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Customer Support Representative Job Description Template

Job Description Template

Customer Support Representative Job Description Template

July 18, 2023

Customer Support Representative Job Description Template

If you’re looking to hire an individual who will help you grow your business, this is the perfect place to start! We created this FREE Customer Support Representative Job Description Template to ease your hiring process and make it fun and enjoyable!

Our idea is to provide you with the necessary information about this role to help you identify and recruit the most qualified candidate for your business.

So, keep reading to learn about the skills, requirements, responsibilities, and other details of a Customer Support Representative!

As much as we try to produce an adequate job description for a particular role, there is always room for change.

What we want to say is that you can easily customize this job description according to your specific demands and standards and therefore create an even more engaging job ad for your hiring needs!

Click on VIVAHR Software to learn how you can distribute job ads to 50+ job posting sites around the country and gain access to numerous business resources, features, articles, and tools!

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What is a Customer Support Representative?

Customer Service Representatives engage and communicate with customers to provide accurate and valid information about the company’s products and services.

Their job is to interact with customers via various communication channels, identify and resolve issues, complaints, and queries, and provide adequate solutions and alternatives.

Customer Service Representatives also manage customers’ accounts, process orders, refunds, and cancellations, and prepare reports on customer satisfaction and feedback.

Related Job Titles for Customer Support Representative

The Top Customer Support Representative Skills

Skill Why it's important
Customer Service The fundamental skill for Customer Support Representatives is immaculate customer service and the ability to engage with customers professionally. Customer service helps them build positive relationships with customers, maintain satisfaction, nurture their needs, and ensure they receive accurate and valid information about the products and services.
Communication Even though it may seem obvious, communication is unsurprisingly an essential skill for Customer Support Representatives. Communication helps them answer questions accurately and concisely, provide explanations, and build positive relationships with customers and other team members. Communication allows them to be professional, emphatic, and attentive.
Problem-Solving Another crucial skill for Customer Support Representatives is effective problem-solving. The essence of their job is identifying, evaluating, and resolving customers’ issues and complaints, which makes this skill highly important. Problem-solving helps them successfully and promptly provide adequate solutions to various issues and maintain customer satisfaction.
Product Knowledge Every Customer Support Representative must possess an in-depth knowledge of products and services that the company offers in order to provide accurate and clear explanations and information to customers. Product knowledge also involves the willingness to acquire new skills and knowledge in order to remain updated on new technologies and techniques.
Adaptability Adaptability is a valuable skill for Customer Support Representatives because it helps them handle different types of customers and their personalities. They also need to adapt to various communication methods, such as phone, email, social media, or even in person. Adaptability allows them to successfully carry out their responsibilities.

Customer Support Representative Job Description Template (Free)

Our company is in search of a Customer Support Representative who will join our growing team. In this position, your job will be to communicate with customers via phone or email and provide them with accurate and valid information about the company’s products and services. You will manage customer accounts, keep records of customer interactions, and process orders, requests, refunds, and cancellations.

Moreover, you will identify and evaluate customers’ needs and behavior to achieve satisfaction, and write reports on customer feedback. You will also be responsible for providing favorable solutions and alternatives to issues and complaints and meeting personal and team sales targets and goals.

To be successful as a Customer Support Representative, you should have exceptional customer service and communication skills, as well as outstanding problem-solving and adaptability.

Customer Support Representative Duties & Responsibilities:

  • Communicate with customers to provide product or service information and resolve problems
  • Identify and evaluate customers’ needs and wishes to achieve satisfaction
  • Manage customer accounts and keep accurate records of customer interactions
  • Manage communication with customers via phone, email, or social media
  • Provide valid, accurate, and complete information and explanations about products and services
  • Handle complaints and issues and provide adequate solutions and alternatives
  • Follow the company’s communication procedures and guidelines
  • Maintain a positive and professional attitude toward colleagues and customers
  • Process and manage orders, applications, requests, refunds, and cancellations
  • Stay updated on the company’s products, services, and protocols
  • Provide feedback on customer communication and the overall customer service process
  • Meet personal and team sales targets and goals

Customer Support Representative Requirements:

  • High school diploma or GED
  • A degree of any kind is an advantage
  • Prior working experience in customer support
  • Strong knowledge of CRM systems and practices
  • Familiarity with various customer support techniques and methods
  • Exceptional customer service and communication skills
  • Effective problem-solving and attentiveness
  • The ability to handle and adapt to various types of customers

Accounting Specialist Interview Questrions

Sample Interview Questions for a Customer Support Representative

Once you gather up all the received applications, you can use these sample interview questions for Customer Support Representative.

  1. What words would best describe your personality?
  2. Is this the career path you’ve always wanted to pursue?
  3. What is it that your friends like about you the most?
Human Resources
  1. How long have you been working in customer support?
  2. What would be your ideal career advancement in the future?
  3. How would you rate your adaptability skills?
  1. Could you describe your general approach to communicating with customers?
  2. What strategies do you utilize to maintain customer satisfaction and positive relationships?
  3. Can you provide an example of a time when you used customer feedback to improve your performance?
Technical Skills and Knowledge
  1. What is your knowledge of customer privacy policies?
  2. What customer support and software are you familiar with?
  3. How do you stay updated on the latest technology advancements in the industry?

What are the Educational Requirements for a Customer Support Representative?

Educational requirements for Customer Support Representatives are not strict and candidates typically need a high school diploma or GED.

However, some employers look for candidates with a degree in fields such as business administration, communication, or customer service.

Obtaining a relevant degree can provide a competitive advantage in the market and help candidates advance in their careers faster.

Previous working experience in customer service and demonstrable communication and problem-solving skills are also highly beneficial for prospective candidates.

Some employers are likely to provide on-the-job training for individuals with no prior working experience.

How Much to Pay a Customer Support Representative when Hiring

Customer Support Representatives earn between $17,280 and $81,000 per year.

Their median annual salary is $47,279.

Hourly rates range from $9 to $39.

The median hourly rate is $23.

Percentile 10% 25% 50%
75% 90%
Hourly Wage $9 $15 $23 $28 $39
Annual Wage $17,280 $30,500 $47,279 $58,500 $81,000

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Frequently Asked Questions about Customer Support Representative


What do Customer Support Representatives do?

Customer Support Representatives interact with customers via various communication methods to provide them with accurate, complete, and valid information about the company’s products and services.

They identify, assess, and resolve their issues and complaints, provide solutions and alternatives, collect and analyze feedback, and maintain customer satisfaction.

Who do Customer Support Representatives report to?

Customer Support Representatives typically report to the Customer Service Manager or Customer Service Supervisor.

What skills are necessary for Customer Support Representatives?

Customer Support Representatives must have outstanding communication, customer service, problem-solving, organizational, and adaptability skills.

Where do Customer Support Representatives work?

Customer Support Representatives usually work in call centers, retail stores, e-commerce companies, financial institutions, hospitality, etc.

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