Customer Service Representative Job Description Template (Free, 2026)

Job Title: Customer Service Representative [Junior / Senior / Specialist] Department: Customer Support / Customer Experience Location: [City, State] / Remote / Hybrid Reports To: Customer Support Manager / Head of CX Employment Type: Full-Time / Part-Time About [Company Name] [Company Name] is a [industry] company serving [X] customers across [markets]. Our support team handles [type of inquiries] via [channels: phone, email, chat, social]. We're known for [CSAT score / customer-first culture / fast response times]. About the Role We're looking for a Customer Service Representative who is passionate about helping customers succeed. You'll be the first point of contact for [B2B clients / consumers / both], resolving inquiries, troubleshooting issues, and delivering an experience that builds loyalty. This role handles approximately [X] contacts per [day/week] across [channels]. Key Responsibilities • Respond promptly and professionally to customer inquiries via [email, phone, live chat — specify] within SLA targets • Diagnose and resolve customer issues at first contact whenever possible; escalate complex cases appropriately • Maintain accurate records of all customer interactions in [Zendesk / Salesforce / Intercom — specify] • Process [orders, refunds, account changes, subscriptions — specify] accurately and efficiently • Proactively identify recurring issues and communicate patterns to the product and operations teams • Follow up with customers to confirm issue resolution and ensure satisfaction • Meet or exceed KPIs: CSAT of [X]%, first-response time of [X hours], resolution rate of [X]% • Collaborate with technical support, billing, and account teams on escalated cases • Contribute to knowledge base articles and FAQ updates to reduce repeat contact volume • Participate in team meetings, training sessions, and quality review processes Required Qualifications • [X]+ years of customer service experience in [B2B / B2C / SaaS / retail — specify] • Experience with help desk software ([Zendesk / Intercom / Freshdesk / Salesforce Service Cloud — specify]) • Strong written and verbal communication skills with attention to grammar and tone • Ability to manage a high volume of contacts while maintaining quality and empathy • Problem-solving mindset with the ability to navigate ambiguous situations calmly Nice to Have • Experience supporting [your specific product type: software, financial products, healthcare, etc.] • Bilingual skills in [language] (especially valuable for [market]) • Experience with CRM tools or sales platforms (e.g., Salesforce) • Experience creating or updating knowledge base content What We Offer • Salary: $[low]–$[high]/year (see benchmarks below) • Health, dental, and vision insurance • Flexible PTO and paid holidays • Remote work options [fully remote / hybrid — specify] • Clear career path to Senior CSR, Team Lead, or Customer Success Manager • Structured onboarding and ongoing product training Salary Range: $42,000–$58,000/year (US, 2026 benchmark; senior roles up to $75,000) [Company Name] is an equal opportunity employer.