So, you’re looking to hire some new customer service representatives.

Great. So is every other company.

However, 58% of customer service reps plan on leaving their current role in customer service. How do you set your company apart from the crowd and get people interested in staying in customer service?

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To start, read our tips for writing the perfect customer service job description, along with our clear, engaging job description template.

Tips for Writing the Best Customer Service Job Description

1. About [Your Company]

The first section functions as the point where candidates will either be unimpressed and close the tab or excitedly continue reading. Therefore, it is essential for this section to be a great representation of your company, its values, and its culture. If you and your coworkers are passionate about working at your company, show that to candidates so they can see what they’d be missing if they chose to apply elsewhere.

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In the Toyota Financial Services Customer Service Team Member job description, the Who we are section immediately inspires candidates with gripping adjectives and the exciting opportunities for innovation, customer satisfaction, and even changing the world.

By pushing the best qualities of your company right from the get-go, candidates will not just be interested in working in customer service. They’ll be interested in working in customer service at your company.

2. Overview

In this section, you want to highlight the basic qualities of your customer service team, and lead into the role candidates will play in it. You should be showing candidates that you believe the team is an essential part of the overarching company. Using generic terms, then, makes the customer service team seem lackluster and unimportant.

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In the job description for a Glossier gTEAM editor (a.k.a. customer service representative), the brand emphasizes that gTEAM editors are crucial parts of the company and strong representations of the company’s values and mission. Glossier understands the importance of customer service and clearly wants to hire people who are both passionate about customer service and excited to be doing it specifically for Glossier. This reminds people that, even in a remote position, their personalities still matter.

Be sure to carefully craft this section with a specific target candidate in mind. Show that you genuinely care about the character of the people you hire, especially since customers trust information given by customer service more than that of any other business unit. Clearly, the best candidates aren’t just good at their job; they’re also good, honest people.

3. Responsibilities

This part may seem self-explanatory, but there is something to say about companies who can articulate the responsibilities of the position in an artful manner. Reading 20 bullet points, each with a long sentence describing that responsibility, might scare candidates off. Try to keep it brief and highlight the main points.

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In the job description for HubSpot's Customer Support position, HubSpot condenses the responsibilities to just six bullet points. It’s concise but still gives enough information for a candidate to understand the role. The best candidates will read thoroughly, understand what they’ll be tasked to do, and prepare themselves to ask questions regarding those responsibilities in an interview.

In a list of responsibilities, you want to find a balance between being very clear about the role and not overwhelming candidates with an endless list of tasks. Therefore, the candidates will recognize whether or not they are ready to tackle the duties at hand.

4. Qualifications

In this section, you will discover the hidden gems of candidates. This is your opportunity to list what you’re truly looking for for this position. Don’t hold back, as this section also helps potential candidates understand whether or not they are qualified for the position and what they should prepare to speak about in an interview.

You can also split this section up into two parts: skills and characteristics. This would help you organize your qualifications between professional and personal, but this may not be effective if your qualifications are intertwined.

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In this job description for an Amazon Customer Service Associate position, Amazon lists a plethora of knowledge and skills required for the position, separated into categories like communication and problem-solving. Rather than being overwhelming, this actually benefits the candidate and shows them that Amazon prides itself on hiring very skilled, capable employees.

You don’t want to hire an unqualified employee. It’s much better to list out all the skills and knowledge they need to be successful, as this will ensure the most mutually-beneficial relationship.

5. Details

Adding details is not necessary, but if there is any extra information a candidate should know, this is where you might tack it on. This may include daily hours, location vs. remote, basic education requirements, benefits, training information or dates, options for full-time vs. part-time, etc.

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In the job description for an eBay Call Center Representative, eBay includes an extensive list on all the benefits of the job, plus some information on the hours and location. While this section isn’t necessary, it may sway some candidates towards or away from applying. It's helpful when a candidate realizes they can’t meet some of the basic needs of the position; it saves both parties’ time if they move on in their job search.

Now that you’ve learned some key takeaways about building the best customer service job description, take a look at this template to get you started. And, remember, the most important thing is to add your company’s personal touch to transform a basic, formal job description into a passionate, exciting one.

Customer Service Representative Job Description Template

Customer Service Representative [or title of the open position]

About [your company]:

Here at [your company], we pride ourselves on our [qualities that your company holds dear]. Our mission is [your mission]. [Some company values] are some of our many values, and we hire people who are ready to embody these qualities every single day. [Some personal remarks about your company].

Overview:

We at [your company] recognize the value that our Customer Service team brings to the company. As the face of the company to most customers, the Customer Service team gets the opportunity to build a strong customer experience and lasting relationship with our customers. [Some personal additions about your Customer Service team]. We are looking for a [some adjectives you admire] person to join our Customer Service team. If you are passionate about working with customers and have an interest in [your company’s industry], this is the perfect position for you!

Responsibilities:

  • The first item on this list should be the primary objective of this role: what the employee will be doing every day, what they'll be measured on, and how they'll do it.
  • [Example:] Use empathy and active listening when attempting to find solutions to customer problems

Qualifications:

  • The first item on this list should be the most desired skill or knowledge for the role: this is something without which the candidate will find it very difficult to be successful in the position
  • [Example:] Outstanding communication skills

Details: [if applicable]

  • The first item on this list should be the most important detail that the candidate needs to know: this may be a top-selling benefit or basic needs that they need to fulfill the position
  • [Example:] Required to work Monday through Friday, 3 pm to 12 am

Customer Service Manager Job Description Template

Customer Service Manager [or title of the open position]

About [your company]:

Here at [your company], we pride ourselves on our [qualities that your company holds dear]. Our mission is [your mission]. [Some company values] are some of our many values, and we hire people who are ready to embody these qualities every single day. [Some personal remarks about your company].

Overview:

We at [your company] recognize the value that our Customer Service team brings to the company. As the face of the company to most customers, the Customer Service team gets the opportunity to build a strong customer experience and lasting relationship with our customers. [Some personal additions about your Customer Service team]. We are looking for a [some adjectives you admire] person to lead our Customer Service team as the Customer Service Manager. If you are passionate about working with customers and have an interest in working as a manager in [your company’s industry], this is the perfect position for you!

Responsibilities:

  • The first item on this list should be the primary objective of this role: what the manager will be doing every day, what they'll be measured on, and how they'll do it.
  • [Example:] Hire and train new customer service representatives

Qualifications:

  • The first item on this list should be the most desired skill or knowledge for the role: this is something without which the candidate will find it very difficult to be successful in the position
  • [Example:] 3+ years experience in a managerial role

Details: [if applicable]

  • The first item on this list should be the most important detail that the candidate needs to know: this may be a top-selling benefit or basic needs that they need to fulfill the position
  • [Example:] Required to work in Cambridge, MA
Next, read about some customer service training ideas for your new customer service employees.

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Originally published Jun 27, 2018 7:00:00 AM, updated June 27 2018

Topics:

Customer Support & Service Careers