Use this Customer Service Associate job description template to promote your job openings and attract qualified candidates. Customize the job brief, responsibilities, requirements, and skills according to your specific needs.
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Job Brief
We’re looking for a customer-focused and results-driven Customer Service Associate to join our team.
The ideal candidate will have excellent communication skills, a strong customer service mindset, and the ability to work in a fast-paced environment.
Responsibilities
- Respond to customer inquiries and resolve issues via phone, email, and chat
- Provide timely and accurate solutions to customer complaints, concerns, and requests
- Utilize problem-solving skills to resolve complex customer issues and escalate when necessary
- Document customer interactions and updates in our CRM system
- Meet and exceed customer service metrics, including first call resolution, customer satisfaction, and net promoter score
- Stay up-to-date with product knowledge and industry trends to provide accurate and helpful information to customers
- Identify and report on trends and patterns in customer feedback to improve processes and products
Requirements and Skills
- High school diploma or equivalent required; Associate's or Bachelor's degree preferred
- At least 6 months of experience in a customer service environment, with a proven track record of achieving performance targets
- Excellent communication, active listening, and problem-solving skills
- Ability to work in a fast-paced environment, with a focus on achieving results and meeting deadlines
- Strong customer service skills, with a customer-centric approach to resolving issues and improving experiences
- Ability to work varying shifts, including evenings, weekends, and holidays as required
- Proficiency in CRM software, ticketing systems, and other customer service technology platforms
- Strong time management and organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously
Frequently Asked Questions
What is a Customer Service Associate?
What does a Customer Service Associate do?
A Customer Service Associate is responsible for:
- Answering customer inquiries, resolving customer complaints
- Providing product or service information to customers
- Processing returns, exchanges, and refunds, and collaborating with other teams to resolve customer issues.
Additionally, they may upsell or cross-sell products or services to customers and provide feedback to improve customer service processes.
What should you look for in a Customer Service Associate resume?
When reviewing a Customer Service Associate resume, consider:
- Customer service experience: Look for experience in a customer-facing role, preferably in a call center or customer service environment.
- Communication skills: Excellent communication and interpersonal skills are necessary to interact with customers, colleagues, and stakeholders.
- Problem-solving skills: The ability to resolve customer complaints and issues in a timely and professional manner is essential.
- Product knowledge: Familiarity with products or services offered by the company is important.
- Technical skills: Proficiency in customer service software, CRM systems, and other relevant technologies is a plus.
- Certifications: Consider certifications such as Certified Customer Service Representative (CCSR) or Certified Customer Service Associate (CCSA).