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11 Things To Include In a Customer Service Job Description

What is one thing you should include in a customer service job description?

To help you include all the right things in your customer service job description, we asked HR/recruiting professionals and business leaders this question for their insights. From including top-notch communication skills to considering including compensation, there are several things to include in a customer service job description.

Here are 11 things to include in a customer service job description:

  • Include Top-Notch Communication Skills
  • Promote the Need to Understand and Empathize
  • Require Experience With Conflict Resolution
  • Add Preference for a Writing Background
  • Explain Your Suggested Qualifications
  • Prioritize Problem Solving Skills
  • Make Sure to Add Live Chat Support Experience
  • Set Expectations to Response Times
  • Align Culture by Including Company Values
  • Focus on Relationship Building Skills
  • Consider Including Compensation


Include Top-Notch Communication Skills

You want people on the customer service side of things who are problem-solvers, but you know what kind of people are the best problem solvers? The best communicators. A customer service job description should therefore emphasize the expectation that the best candidate for the role is someone who is a clear and concise communicator. And remember, communication isn’t just about talking, it’s also about listening.

Randall Smalley, Cruise America


Promote the Need to Understand and Empathize

Our patients come to us with very specific concerns and are often in need of a confidence boost. In a customer service job like this, you have to connect with people. You must be able to read them and empathize with them. So, you should always include the requirement that a candidate can empathize with others. They have to be able to connect with others on their level.

Henry Babichenko, European Denture Center


Require Experience With Conflict Resolution

Those working in customer service need an abundance of patience when it comes to conflict resolution. They’re often going to be dealing with emotionally-charged customers, and you need a steady hand and head to deal with such situations and people. Customer service is not a role for everyone. Some people have too short a temper. So, make sure you have people on staff who are capable of keeping it together when dealing with customers. 

Nick Santora, Curricula


Add Preference for a Writing Background

A huge aspect of customer service is writing detailed notes in regards to customers’ complaints and issues. Having a solid background in writing and being able to multitask in listening and writing is huge for job descriptions. Doing this will help bring in the right talent for customer service jobs.

Olivia Young, Conscious Items


Explain Your Suggested Qualifications

Your customer service job description should include a list of qualifications for ideal applicants. For example, your description may include 1 or more years of experience in customer service, competence in Microsoft Office, a bachelor’s degree in a relevant field, and/or the ability to remain calm under pressure.

Wesley Jacobs, Apollo Medical Travel LLC


Prioritize Problem Solving Skills

Being proactive and empathetic are two of the most important pillars in providing a stellar customer service experience. Time is of the essence when it comes to solving customer grievances which is why service executives don’t just need to be reactive, but more so proactive in their approach, and do their best to come up with innovative solutions and alternatives to keep the customers happy. This involves being at the top of all their interactions and putting their best foot forward, regardless of the query.

Riley Beam, Douglas R. Beam, P.A.


Make Sure to Add Live Chat Support Experience

A majority of customer service jobs now entail Live Chat support. When writing your job descriptions, make sure to add Live Chat support experience to your qualifications. This area requires efficient writing skills, quick thinking, and proper communication skills. A lot goes into Live Chat support, having that on your job description will bring in great talent.

Michael Jankie, Natural Patch


Set Expectations to Response Times

Setting expectations early is always important and including your target response times when it comes to support tickets/messages will help filter out candidates not aligned with those goals. For example, if you aim to respond to every message within 24hrs then you definitely want to advertise those expectations and inform applicants that this is non-negotiable when it comes to being a good fit.

Sylvia Kang, Mira


Align Culture by Including Company Values

Beyond the normal daily duties, something that should be in every customer service job description is an outline of the company values. Having an understanding of how you fundamentally believe customers should be served will be a natural opt-in or out of the hiring process. If you believe the customer is always right and your candidate doesn’t align, this will be a natural screening tactic to ensure you are hiring for culture, as well as skill.

Jenn Christie, Markitors


Focus on Relationship Building Skills

Communicating and building relationships is a key aspect of customer service. Those in a customer service role need to be able to connect with a wide variety of customers in order to understand their needs and/or issues. Therefore, in your job description, you should highlight qualities such as good communication and compassion so that you attract the right people who will ultimately be the front line representation of your company.

Thorin Yee, Best Companies AZ


Consider Including Compensation

While many organizations shy away from including compensation in their job postings, it is a crucial component for potential candidates. I’ve heard companies say, we want them to care about more than just the comp. Valid, but with so many similar customer service opportunities available to a dwindling number of candidates, transparency is vital in standing out. Tell candidates everything you can upfront about what the job is (and what it is not), so they can make informed decisions and not waste anyone’s time in the recruitment process.

Neely Tubati-Alexander, Culture Connective


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