Serving customers should be everyone's job at your organization. Whether your providing customers with the latest tech products, outstanding support services, or an efficient ecommerce experience, their satisfaction should be every employee's goal.
While all of your employees should put the customer first, there's usually one or more teams dedicated to supporting immediate customer needs and maintaining customer satisfaction. Their job ensures customers are happy with your products and will recommend your brand to others. These frontline employees act as a primary support resource and help users achieve their goals.
On a customer service team, this role is called a customer service representative. In this post, let's explain what a customer service rep does and show you what a job description looks like for this role.
Customer Service Representative
Customer service reps are customer-facing workers on your service team. Their job is to receive and answer questions, requests, and complaints from customers via the phone, email, social media, or in-person.
The customer service rep tends to be an entry-level position. However, depending on the size and age of your company, this role could hold significant weight. Once customer service reps master this position, they can move into other service, support, or customer success roles, following a loose customer service career path.
What Does a Customer Service Rep Do?
As mentioned before, customer service reps respond to customer requests and solve problems. They use their innate knowledge of the company and the organization's internal resources, like a knowledge base, to help customers achieve their goals.
Additionally, customer service can be proactive, too. Reps can solve problems before users recognize them by reaching out with product offers and company updates. For instance, your company might realize there's a bug in one of its latest products. Service reps would send out emails explaining how to troubleshoot the error before customers reach out to your team.
Where do customer service reps work?
Customer service reps typically work in offices or call centers and report to a customer service manager. In some cases, they may be assigned to a specific account or work with other members on the team to help every customer.
Not all customer service reps work in-house. In fact, it's common for reps to work remotely. Remote customer service reps work from home or another preferred workspace, giving them more freedom to travel, take care of their families, work other jobs, and get degrees while employed.
Now that you understand the responsibilities of a customer service rep, read the following job description to help you prepare for your next interview.
Customer Service Rep Job Description
Customer service representatives manage customer inquiries across a variety of channels. They respond to incoming requests quickly and fully solve customer issues, whether they are technical or service-based. The customer service representative notes these interactions by opening new customer accounts or updating existing records.
Additionally, this person processes orders, communicates company updates, and delegates customer inquiries to the appropriate person or team, when applicable. By providing an outstanding experience for customers, they improve customer retention and lead acquisition.
Ideal candidates present the following qualities:
Strong communication skills
Ability to make decisions on the spot
Patience and composure when dealing with angry customers
Strong organization skills
Attention to detail
Flexibility in the face of change
Desire to learn
Ability to multitask
Ideal candidates should have the following experience:
High school diploma, or equivalent
Experience working in a customer-facing role
Experience working with customers; experience with CRM systems a plus
This job description can act as an excellent reference whether you're looking to begin your career in customer service or hire a new rep for your team.
If you're interested in applying for a job in customer service, read about building a call center resume.
Originally published Aug 12, 2019 8:00:00 AM, updated June 15 2021