Customer Care Representative Job Description

What is a Customer Care Representative?

A customer care representative, also known as a customer service representative, facilitates the relationship between companies and their clients. Though their responsibilities vary based on the company they work for, most representatives are responsible for answering customer questions and addressing their concerns. They may work on-site at the company, from a call center, or from a home office. An important part of their job is to resolve problems that customers may have, but they must know when to refer advanced issues to members of the management team.

A customer care representative usually has at least a high school diploma. Because many companies have established procedures for handling customer complaints, most provide on-the-job training of their policies and protocols. Customer service representatives need to have basic computer skills because they are often required to maintain digital records of their contact with customers and the outcomes of their interactions. A good customer care representative is patient and detail-oriented.

Customer Care Representative Job Description Template

Job Overview

Here at XYZ Inc., we are the leading company in our industry in the Capital City area. We're pleased to have a 3.8 Glassdoor rating from our employees. We are hiring an experienced Customer Care Representative to help us keep growing. If you're dedicated and ambitious, XYZ Inc. is an excellent place to grow your career. Don't hesitate to apply.

Responsibilities for Customer Care Representative

  • Recruit potential customers by recommending goods or services and demonstrating how they benefit the customer personally
  • Answer any questions the customer may have about available products and services
  • Establish new customer accounts, recording account information on written forms or digitally
  • Listen to customer concerns and complaints with the goal of identifying the causes of the problem
  • Select appropriate responses to customer issues and work quickly to resolve them
  • Refer advanced cases to management for resolution, providing background information as necessary
  • Maintain and regularly update financial account information using computer software programs
  • Anticipate customer needs, following up with previous customers to offer reorders or additional services

Qualifications for Customer Care Representative

  • Call center or customer service experience preferred
  • Flexibility to work different shifts (including evenings, weekends, or holidays)
  • Willingness to participate in training before hire and on-the job
  • Ability to pass a pre-employment background investigation and drug screen for certain positions
  • Excellent listening skills and an empathetic voice and manner
  • Dedication to customer satisfaction
  • Basic knowledge of computer software and office systems
  • Ability to thrive in fast-paced environment, multitasking while keeping focus on the customer
  • Familiarity with all of the goods and services offered by the company

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