Customer Service Representative, Service Job Description

Customer Service Representative, Service Job Description

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Customer service representative, service provides first and second-tier support to end users for PC hardware, MS Windows, Software, Active Directory, O365 and basic networking troubleshooting.

Customer Service Representative, Service Duties & Responsibilities

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

Sample responsibilities for this position include:

Digital download support
Email support
Mobile support
Provide coaching opportunities
Respond directly to information requests initiated by customers utilizing a variety of systems
Interact directly with customers, predominately via a high-volume, in-bound or out-bound phone queue, to provide accurate and immediate solutions to routine transaction and service requests
Speaks with clients regarding service request or problems
Troubleshoot issues escalated by community channels and agents
Participate in continuous improvement and in building our knowledge base
Follow incident management processes, procedures, and associated tool usage requirements

Customer Service Representative, Service Qualifications

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

Licensing or Certifications for Customer Service Representative, Service

List any licenses or certifications required by the position: APICS, MSDS, NAFTA, CPR, BLS, MA, ISM, CRO, GSC, PDS

Education for Customer Service Representative, Service

Typically a job would require a certain level of education.

Employers hiring for the customer service representative, service job most commonly would prefer for their future employee to have a relevant degree such as High School and Collage Degree in General Education, Education, Business, Associates, Technical, High School Education, Finance, Business/Administration, Graduate, Engineering

Skills for Customer Service Representative, Service

Desired skills for customer service representative, service include:

Experience with engine products
North American geography
Active Directory and Group Policy
Components and configuration
Device Drivers
Hardware BIOS/UEFI
Image Creation and Deployment tools
Internet and intranet
Networking
Scripting Languages

Desired experience for customer service representative, service includes:

Exposure (none)
Proficient in MS office and the Internet
Ability to create strong relationships at multiple levels, internally and externally
Subscription Product Experience preferred
To be the customer's first point of contact providing a welcoming, courteous and helpful service, promoting at all times a positive image of the company
To ensure that all customer needs are met and opportunities maximised, making sure instructions and requests are correctly interpreted and fully "owned" and actioned

Customer Service Representative, Service Examples

1

Customer Service Representative, Service Job Description

Job Description Example
Our company is searching for experienced candidates for the position of customer service representative, service. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer service representative, service
  • Ensure all information sent to customers is accurate, up to date and communicated thoroughly
  • To review, report and monitor all customer feedback
  • Admin duties as required
  • Professionally greeting customers with a pleasant phone personality and obtaining the required information from the customer regarding his/her request
  • Identifying, researching and resolving customer issues via phone, email or on-line
  • Initiating coordination with other departments to identify, troubleshoot and solve relevant customer issues
  • Addressing any customer complaints by recording their issues within CRM system and communicating the issue to the appropriate manager if needed
  • Managing the CRM system for membership base
  • Development of member relationship and identification of additional vendor participation opportunities
  • Managing member attrition of a membership base and identifying at risk members with development of a proactive approach to retainment
Qualifications for customer service representative, service
  • Able to make sound and informed decisions in a timely manner that are based upon a mixture of analysis, experience and judgment
  • Accustomed to working in an SLA driven environment and driven to achieve personal and team KPI’s
  • Must have strong communication skills with verbal and written fluency in English
  • Able to anticipate the consequences of critical decisions and take appropriate action
  • Able to communicate effectively across all mediums and provide timely and relevant information, keeping others informed
  • Proactively share ideas and listen openly to different perspectives and opinions

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