5 tips for Creating Job Descriptions that Attract the Best Customer Service Representatives

Delivering consistently good customer service is vital in a successful business. Under-skilled and dispassionate employees can ruin the customer experience. Furthermore, approximately 58% of customer service representatives plan to leave their roles and do something different. How can you ensure you catch the interest of the workforce and achieve high levels of retention?   

That’s why it’s so essential to hire the right people. A good job description is critical to attracting the best candidates for your role. This article will explain step-by-step how to create a fantastic job description for customer service representatives. 

1. Create a Good Job Title 

It’s essential to carefully consider the job title to attract experienced and qualified people. Some companies clickbait their job titles for a customer service role to make them more appealing. 

However, this is a risky strategy. It may deter qualified individuals because they view it as tacky, condescending, or perhaps scroll past, not recognizing it as a customer service role.

Your job title should be direct and clear to attract suitable applicants, aligning with roles at similar companies where potential applicants may have worked previously. It should be recognizable, drawing in applicants with relevant skills and experience. 

There is nothing wrong with using slightly fancier language in the job title, as this will appeal to people’s egos. For example, you could switch the standard ‘customer service representative’ title for something like ‘customer support coordinator.’ Similarly, you could trade ‘customer service agent’ for something like ‘customer experience specialist.’ These terms will make people feel more important, competent, and valued. 

2. Get People Excited About the Team and Company

While the right job title will encourage relevant people to click on your job ad, the next step is to keep them reading and encourage an application. As such, the first section of your ad allows you to stand out and make a good impression. Here, you can sell your company by highlighting its core values and company culture while demonstrating why customer service is essential to your business.

Did you know that company culture is an important consideration for 46% of applicants?

When writing this section, consider why people might want to join your company – what makes it a great place to work? Essential information includes:

• Description of your company culture
• Excellent pay rates or any bonuses or special perks you offer employees
• Any awards, outstanding results, or glowing reviews
• Any special training employees receive 
• Outstanding office facilities 
• Remote working opportunities 
• Brag about enticing customers or brands you work with
• Industry benefits
• Special info about your company ethos or values

As well as the information provided, the way it is written is essential. Use exciting language and adjectives to get people pumped about the possibility of working for your company. With clever language, you can convey your company culture and appeal to people with the personality traits you desire. 

3. Give Details About the Role

Next, you can give the details of the specific job role. Customer service representatives cover a wide range of tasks, so clearly outline the type of work required in your position. This will allow people to determine whether they have the right skill set and hopefully avoid too many unsuitable candidates applying.

Did you know that 68 % of customers consider politeness to be important when dealing with a customer representative? 

When writing the job description, consider the following:

• What format is customer support delivered in – web chat, email, phone or in-person?
• Are there other admin roles involved besides customer contact time? 
• Will they be required to troubleshoot or problem solve?
• What systems and equipment will they be using? 

It’s essential to list all of the crucial tasks required clearly, but perhaps you want to add some possible or occasional tasks to leave room for flexibility. You may also want to include aspects of the working day, such as shift times and breaks. 

4. Describe The Ideal Applicant

Next comes your persona specification. This section describes your ideal candidate and the skills, experience, and qualities you seek. This gives people the opportunity to assess whether they meet your requirements before applying, and it provides you with something to evaluate candidates. 

Break this section down into the following groups:

Essential requirements 

Here it would help if you listed all of the skills, qualities, and experience which are non-negotiable. These are the things a candidate must demonstrate to be considered for the role. Depending on the specific position, and your company, this may include licensing, language, location, legal right to work, product knowledge, technical skills, specific qualifications, or a certain amount of experience. 

Desirable skills and qualities

Here should include all of the things you would want the top candidates to have but are not 100% essential to carry out the role. Depending on the job, this may include previous experience in a similar position, secondary technical skills or knowledge, leadership experience, sales experience, remote working skills, additional languages, or a certain level of education. 

The key here is not to be too picky. If a skill or attribute is not 100% essential to the role, do not categorize it as ‘essential.’ Some people will not apply for a position if they do not meet all the criteria, so you could miss out on quality candidates if you don’t get this section right. 

Optional abilities

In addition to these two main categories, you can also include a ‘would be nice to have, section. Here you can list attributes or skills not necessarily needed for the role, but you would be happy to see in a candidate. The benefit of this addition is that it may encourage some people to apply if they don’t quite meet all the criteria but feel they could be a good fit for the company or role. 

5. Give clear Instructions on How to Apply

End your job description with clear instructions on applying for the position. This may sound obvious, but it’s important to get it right, or you risk losing applicants to confusion or frustration. It would be best to list the relevant application dates and clearly explain your application process while providing relevant links. 

Consider whether you require a cover letter and explain what you want to see in this. Is there a specific question you want answering or detailed information you need to see in this? Do you accept CVs, or are applicants required to complete an application form?

It’s a good idea to provide contact details in this section for an appropriate person, should anyone want more information on the role, company, or application process. 

In addition to this essential information, you can also add more details about the timeline or interview process. If you have any further information on your website, direct the applicant with a link. 

Attract More Applicants, and Assess Them to Hire the best Ones

Customer service in the USA is an industry expecting employment growth of circa 362 000 year-on-year for the next ten years. Even though this is a modest number in comparison to other sectors, applicants require a specific skill set and personality traits.

How can you ensure you catch the right people in an industry known for employee circulation?   

By following the structure and advice in this article, you can create the perfect job post/description for and attract quality customer service representatives. Make sure you create a good job title, get people excited about your company, provide precise details on the role, outline the ideal applicant and provide clear instructions on applying. 

With the support of our tests and knowledge, we help clients make the right recruitment decisions. Pipplet provides tools, support, and information to determine all applicants' oral and written language skills, not just customer service representatives. Signup today for free to learn more about Pipplet.

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