Get the tools you need to create a unique customer service job description that resonates with your ideal candidate:
- Clearly define the position and goals
- Write a stand-out job description
- Properly evaluate applicants
As a customer service lead, I’ve learned that crafting the perfect customer service job description requires a blend of creativity and clarity.
The initial customer service agents I hired ended up shaping our company’s entire customer experience.
At first, I considered myself lucky to find excellent customer service professionals. Now, I understand luck has nothing to do with it.
Here’s my insight on how to catch the eye of customer service specialists who care just as deeply about your customers as you do. And how to clarify your goals as a manager before you even start writing a job description or interviewing candidates.
The fact you’re taking time to research this process is awesome. And while there’s plenty of great advice below (IMHO), I want to respect your time first and foremost. That’s why we’ve boiled down everything that follows into a one-page checklist:
What is a customer service representative?
Customer service representatives are the first line of communication between your company and your customers. When customers have a question or experience service problems, they reach out to the support team for a solution. Representatives have all the knowledge and training necessary to satisfy customer needs and resolve customer complaints.
Understanding customer service job titles
Before diving into the job posting, research the various titles associated with customer service. Find the job title that fits your needs, then you can work from a specific job description template.
Our comprehensive article on customer support roles will guide you through the different titles, salary expectations, and job requirements for each position.
If you’re looking to build a more holistic customer experience team, our guide to CX roles breaks down the job titles within that world. Along with examples, definitions, and keywords to include in a job summary.
The type of customer service job description you write depends on the role. Some titles require a high school diploma, others require a college degree. Certain roles necessitate call center experience, while others focus more on overall communication skills or fostering sales lead.
Choosing the right role for your business is your first task. Take time to read through the descriptions of each role and align them with your company’s goals. It will make the next step much easier.
Write a great customer service job description
Divide your writing process into three parts. First comes essentials like job title and description. The second pass incorporates the unique aspects of your company culture. And the final element crafts next steps and action items for the candidate.
1. Job title and description
After you’ve completed your prep work, stay the course. Use the title you decided on in the actual job posting.
I’ll pull my weight here as an actual customer support person and implore you to leave out the cutesy stuff. No one really knows if a “customer service rockstar” is an entry-level, part-time, or managerial position. Keep it clear, concise, and straight-forward.
2. Culture and voice
Ultimately, culture sets your business apart from the rest. Whether it shines brightest in marketing or through your product itself, the voice of your business is one of its unique value propositions.
Founders lead the charge in permeating their desired culture throughout the entire company. Keep that same voice within job postings to ensure you’re targeting the right people and setting up expectations.
Groove’s “voice” comes across pretty clearly in job postings. Here are three excerpts from a recent posting:
- You may have heard of us from our Journey to $500K blog (in fact, we’d prefer if you have, or have at least read it before applying).
- Help us accelerate our pursuit of building the best damn customer service team on the planet.
- Meetings are kept to a minimum and everyone is left to get things done.
Without specifically saying it, the tone of voice makes a few things blatantly clear:
- We don’t tiptoe around directives
- We’re casual; no red-tape or bulky hierarchies here
- We value self-sufficient employees and fast movers
(Tip for job seekers: tailor your resume and cover letter to mirror the tone of the company.)
The right customer service representative will immediately jive with your tone, whatever it may be. Keep it authentic to your company, and you’ll move the hiring process along quicker than ever.
3. Next steps and skill insights
Get creative by requesting some action items in your posting. Careless applicants will fall to the wayside. And those who follow directions will rise to the top. Let the right candidate show off their comprehension and interpersonal skills from the start.
Especially for a role that deals with hundreds of unclear customer questions each day.
I’m a fan of the “write [THIS] in your email subject when you apply” tactic. It shows off an applicant’s active listening skills and saves you time on the back end. You can immediately move those applicants to the “yes” pile.
This first email interaction with a potential customer service representative gives you invaluable insight. Get a sense of their communication skills, problem solving abilities, and listening skills.
A good customer service representative knows how to mirror the customer (in this case, your company is the customer). Whatever tone you set, look for a similar voice in your applicant’s email.
Think of your job posting as a support inquiry, and see how adequately the candidate can answer questions.
For instance, your job description may state you’re seeking someone with experience spotting bugs and working with engineers on a fix. A great customer service representative will read that requirement, digest the information, and provide you with a resolution in their cover letter. Something like…
“Spotting bugs within customer inquiries is no easy task, but it’s one I’ve come to love. I was responsible for evaluating and escalating hundreds of bug reports at my last job. After working with customers to identify the issue, I collaborated with engineers to release a fix.”
They reiterate and empathize with the problem. Take ownership of the task. And provide a resolution. All of the top skills of a customer support agent showcased in a few sentences.
Craft your own customer service representative job description
You understand the roles. You decided on your ideal hire. And now you know exactly what to include in the perfect job posting.
Next step: write it!
We put together this easy-to-follow checklist for your convenience. Now get to it, your dream support team is waiting!
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