Customer Service Representative Job Description Template

Overview

A Customer Service Representative (CSR) answers customer questions, resolves issues, and documents interactions across phone, email, chat, and sometimes social channels to protect satisfaction and retention. This guide gives hiring teams a copy‑ready customer service representative job description plus variants, KPIs, salary context, and compliance tips.

Use the template as your base. Then select the right variant (call center, omnichannel, bilingual, senior) and add KPIs, schedules, and pay transparency. Where relevant, we cite authoritative guidance from the U.S. Bureau of Labor Statistics (BLS), O*NET, SHRM, the EEOC, ADA, and the U.S. Department of Labor.

Copy‑ready Customer Service Representative job description template

Use this CSR job description template to post quickly. Then tailor by channel, seniority, or language needs. Keep responsibilities outcome‑oriented and align tools, KPIs, and shifts to your environment.

Job summary

We’re hiring a Customer Service Representative to support our customers via phone, email, and chat. In this role, you’ll troubleshoot issues, document interactions, and coordinate with internal teams to deliver timely, accurate resolutions. Success is measured by customer satisfaction, first contact resolution, and adherence to quality standards.

Key responsibilities

Respond to customer inquiries via phone, email, and live chat with accurate, timely information
Create, categorize, and update tickets; document all interactions and resolutions in the CRM/help desk
Troubleshoot common issues and follow scripts and knowledge base articles to resolve them
Escalate complex or high‑impact issues using defined workflows and SLAs
Proactively follow up on open cases to ensure full resolution and customer satisfaction
Maintain quality assurance standards, including compliance, tone, and empathy guidelines
Meet or exceed KPIs such as CSAT, first contact resolution, average handle time, and schedule adherence
Identify recurring issues and suggest improvements to processes, content, or product

These duties align with typical CSR tasks and technologies reported by ONET (occupation 43‑4051.00), including CRM and ticketing systems, telephony, and knowledge bases. See the fuller task and tool overview on ONET OnLine: https://www.onetonline.org/link/summary/43-4051.00

Requirements and qualifications

High school diploma or equivalent; associate’s degree is a plus
1+ year in a customer service, call center, or customer support role (entry‑level considered with strong communication skills)
Clear verbal and written communication; active listening and de‑escalation skills
Proficiency with CRM/help desk and productivity software; fast typing (e.g., 40+ WPM)
Ability to navigate multiple systems and follow documented workflows
Problem‑solving mindset and attention to detail; reliable time management
Willingness to work scheduled shifts (which may include evenings/weekends/holidays)
Bilingual in [Language] and English preferred/required (if applicable)

Keep this list concise and trainable for entry‑level hires. Specify any must‑have tools or industry knowledge.

Compensation, schedule, and benefits language

This is a non‑exempt (overtime‑eligible) position with a pay range of $17.50–$23.50 per hour ($36,400–$48,880 annually), depending on experience, skills, and location. We offer [medical/dental/vision], paid time off, 401(k) with match, and [wellness/tuition/commuter] benefits. Scheduled shifts may include [weekday, evening, weekend, or rotating] coverage; overtime may be available based on business needs.

For context, the U.S. median annual wage for Customer Service Representatives was $38,560 in 2023, and employment is projected to decline 4% from 2022–2032 (BLS): https://www.bls.gov/ooh/office-and-administrative-support/customer-service-representatives.htm. Localize your range using market data and clearly indicate whether bonuses, incentives, or differentials (e.g., bilingual or night shift) apply.

EEO and inclusion statement

We’re an equal opportunity employer. We welcome and consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic. Learn more: EEOC employer resources: https://www.eeoc.gov/employers

We provide reasonable accommodations in our hiring process and on the job for qualified individuals with disabilities. If you need assistance or an accommodation, please contact [contact/email]. ADA resources for employers: https://www.ada.gov/resources/employers/

How to write a customer service representative job description that attracts qualified candidates

Great CSRs want clarity. They need to know what channels they’ll own, which tools they’ll use, how success is measured, and when they’ll work. Lead with outcomes and transparency, then keep the template human and inclusive.

Define scope and channels

State exactly where the work happens: phone only, chat‑heavy, email queues, social DMs, or in‑person. If you expect omnichannel coverage, mention context switching and ticketing workflows so candidates self‑assess fit.

Example: “Handle 40–60 inbound phone calls per shift and 10–15 follow‑up emails; log all interactions in the CRM and knowledge base.”

Choose level and specialization

Clarify whether the role is entry‑level (following scripts and escalation paths) or senior (complex problem‑solving, coaching, and process improvements).

Decide if you need a call center representative (volume/adherence), a bilingual CSR (language proficiency and assessment), or a more technical customer support representative (basic troubleshooting for a product). Label the posting accordingly to reduce mismatched applicants.

Specify KPIs and quality standards

List the few metrics that really matter: CSAT, average handle time, first contact resolution, QA score, and schedule adherence. Tie them to behaviors: “Resolve 70% of contacts on first touch while maintaining a CSAT of 90%+ and QA score of 85%+.” Adding measurable expectations improves performance alignment and reduces ambiguity during coaching.

Add pay, schedule, and benefits transparently

Include the pay range, any incentive plans, shift patterns, and location/remote details. Most CSR roles are non‑exempt; confirm overtime eligibility and reference Fair Labor Standards Act basics if needed: https://www.dol.gov/agencies/whd/flsa. Disclose benefits and differentials (e.g., bilingual or night shift) to improve conversion and equity.

Role scope and variants by channel and seniority

Not all CSRs are the same. Use the variant that matches your service model, then paste the most relevant lines into your template.

Call center CSR

Focuses on high‑volume, phone‑centric queues with real‑time schedule adherence. Emphasize call handling targets, adherence to scripts, QA standards, and calm de‑escalation. Include metrics like calls per hour, AHT, and transfer rates, plus shift consistency.

Omnichannel CSR (phone, email, chat, social)

Covers multiple channels and moves work through a ticketing system. Emphasize writing quality, context switching, and knowledge base usage. Include expectations for chat concurrency, email SLAs, and accurate tagging/categorization across systems.

Bilingual CSR

Requires professional fluency in [Language] and English for speaking and writing. Note any assessments, translation/interpretation scope, and pay differentials. Clarify if the role handles regulated content (e.g., healthcare or financial) and whether simultaneous interpretation or written translation is expected.

Senior CSR

Handles complex cases, escalations, and coaching. Add responsibilities for QA feedback, mentoring new hires, drafting/maintaining knowledge base content, and suggesting process improvements. Include higher targets for FCR and QA, and possibly a lead‑on‑duty rotation.

Tools, KPIs, and performance expectations

Ground your requirements in the real tools and measures CSRs use. O*NET lists common technologies for CSRs, including CRM, ticketing, telephony, and knowledge bases: https://www.onetonline.org/link/summary/43-4051.00

Tech stack examples

List the categories you use so candidates can self‑qualify and ramp faster:

CRM and help desk/ticketing (case management, tagging, SLAs)
Telephony/VoIP and call routing (IVR, softphone, call recording)
Live chat and messaging platforms (concurrency, canned responses)
Knowledge base and content tools (articles, scripts, search)
Quality assurance and workforce management (QA scorecards, schedule adherence)
Collaboration and productivity (email, chat, docs)
Security tools (VPN, MFA) for remote access and PII protection

Describe categories, not brands, to stay future‑proof and vendor‑neutral.

Core KPIs and definitions

Customer Satisfaction (CSAT): Post‑interaction rating, typically a percentage of positive scores. Phrase as “Maintain CSAT of 90%+ monthly.”
Average Handle Time (AHT): Average duration per contact including talk/chat and wrap. Phrase as “Keep AHT between 4–6 minutes while maintaining quality.”
First Contact Resolution (FCR): Issues resolved without follow‑up or transfer. Phrase as “Achieve 70%+ FCR on eligible contacts.”
QA Score: Evaluator‑scored adherence to process, accuracy, and tone. Phrase as “Maintain QA score of 85%+.”
Schedule Adherence: Time on assigned activities vs. plan. Phrase as “Hit 90%+ adherence.”

Include only the KPIs you’ll actually coach and report on to keep focus and fairness.

Salary benchmarks and market outlook

Use national figures as an anchor, then localize your range by metro, industry, and experience. The U.S. median annual wage for CSRs was $38,560 in 2023, with employment projected to decline 4% from 2022–2032 (BLS): https://www.bls.gov/ooh/office-and-administrative-support/customer-service-representatives.htm. Despite the macro outlook, replacement demand remains steady and pay varies meaningfully by industry (e.g., finance vs. retail) and shift.

Localize by checking regional data and aligning to your total rewards philosophy. Publish a clear range, note differentials (bilingual, nights/weekends), and explain incentive plans to meet pay transparency expectations and attract qualified candidates.

Legal and compliance checklist (US)

CSR job ads touch pay, scheduling, and accessibility—make yours accurate and inclusive.

Include a concise, inclusive EEO statement; see EEOC employer resources: https://www.eeoc.gov/employers
Offer a reasonable accommodation contact and process; see ADA guidance: https://www.ada.gov/resources/employers/
Clarify FLSA status (most CSR roles are non‑exempt/overtime‑eligible): https://www.dol.gov/agencies/whd/flsa
Provide a pay range and brief explanation of factors (experience, location) to support transparency
Describe essential functions and physical/remote requirements (e.g., headset use, typing, sitting, phone work)
Avoid exclusionary language; focus on skills and outcomes (see SHRM guidance on job descriptions: https://www.shrm.org/resourcesandtools/tools-and-samples/job-descriptions/pages/default.aspx)
Note background checks or licensing only if job‑related and consistent with applicable laws

Close with plain language about schedule expectations (evenings/weekends/holidays) so candidates can opt in knowingly.

Remote, hybrid, and on‑site expectations

Spell out where work happens and what support you provide. For remote CSRs, list equipment (company‑issued or BYOD) and minimum internet speed (e.g., 25 Mbps+ down/5 Mbps up). Note a quiet workspace and security requirements such as VPN and multi‑factor authentication for systems containing PII. Define coverage hours in local time. Clarify whether schedules are fixed or bid‑based.

For hybrid roles, state in‑office days, collaboration expectations, and how you handle split equipment. For on‑site roles, include workstation setup, dress code (if any), and facilities info (parking/badge). In all cases, tie expectations to performance norms: attendance, adherence, and responsiveness.

Customer Service Representative vs. Technical Support: where to draw the line

A CSR focuses on service, account questions, order status, basic troubleshooting, and policy guidance. A Technical Support Specialist handles deeper product diagnostics, configurations, and technical escalations. Draw the line at tool depth and resolution scope. CSRs resolve routine issues and route complex technical cases with detailed notes, while Tech Support reproduces issues, uses diagnostic utilities, and partners with engineering.

In your JD, avoid role bloat by defining clear handoffs and sharing sample categories (“billing vs. product defect”). This clarity attracts the right candidates and speeds time‑to‑resolution for customers.

Examples you can adapt (retail, SaaS, healthcare, call center)

Retail CSR: Support customers with product questions, store policies, and order/return status via phone, email, and in‑store interactions. Document all cases in the CRM, follow price‑adjustment and return policies, and maintain CSAT of 90%+ during peak seasons and weekends.

SaaS Customer Support Representative: Provide subscription and product support via chat and email. Triage tickets and perform basic troubleshooting using the knowledge base. Achieve 70%+ FCR on Tier 1 issues, escalate bugs with clear repro steps, and maintain QA 85%+.

Healthcare CSR (non‑clinical): Assist patients with scheduling, benefits verification, and billing inquiries by phone and secure portal messages. Follow HIPAA‑aligned communication practices, verify identity before discussing PHI, and meet call quality and adherence targets. HIPAA guidance: https://www.hhs.gov/hipaa/index.html

Call Center Representative: Handle 40–60 inbound calls per shift, follow scripts, and log all interactions in the ticketing system. Meet AHT and transfer goals while maintaining CSAT 90%+. Shifts include evenings/weekends on a rotating schedule.

Screening criteria, interview prompts, and red flags

Look for clear communication, structured problem‑solving, and evidence of KPI ownership. Strong candidates explain how they balanced speed and quality, learned new systems quickly, and de‑escalated tough contacts. They also demonstrate reliability in shift‑based environments.

Interview prompts:

Walk me through how you handled a frustrated customer from first contact to resolution.
How do you balance AHT and CSAT when they seem in conflict?
Tell me about a time you documented an issue so the next agent could resolve it quickly.
What metrics did you own in your last role, and how did you improve one of them?
Describe your experience using CRM/help desk and knowledge base tools.
How do you handle concurrent chats or switching between channels without losing accuracy?
If bilingual: How have you handled interpretation/translation while maintaining accuracy and empathy?

Substantive red flags include vague answers about metrics, inability to provide examples of documentation or follow‑through, and resistance to shift or adherence expectations.

Onboarding, training, and career paths

Set a 30/60/90‑day ramp: product and policy training, shadowing, knowledge base navigation, then gradual workload increases with QA feedback. Pair new CSRs with a buddy and provide calibration sessions so quality expectations are consistent. Publish KPI thresholds early and coach weekly.

Beyond proficiency, offer growth. Provide cross‑training on additional channels, maintaining knowledge base content, or becoming a subject‑matter expert. Typical paths include Senior CSR, Quality Analyst, Trainer, or Team Lead—align your JD promises with real timelines and criteria.

FAQs

What does a Customer Service Representative do? A CSR answers questions, resolves issues, and documents interactions across phone, email, chat, or in‑person channels to protect customer satisfaction and retention.

What skills are required for entry‑level CSRs? Clear communication, active listening, typing speed, basic CRM proficiency, reliability in shift work, and the ability to follow documented workflows and escalate appropriately.

What KPIs should a CSR be accountable for? Common metrics include CSAT, average handle time, first contact resolution, QA score, and schedule adherence—pick the few you’ll coach and report consistently.

How is a CSR different from Technical Support? CSRs handle service and routine troubleshooting; Technical Support handles deeper diagnostics and product configurations with specialized tools and closer engineering ties.

What should I include for pay transparency and benefits? Publish a range with factors (experience, location), any incentives or differentials (bilingual, nights), overtime eligibility, and core benefits. See FLSA basics on overtime: https://www.dol.gov/agencies/whd/flsa

What remote or hybrid expectations should I list? Equipment provided/required, internet speed minimums, workspace requirements, security (VPN/MFA), schedules/time zones, and performance norms for responsiveness and adherence.

What tools should I reference in a CSR job description? Categories like CRM/help desk, telephony/VoIP, live chat, knowledge base, QA, and workforce management tools. See O*NET’s CSR technology examples: https://www.onetonline.org/link/summary/43-4051.00

How do I write an inclusive EEO/ADA statement? Use concise, universal language affirming equal opportunity and offering reasonable accommodations, with a contact method. Resources: EEOC: https://www.eeoc.gov/employers and ADA: https://www.ada.gov/resources/employers/

What salary range is competitive? Anchor to the BLS median ($38,560 in 2023) and adjust for your metro, industry, and shifts; publish the range and explain differentials. BLS data: https://www.bls.gov/ooh/office-and-administrative-support/customer-service-representatives.htm

What differentiates junior vs. senior CSRs? Junior CSRs follow scripts and escalate appropriately; senior CSRs handle complex cases, coach peers, maintain knowledge content, and drive process improvements while holding higher KPI targets.

For deeper structure and competency guidance, SHRM’s job description resources are useful starting points: https://www.shrm.org/resourcesandtools/tools-and-samples/job-descriptions/pages/default.aspx