Customer Support Representative Job Description

customer support representative job description includes a detailed overview of the key requirements, duties, responsibilities, and skills for this role.

Last update : July 14, 2023

Customer Support Representative Job Description

A customer support representative (also known as a CS rep) is a front-line employee whose job it is to handle all customer issues, problems, or questions.

These representatives work in a variety of environments from large call centers to small boutiques.

It is important to find an environment that is the best fit for your personality and skills.

CS reps generally receive inbound calls, chats, emails, and/or messages through social media.

They log issues, answer questions, and direct customers to the right place.

CS reps are often the first contact customers have with the company.

They can help shape the customer’s perception of the company.

A CS rep should treat every customer with respect

Job Brief:

We’re looking for a Customer Support Representative to join our team and help us provide an outstanding level of service to our customers. As a Customer Support Representative, you’ll be the first point of contact for our customers, and you’ll be responsible for providing them with the information and assistance they need. If you’re passionate about providing excellent customer service and you’re looking for a challenging and rewarding role, we want to hear from you.

Customer Support Representative Duties:

  • Provide a multitude of support services to both internal and external clients
  • Handle all incoming phone and email support requests and inquiries
  • Track, investigate, and report cases of fraud, abuse, and losses
  • Resolve customer complaints and concerns
  • Ensure customer satisfaction in all support interactions
  • Ensure customer reporting is accurate and consistent with internal policies
  • Help resolve any discrepancies between customer and company needs, expectations, and service outcomes
  • Communicate clearly and effectively with customers, vendors, and coworkers
  • Work effectively in a team environment on projects and assignments
  • Promote integrity, ethics, and superior customer service

Customer Support Representative Responsibilities:

  • Answer phones and respond to inquiries from customers, vendors, and subcontractors regarding project status, procurement, and billing
  • Maintain a knowledge base of technical product knowledge for internal usage
  • Handle escalations, complaints, and concerns from stakeholders, and expedite processes to resolve issues
  • Resolve billing and payments issues
  • Assist with customer requests for quotes and proposals, material submittals, and order confirmation
  • Perform quality assurance checks on customer proof and project data

Requirements And Skills:

  • Bachelor’s degree in communication, business administration, or related field
  • Previous customer service experience
  • Excellent communication and problem solving skills
  • Ability to multitask and work in a fast-paced environment
  • Must be a team player

At [Company Name], we believe that diversity and inclusion are essential to building a successful team. We are committed to creating an environment where everyone feels welcome and respected. We encourage applications from people of all races, religions, national origins, genders, and ages, as well as veterans and individuals with disabilities.

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