Customer Service Representative job description template

Customer service representatives answer questions, solve problems and keep customers happy by phone, email, chat or in person. At a small business, they often handle orders, returns and billing questions too. A strong post explains which channels they'll cover, what customers usually contact you about and how much authority they have to fix problems.

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Customer Service Representative

Full-time
Your Company is hiring a patient, friendly customer service representative to help our customers by phone, email and chat. You'll answer questions, track down orders, fix problems and make sure every customer feels heard. We'll train you on our products and systems. If you're a good listener who likes solving problems and following through, we'd love to hear from you.

What you’ll do

  • Respond to customer calls, emails and chat messages promptly and courteously
  • Look up orders, accounts and shipping status and give customers clear answers
  • Process returns, exchanges, refunds and billing corrections according to our policies
  • Troubleshoot common product or service problems and walk customers through fixes
  • Document every conversation and follow-up in our help desk or CRM
  • Escalate complex issues to the right person and follow up until they're resolved
  • Identify recurring complaints and share them with the team so we can fix the cause

What we’re looking for

  • Clear, friendly communication by phone and in writing
  • Patience and a calm manner with frustrated customers
  • Comfortable using computers and learning new software quickly
  • Able to type accurately while talking with a customer
  • Good judgment about when to solve a problem yourself and when to escalate it

Nice to have

  • Previous customer service, call center or retail experience
  • Experience with help desk software such as Zendesk, Gorgias or HubSpot Service Hub
  • Experience with Shopify or another e-commerce platform

Schedule

Full-time, Monday through Friday during business hours, with some rotating evening or weekend shifts if we offer extended support.

What we offer

  • Full training before you take your first call
  • Paid time off after an introductory period
  • Employee discount on our products or services
  • Health benefits for full-time team members

Add your pay, location and schedule when you post. Jobs that show pay get noticeably more applicants.

Screening questions for a customer service representative

Ask these on the application form to sort applicants quickly. They’re added automatically when you post this template.

  • Are you comfortable handling customer phone calls for most of your shift?Yes / No · required
  • Which customer service or help desk tools have you used?Short answer
  • Tell us about a time you turned an unhappy customer into a satisfied one.Paragraph

Customer Service Representative interview questions

  1. A customer emails in all caps saying their order is late and they want a refund. How do you reply?
  2. How do you stay patient when a caller is rude or raising their voice?
  3. Tell me about a time you couldn't give a customer what they wanted. How did you handle it?
  4. How do you make sure you keep the promises you make to customers?
  5. What do you do when you don't know the answer to a customer's question?
  6. How do you balance handling contacts quickly with getting each one right?
  7. What's one thing a business did that made you a loyal customer?

Tips for hiring a customer service representative

  • Ask candidates to write a reply to a sample customer complaint. It shows tone, accuracy and grammar in a few minutes.
  • If most of the job happens on the phone, hold the first interview by phone too.
  • Write down your refund and escalation rules before you hire, so you can tell candidates exactly what they'll be able to decide on their own.
  • Look at applicants from retail and hospitality. People who've handled busy counters often make excellent reps.