Customer Service Agent Job Description

What is a Customer Service Agent?

The job of a customer service agent, also known as a customer service representative, is to offer support to customers who have questions, concerns, problems, or who want to purchase a product or service. Some customer service agents work from home and communicate with clients on the phone, by email, through online chat programs, or even on social media. Other agents work in a call center or at an office. Customer service agents may be the only contact a customer has with a company, so it's important that they make the experience as positive as possible.

A customer service agent needs a minimum of a high school diploma or GED, but many companies prefer to hire agents who have sales experience or an undergraduate degree. The most successful customer service agents are conversational, but know how to identify the needs of customers and resolve problems. An agent should always be professional, courteous and polite even in stressful circumstances.

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Customer Service Agent 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 Service Agent 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 Service Agent

  • Communicate with current and potential clients via telephone, email, online chat, or social media
  • Listen attentively to questions and concerns and respond promptly with a resolution according to company guidelines
  • Maintain a courteous and calm manner at all times to de-escalate stressful situations
  • Document personal information to create, update, or adjust customer accounts
  • Prepare call-related information for purposes of auditing and reporting
  • Provide and respond to feedback about any aspect of the job or its duties
  • Suggest products and services to clients based on their requests and needs
  • Answer inbound calls or generate outbound calls, in some cases cold calling to follow up on orders

Qualifications for Customer Service Agent

  • Undergraduate degree in business, sales, or related field of study preferred
  • Prior experience working in call centers or as an at-home customer service agent
  • Proficiency with basic computer applications, such as Microsoft Windows, Word, and Excel
  • Bilingual language skills a plus, especially Spanish, Mandarin, and French
  • Excellent verbal and written communication skills
  • Ability to remain calm and composed in a fast-paced, high-pressure environment
  • Good empathy and listening skills to de-escalate situations and identify the underlying issues of a problem
  • Ability to stand or sit for extended periods of time
  • Familiarity with Automatic Call Distribution Phone System (ACD), caller ID, and auto-dialing systems

Employers: How to Write Great Job Descriptions

  • Be sure to mention requisite years of experience and educational requirements
  • Tell job seekers what's unique about your company and job
  • Ideal length is a few paragraphs or about 200 words
  • Make sure to use appropriate paragraph breaks and bullet points so it’s easy on the eyes.