Free Customer Service Representative Job Description Template
A customer service representative job description grounded in the contact center.
Part of our free job description templates.
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1.Job Brief (About the Role)
{{Company Name}} is hiring a Customer Service Representative to be the voice of our company for {{customers / members}}. This role reports to the {{Customer Service Supervisor / Team Lead}} and handles inbound calls, emails, and chats in a fast-paced contact center.
Three or four sentences: the team, who the role reports to, and why this position exists. Skip generic openers like “We are looking for…”.
2.Responsibilities
- Answer inbound calls, emails, and chats and resolve issues on first contact when possible
- Place, change, and track orders and process returns, refunds, and exchanges
- Look up accounts and document every interaction in the {{CRM}}
- Explain products, policies, and billing clearly and patiently
- De-escalate upset customers and find a fair resolution
- Escalate complex or technical issues to the right team with full notes
- Meet quality, handle-time, and customer-satisfaction (CSAT) targets
- Follow call scripts and compliance and privacy guidelines
Eight to twelve bullets, each starting with a verb. Keep them specific to the day-to-day work, not aspirational filler.
3.Requirements & Skills
- {{X}}+ year(s) in customer service, a call center, or retail
- Clear, friendly phone manner and strong written communication
- Comfortable navigating a {{CRM and order system}} while talking
- Patience and problem-solving under pressure
- Reliable attendance for the assigned shift
List the must-haves: experience, licenses or certifications, the systems and tools used, and any physical or shift realities.
4.Nice-to-Have
- Experience with {{Zendesk, Salesforce, or a similar platform}}
- Bilingual ({{language}})
Two to four genuinely optional items. Keep them strictly separate from Requirements so they don’t deter good applicants.
5.Compensation & Benefits
| Pay range | {{Salary Range}} |
|---|
Enter a pay range from local market data — do not leave it blank. Pay transparency improves applicant quality and is now required in many states.
6.Schedule & Work Environment
- {{Full-time}}; {{shift pattern — may include evenings or weekends}}
- {{On-site / remote / hybrid}} at {{location}}
- Extended periods on the phone and at a computer
Be honest about shifts, weekends, overtime, and the physical environment. Realistic expectations reduce early turnover.
7.How to Apply
To apply, {{application instructions — e.g., send a resume and short cover note to careers@company.com}}.
Filled in for a CSR at an e-commerce retailer’s contact center.
1.Job Brief (About the Role)
Brightwave Retail is hiring a Customer Service Representative for our e-commerce contact center. This role reports to the Customer Service Supervisor and handles 60–80 inbound calls and chats a day about orders, shipping, and returns.
2.Responsibilities
- Handle 60–80 inbound calls and chats per day about orders, shipping, and returns
- Process returns, refunds, and replacements in the order system
- Track shipments and resolve delivery exceptions with the carrier
- Document every contact and tag the reason code in Salesforce
- De-escalate frustrated customers and offer fair resolutions within policy
- Escalate payment and fraud cases to the specialist team with notes
- Hold a 90%+ CSAT and meet the average-handle-time target
- Follow PCI and privacy guidelines on every call
3.Requirements & Skills
- 1+ year in customer service or a retail/contact-center role
- Warm, clear phone presence and accurate typing
- Confident toggling between Salesforce and the order platform on calls
- Calm and solution-focused with upset customers
- Dependable for a set weekday-plus-Saturday shift
4.Nice-to-Have
- Hands-on Salesforce Service Cloud experience
- Bilingual English/Spanish
5.Compensation & Benefits
| Pay range | $18 – $21 per hour plus a quarterly CSAT bonus |
|---|
- Medical, dental, vision
- 401(k) with match
- Employee discount and paid training
6.Schedule & Work Environment
- Full-time, Tuesday–Saturday, 10:00a–6:30p
- Hybrid — two days per week in our Phoenix center
- Mostly on the phone and at a computer
7.How to Apply
To apply, complete an application at brightwave.example/careers or email cs-jobs@brightwave.example.
How it works
- Preview the customer service representative job description and a filled contact-center example.
- Download Word/PDF, or copy the text to paste into Google Docs.
- Set the channels, systems, and shift, add a pay rate, and post it.
Frequently asked questions
What does a customer service representative do?
A customer service representative (CSR) handles inbound calls, emails, and chats: answering questions, placing and tracking orders, processing returns and refunds, documenting interactions in the CRM, de-escalating upset customers, and meeting quality and satisfaction targets. The template lists these as editable responsibilities.
What skills should a customer service representative have?
Look for a clear and friendly phone manner, strong written communication, patience and problem-solving under pressure, comfort navigating a CRM and order system while talking, and reliable attendance. Specific platform experience (Zendesk, Salesforce) is a plus rather than a must.
What is the difference between customer service and customer support?
The titles overlap. “Customer service representative” usually describes a contact-center role across orders, billing, and general inquiries, while “customer support” often leans more technical or product-focused. Use whichever title your candidates search for and tailor the responsibilities to match.
Should the job description list the shift and channels?
Yes. CSRs filter on shift and whether the role is phone, chat, email, or blended, and on-site vs remote. State the schedule, the channels, and the systems clearly so applicants know what to expect.