Customer Service Associate Job Description

What is a Customer Service Associate?

A customer service associate manages customer concerns with the objective of maintaining positive customer relationships with an organization. They interact directly with customers to listen to concerns, resolve problems, and recommend products and services according to the needs of each individual. A proactive customer service associate will anticipate customer questions and familiarize themselves with products and services to offer the best recommendations.

Customer service associate jobs require a high school diploma or the equivalent. Customer service Associate's may be expected to use customer-relationship management (CRM) software to monitor customer interactions and data, to create automated marketing and customer support communications, and to organize vendor relationships. They will also need to participate in regular training activities to stay current with industry best practices and company policies. Strong interpersonal skills and the ability to use positive language with clients are important requirements for this dynamic role.

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Customer Service Associate 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 Associate 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 Associate

  • Respond promptly and professionally to incoming customer inquiries in person, by telephone, or by email
  • Maintain an updated knowledge of the organization's products, services, and customer service policies
  • Document customer interactions when necessary, compiling documents and forwarding information to interested parties
  • Explain simply and clearly in response to customer questions and check for customer understanding and acceptance
  • Recommend new products or services or make suggestions for improvements by identifying relevant features and benefits
  • Assist clients by demonstrating the use of goods and programs and answering any questions they may have
  • Participate in training opportunities provided by the organization or by outside entities
  • Establish and maintain good rapport with customers by using positive language and anticipating their needs

Qualifications for Customer Service Associate

  • 2+ years of previous customer service experience a plus
  • Friendly and welcoming manner with clients and other members of the customer service team
  • Extensive knowledge of the company's policies, procedures, goods and services
  • Familiarity with customer-relationship management (CRM) software programs
  • Ability to explain complex concepts in a clear, simple manner to customers
  • Strong command of written and verbal English
  • Excellent organizational and multitasking skills
  • Ability to maintain a calm and polite manner in stressful situations
  • Willingness to cooperate with customers and management to resolve any issues that may arise

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.

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