer service experience preferred
    Property and Casualty insurance licensing is preferred before starting and is required after 30 days of beginning employment. Agency will reimburse for one Passing State Licensing Test if obtained within the first 30 days of employment.

    We believe people are an organization's most valuable asset, and their ideas and experiences matter. From our CEO to our agency force, we're committed to growing a diverse and inclusive culture that empowers innovation that will inspire, protect, and restore our customers' dreams in ways never imagined.

    The customer service representative is a staff member of the agency and not an employee of American Family Insurance.

    Location: 10202 149th Street East, Puyallup, Washington 98374

    Job Type: $18.00 - $24.00 per hour

    Example 4

    Customer Service Representative Needed

    BRT Extrusions is a leading aluminum extrusion manufacturing company located in Niles, Ohio looking for a Customer Service Representative for our expanding sales department. *Experience working with manufacturing or industrial service companies strongly preferred.*

    Responsibilities:
  • Effectively collaborating across departments to ensure all internal and external customer needs are met.

  • Working with Customers professionally on all inquiries
  • Entering data for sales orders
  • Able to work professionally with Production and Shipping to ensure orders are processed to customer specifications.
  • Building strong working relationships with customers

    Requirements
  • 2-3 years working customer service
  • Proficient with Microsoft Office
  • Be able to work independently, self-motivated with a competitive nature

  • Have excellent time management skills
  • Exceptional communication and presentation skills

    What We Offer:
  • Health insurance
  • Dental & vision insurance
  • Life insurance
  • 401(K) with employer matching
  • Paid training
  • Paid vacation
  • Work from your home office

    Job Type: Full-time

    Pay: $16.00 - $18.00 per hour

    Benefits:
  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance
    Schedule:
  • Day shift
  • Monday to Location: One location

    • Example 5

  • JOB Summary

  • The CSR facilitates the patient registration flow, including such activities as patient identification; gathering demographic information; securing accurate financial information; obtaining required signatures and documents; and entering registration data into hospital information computer system.

  • The CSR is also responsible for managing phone calls. Schedules patient appointments and directs patients appropriately to the correct departments.

  • may work in many areas throughout the outpatient offices (Healthcare Associates, Pediatrics, Walk-In Care, RMH Specialists, Medical Specialty Services), and Admissions/Call Center departments.

  • This is a dynamic position that will allow the CSR to assist patients in many different ways and by utilizing many personal and professional skills.

  • Minimum Qualifications

    Knowledge & Experience

    Skills-

  • Ability to prioritize, good communication and interpersonal skills, maintain composure in all situations, possess professional demeanor, able to adjust to change, ability to problem solve and work independently and ability to work under stressful conditions, ability to remain focused and attention to detail.

    Knowledge-

  • Computer systems, typing, public relations, basic office clerical duties.

    Education-

  • High school diploma required.

    Experience-

    Authority and Accountability

  • Is accountable for facilitating the patient's access into the hospital and affiliated offices in a pleasant and professional manner

  • Promotes good public relations through contact with patients, visitors, vendors and fellow employees and other phone contacts.

  • Must preserve the confidentiality of patient and hospital information.

    Aptitudes

  • Must be able to prioritize, utilize critical thinking, and adjust to change.

  • Must be able to reason and use logical problem-solving skills.

  • Performs duties that require some latitude for independent judgment and initiative in handling situations out of the ordinary.

    Location: Rush Memorial Hospital HCA Full Time, Days, 8

    Job Type: Full-time

    • What does a Customer Service Representative do?

    customer service representative typically work for corporations as part of the customer service department. They help customers order and return products, answer questions about usage and assist consumers with assembling or repairing products by offering advice. By maintaining a professional, positive attitude when talking with customers in person, over the phone or by email, they can deescalate situations, aiding in improved customer retention rates.

    They also handle customer complaints and provide discounts, free products or additional services to preserve customer loyalty. Serving as the face of the company, Customer Service Representatives can have a major impact on the overall consumer experience and customer satisfaction rates when they perform their job duties successfully.

    Customer Service Representative skills and qualifications

    To succeed in their roles, Customer Service Representatives need a variety of skills. Some qualifications that can indicate a quality candidate for your open position include:

    • Interpersonal and customer service skills to ensure positive interactions with customers
    • Analytical and problem-solving skills to diagnose problems and recommend effective solutions
    • Multitasking and organizational skills to work on multiple issues at one time
    • Active listening and communication skills to handle patrons who may be upset
    • Time-management skills to respond to customer emails, calls and web chat messages promptly
    • Teamwork skills to collaborate with representatives and coworkers in other departments
    • Ability to remain upright and stationary for long periods during a shift
    • Technical skills to use voice-over-IP phones and customer records management, word processing, database, email and chat software programs

    Customer Service Representative experience requirements

    Because the position typically involves on-the-job training, entry-level Customer Service Representatives can start with no prior experience, especially if they have a degree in a relevant field. However, you may wish to prioritize candidates who have a few years of experience in a customer-facing role, such as working as a Cashier, Server or Sales Associate. For supervisory roles or a customer service position that involves some type of leadership responsibilities, such as a trainer, candidates with a few years of previous work history as a Customer Service Representative may be a better fit for your open position.

    Customer Service Representative education and training requirements

    There are typically no formal education requirements for Customer Service Representatives, as most new hires undergo on-the-job training to learn about the company’s products, policies and procedures. Some candidates may have an associate degree or higher, but work experience and skills are ultimately more important than education credentials for most positions.

    In some cases, Customer Service Representatives may need to earn credentials before assisting clients. For example, Customer Service Representatives who work in finance or insurance may need a state license to sell products or provide advice to clients. If your business is in a regulated industry, you may want to consider only candidates who already have the necessary licensing or certification.

    Customer Service Representative salary expectations

    According to Indeed Salaries, the average salary for a Customer Service Representative is $63,033 per year. Pay rates vary based on level of experience, education and geographic location.

    Job description samples for similar positions

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    Customer Service Representative FAQs

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

    Although both Customer Service Representatives and Technical Support Representatives help customers with questions and concerns, their focus differs. Customer Service Representatives typically receive customer feedback and answer questions to the best of their abilities. However, Technical Support Specialists have IT training, which helps them provide advanced expertise to customers in setting up and navigating electronic devices. Technical Support Specialists use their knowledge and device manuals to help customers troubleshoot problems with their devices and decide what to do moving forward.

    What qualities make a good Customer Service Representative?

    Patience is an important quality for a Customer Service Representative, as the position involves dealing with dissatisfied people. Individuals who thrive in fast-paced environments and can adapt quickly to changing job duties are likely to excel in the role. Because policies and products may change over time, a willingness to learn is also beneficial.

    Who does a Customer Service Representative report to?

    A Customer Service Representative often reports to a Customer Service Supervisor or Team Leader. Customer service centers usually have several supervisors or team leaders who answer to a Customer Service Manager.

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