Customer Service Rep Job Description

Customer Service Rep Job Description

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Customer service rep provides leadership and works as part of a team to support overall clients’ systems customer satisfaction and improve overall team performance.

Customer Service Rep Duties & Responsibilities

To write an effective customer service rep job description, begin by listing detailed duties, responsibilities and expectations. We have included customer service rep job description templates that you can modify and use.

Sample responsibilities for this position include:

Providing access and information to customers about the many products and services East West Bank offers
Referring customers to Relationship Managers for other products and services
Utilize supplier catalogs, on-line databases, and other appropriate resources to cross reference products to meet customer order requirements
Effectively sell and cross sell the services and accounts offered by the Bank
Assisting customers at the Branch or over the phone with their financial needs such as cash withdrawals, deposits, and loan payments
Offering solutions to help meet their financial goals
Work with other customer associates of different levels other functional groups to ensure that customer’s questions and concerns are answered timely and thoroughly
Maintain call control by overcoming objections
Representative must prepare monthly Comparative Analysis Reports and Impact Reports, and understand manufacturer data, including Manufacturer Certification Programs and Survey Data and Applications
Customer Service Representative must also conduct introductory training of new Customer Contact Center agents and proactively support team and teammates

Customer Service Rep Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Customer Service Rep

List any licenses or certifications required by the position: ASE, APICS, NISM, NAFTA

Education for Customer Service Rep

Typically a job would require a certain level of education.

Employers hiring for the customer service rep job most commonly would prefer for their future employee to have a relevant degree such as High School and Bachelor's Degree in General Education, Education, Business, Associates, Technical, Computer, Communication, Accounting, Business/Administration, Medical

Skills for Customer Service Rep

Desired skills for customer service rep include:

Customer needs and trends to improve customer satisfaction and loyalty
Bank products and services
Products
Microsoft Office Suite
Services
Warehouse Management Systems
Computer applications and data entry skills
DOT
Emergency planning
FDA

Desired experience for customer service rep includes:

Proficiency with MS Office Suite (Excel, Word, PowerPoint, Access, Outlook) required
The ideal candidate will have AS/AA degree or equivalent with 2+ years of customer service experience and a willingness to learn our business
2+ years customer relation experience
Flexibility to work weekday and/or weekend overtime hours as required by the business
Previous Customer Service work required
Previous teaching/education, SAP and Salesforce.com experience is a plus

Customer Service Rep Examples

1

Customer Service Rep Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of customer service rep. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer service rep
  • Analyzes and rectifies customer concerns using established procedures
  • Communicates with clients daily
  • Communicate with customers by telephone, letter, fax or email to resolve 1st and 2nd tier/escalation customer service calls/queries/problems
  • Verify contacts and account information
  • Examines customer problems and implement appropriate corrective action to respond to customer requests
  • Make calls to resolve accounts requiring close attention, identifies problems and work through to resolution
  • May collaborate with offshore call center to answer questions on process or specialized situations
  • May do order fulfillment
  • Manage the flow of inbound and outbound material movements
  • Produce shipping and production order reports and works closely with operations personnel to insure timely and efficient completion of all shipping and production orders
Qualifications for customer service rep
  • This position also requires excellent oral and written communication skills ability to read and comprehend technical manuals
  • Demonstrate the ability to become proficient in the use of proprietary operational systems
  • Effectively communicate issues, needs and opportunities with customer service employees and other managers
  • Fill out contract forms, determines charges for service requested, collects deposits, prepares change of address records, and issues discontinuance orders
  • Demonstrate the knowledge and effective use of software applications
  • Candidates must have a minimum of 1 year of Call Center Customer Service experience
2

Customer Service Rep Job Description

Job Description Example
Our company is looking to fill the role of customer service rep. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for customer service rep
  • Manual order entry for required channels
  • Interact with various internal departments as it relates to order processing to ensure ship dates are met
  • Monitor order progress by reviewing various AS400 screens and reports and providing status updates upon request
  • Heavy e-mail communication with customers and internal teams throughout order fulfillment process
  • Work with Demand Planner and Inventory Management to resolve supply chain issues
  • Answer incoming phone calls and direct as necessary
  • Answering live inbound calls 90% and 10% outbound calls
  • Answering questions about product
  • Scheduling respiratory technician visits
  • Requesting necessary documentation for insurance submissions
Qualifications for customer service rep
  • Assists call center staff in providing accurate information in an efficient manner
  • Customer Service experiences in a transaction based environment such as a call center or retail location required
  • Bilingual experience would be preferred
  • Availability to work considerable overtime
  • Flexible and able to adapt easily to new work processes and change
  • Deals constructively with conflict and responds professionally
3

Customer Service Rep Job Description

Job Description Example
Our company is looking to fill the role of customer service rep. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer service rep
  • Responds to patient/visitor problems, concerns and inquiries as soon as possible
  • Watches for the safety of children and ensures they are with a parent/guardian at all times
  • When stationed to the lobby areas, utilizes Fast Pass security system and applies related safety procedures
  • To accept customer calls answering product and service questions
  • Process customer adjustments
  • Make return calls to customers
  • Communicate via inbound and outbound telephone calls with consumers
  • Accurately document and update records in required systems
  • Where applicable, communicate with customer to attempt to bring resolution to unpaid accounts
  • Manage incoming calls including order placement, expediting, answering product questions and problem resolution
Qualifications for customer service rep
  • Must be willing to shift and/or work overtime hours during the week, weekends and/or holidays as dictated by operations
  • Must be able to work with a team, take direction from supervisor, keep required work schedule, focus on attention to details, and follow work rules
  • At least 2 years of Customer Centric Experience
  • At least 1 year contact center experience
  • Experience working in a call center environment is highly preferred
  • Experience in a production environment desired
4

Customer Service Rep Job Description

Job Description Example
Our growing company is looking to fill the role of customer service rep. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer service rep
  • Recommend new ideas for process improvements
  • Build rapport with customers by using a courteous, friendly and professional manner
  • Maintain/work with data, tools or computer programs to facilitate management and monitoring of product and information
  • Recognize, document and alert Management of trends in customer calls/usage
  • Take orders by phone, send by mail the order confirmation to the customer and after to the confirmation to the customer enter into SAP
  • Promote sales to customers telephonically
  • Promote on-line shopping
  • Compile accurate quotations Clinician, Lab ans Hospitals
  • Handle enquires (product related and courier issues), resolve customer related queries/issues by phone
  • Advise courier company of early or urgent deliveries and collections
Qualifications for customer service rep
  • Provide for appropriate acknowledgment of call by accurate coding
  • Provide proper handling of customer dissatisfaction issues and escalation of urgent service needs via message to appropriate personnel or transferring caller
  • Call customer sites in attempt to locate service engineers working out of pager range
  • Monitor outstanding pages to ensure customer service engineers are notified of urgent calls
  • Perform quality audits as required
  • Participate in meeting group service objectives of a 24-hour/7-day call center through contribution to capacity
5

Customer Service Rep Job Description

Job Description Example
Our innovative and growing company is looking for a customer service rep. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer service rep
  • Interface with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions
  • Determines status of equipment returns, repairs, replacements, sales orders, delivery schedules
  • Maintains records of returns, schedule changes, product enhancements or changes, product pricing & resolves return credit problems
  • Respond to customer's requests, concerns, and complaints
  • Ability to answer customer questions regarding policies and procedures
  • Handles high volume inquiries
  • Provides order inquiry and inventory status
  • Responds quickly to questions and tracks responsiveness levels
  • When fixtures not available, seeks substitutes to resolve customer's needs
  • Ability to enter basic orders when necessary
Qualifications for customer service rep
  • Exceptional attention to detail and the ability to work with minimal supervision
  • Ability to deal with emotional and irate borrowers, while maintaining a professional demeanour
  • Strong aptitude for learning new systems and technologies with the ability to integrate
  • 1-2 years progressive experience in a Call Centre, Customer Service or Telemarketing environment would be an asset
  • Work all assigned shifts, potential to change on a quarterly basis based on performance
  • Willing to work overtime, where needed

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