Customer Service Representative Job Description Template

Job title

Customer Service Representative

Job summary

[Company name] is seeking a dependable customer service representative to join our team in [city, state]. In this role, you will answer customer calls, chats and emails, listen to and diagnose customer issues and support our team’s commitment to safety, quality and service.

Responsibilities

• Answer customer calls, chats and emails
• Listen to and diagnose customer issues
• Process orders, payments, returns and account changes
• Resolve complaints or escalate complex issues
• Document interactions in a CRM or ticketing system
• Follow scripts, policies and quality standards
• Identify opportunities to offer products or services
• Follow company policies, safety procedures and applicable regulations

Required qualifications

• High school diploma or equivalent
• Working knowledge of crm and ticketing systems and product and policy knowledge
• Empathy and patience
• [Add role-specific requirements, such as driver’s license or ability to pass a background check, if job-related]

Preferred qualifications

• HDI Customer Service Representative (HDI-CSR)
• NRF Foundation customer service and sales credential
• CRM software certifications
• Experience with CRM platforms such as Salesforce or Zendesk

Skills

• Typing and multitasking
• Order and payment processing
• Written communication
• Basic troubleshooting
• Active listening
• Problem-solving

Work environment and schedule

Reps work in call centers, offices, retail stores and, increasingly, from home. The job involves sitting at a computer with a headset for most of the shift. Full-time and part-time shifts; many centers operate evenings, weekends and holidays. Remote roles are common.

Pay and benefits

$[min]–$[max] per [hour/year], depending on experience. [List benefits: health insurance, paid time off, retirement plan, training and certification support.]

Equal opportunity

[Company name] is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status or any other characteristic protected by law, and we provide reasonable accommodations upon request.