Share
If you’ve Googled “Customer Service Representative job description,” chances are you’ve run into the same problem:
Every result looks the same.
Bullet points. Buzzwords. Boredom.
They tell you what a CSR does—but not how to attract a great one.
Here’s the truth:
A generic job description might get you applicants. But not the right ones.
Not the empathetic problem-solver. Not the calm-under-pressure communicator who turns frustrated customers into loyal fans.
That’s why we created this guide.
Before we get into examples, if you haven’t already, check out our full guide on how to write a job post that attracts top talent , Link https://workscreen.io/how-to-write-a-job-post/. It walks through everything you need to know—from structure to tone to candidate psychology.
This article builds on that foundation and gives you everything you need for the CSR role:
✅ A plain-English breakdown of what a Customer Service Representative really does
✅ Two great job description templates (one for experienced candidates, one for entry-level)
✅ A clear breakdown of why those templates work
✅ A bad example to learn from
✅ Bonus tips to make your post stand out
✅ A quick copy-paste template you can customize in minutes
✅ And finally, a smart way to screen candidates using WorkScreen.io
Let’s get into it.
Build a winning team—without the hiring headache. WorkScreen helps you hire fast, confidently, and without second-guessing.
What the Customer Service Representative Role Actually Is
A Customer Service Representative (CSR) is often the front line of your business.
They’re the person who answers when someone calls with a question, needs help with an order, or is frustrated and looking for a solution.
But this role goes beyond just picking up the phone or replying to emails.
A great CSR listens, solves problems quickly, and makes people feel heard—even when they’re upset.
They represent your brand with empathy and clarity. And when done right, they turn support into a strength that keeps customers coming back.
In simple terms:
A Customer Service Rep is the human bridge between your company and your customers.
They make things right. They keep things moving. And they protect your reputation every day.
That’s why hiring for this role isn’t just about communication skills—it’s about emotional intelligence, problem-solving, patience, and professionalism.
Two Great Customer Service Representative Job Description Templates
✅ Job Post Template 1 — Job Description For Experienced CSR
📌 Job Title: Customer Service Representative at BrightNest (Remote-Friendly, U.S. Based)
💼 Full-Time | Remote (U.S. only) | $42,000–$52,000 / yr
🕒 Schedule: Mon – Fri | 9 AM – 5 PM ET
👋 A Quick Hello From Your Future Team Lead
Watch this 90-second Loom to meet Sofia Morales, Head of Customer Experience, and see how support fits into our mission.
➡️ Loom link goes here
🏡 Who We Are
BrightNest is a fast-growing SaaS platform that helps 35,000+ homeowners organize repairs, cleaning, and seasonal maintenance—all from one dashboard. Since launching in 2019, we’ve saved users 2.5 million hours of home-care headaches. We’re bootstrapped, profitable, and obsessed with turning “support tickets” into “wow-that-was-easy moments.”
🧠 What You’ll Be Responsible For
- Handle inbound email, chat, and occasional phone requests (≈70 tickets/day)
- Resolve issues within our 30-minute first-response SLA
- Log recurring problems and coordinate with Product on fixes
- Update & expand our Help Center articles (Notion + Loom)
- Represent customer feedback in weekly CX–Product syncs
✅ What We’re Looking For
- 2+ yrs in customer support (SaaS preferred)
- Clear, concise writing—tone = friendly & solution-oriented
- Skilled multitasker; can juggle 3–4 chat threads calmly
- Familiar with Zendesk, Intercom, or Front
- Empathy, patience, and good judgment when customers are stressed
Nice-to-haves:
- Experience with homeowner-focused apps (Angi, Thumbtack, etc.)
- Basic HTML for tweaking Help Center articles
🎁 Perks & Benefits
- 100 % employer-paid health, dental & vision
- 401(k) with 4 % match after 6 months
- $1,000 annual learning stipend
- 20 PTO days + 2 mental-health days + your birthday off
- Quarterly remote-team retreats (next one: Asheville, NC)
🌟 Why This Role Is a Great Fit
BrightNest isn’t a ticket factory—we’re the “second-brain” for homeowners. You’ll have real ownership of customer happiness metrics, a direct line to the CEO, and plenty of runway to grow into CX Ops or Team Lead.
📥 How to Apply
We use WorkScreen.io to evaluate real-world skills—no résumé black holes. Click below, complete a short scenario-based test, and we’ll respond within five business days.
👉 WorkScreen link goes here
✅ Job Post Template 2 — Job Description For Entry-Level / Willing-to-Train CSR
📌 Job Title: Customer Support Assistant (Entry Level) at BrightNest — We’ll Train You
💼 Full-Time | On-Site (Charlotte, NC) | $17–$20 / hr
🕒 Schedule: Mon – Fri | 8 AM – 4 PM ET
🎬 Meet the Hiring Manager
Watch this 60-second YouTube clip from Marcus Gray, CX Supervisor, explaining how new hires ramp up in their first 90 days.
➡️ YouTube link goes here
🏡 Who We Are
BrightNest Charlotte is our East-Coast hub, supporting 15,000+ customers. Our local team of eleven mixes southern hospitality with tech-driven efficiency. We believe great service starts with great coaching—that’s why every new hire gets a dedicated mentor and weekly 1:1 feedback.
🧠 What You’ll Be Doing
- Reply to customer emails and live chats using saved replies you’ll help improve
- Flag tricky issues to senior reps and follow up until resolved
- Keep records tidy in our CRM (HubSpot)
- Contribute to “Voice of Customer” meetings by sharing trends you notice
✅ What We’re Looking For
- High-school diploma or equivalent
- Strong people skills—you listen first, talk second
- Comfortable typing 40+ WPM and switching tabs fast
- Reliable, punctual, and eager to learn
Bonus points: retail, hospitality, call-center, or volunteer service experience.
🎁 Perks & Benefits
- Paid training & certification pathway (HubSpot Service Software)
- Health, dental & vision insurance (50 % employer-paid)
- 15 days PTO + 8 paid holidays + 4 flex “life happens” days
- Monthly $50 commute stipend or free parking pass
- Catered Friday lunch and endless coffee
🌟 Why This Role Is a Great Fit
Looking for your first serious career step? We promote from within—three of our senior reps started in this exact role last year. You’ll get structured coaching, clear goals, and a team that genuinely wants to see you win.
📥 How to Apply
We hire for potential, not just experience. Complete a short WorkScreen.io assessment (it’s scenario-based, not timed). We’ll review every submission and get back to you within a week.
👉 WorkScreen link goes here
WorkScreen simplifies the hiring process, helping you quickly identify top talent while eliminating low-quality applications. By saving you countless hours and reducing the risk of bad hires, it empowers you to build a team that delivers results
Breakdown of Why These Customer Service Representative Posts Work
Let’s break down why both of these job posts attract stronger applicants—and how they’re different from the generic templates you’ll find online:
1. ✅ The Job Titles Are Clear and Specific
Instead of vague labels like “Customer Service Rep,” each title is tailored to show:
- The company (BrightNest)
- The location or flexibility (Remote / On-site in Charlotte)
- The level (Entry-level vs. experienced)
- The mission (in the intro, but the title sets the stage)
That clarity helps the right applicants self-identify and increases clicks from qualified candidates.
2. ✅ The Intros Speak to Real Humans
Generic posts start with “Company X is seeking a qualified professional to perform duties…”
These posts do the opposite.
They start with a warm, conversational opening that tells candidates:
- Why the role exists
- How it connects to the company’s mission
- What kind of person will thrive here
That tone sets the stage for trust—and candidates feel like they’re applying to a real company with real people, not a corporate machine.
3. ✅ There’s a Personal Video From the Hiring Team
Most job descriptions are faceless. These include:
- A short Loom from the team lead
- A quick YouTube intro from the CX supervisor
This adds a human connection, builds trust, and helps your post stand out on job boards. It also screens for alignment—candidates who resonate with your style are more likely to apply.
4. ✅ The Responsibilities Are Written Like a Story
Instead of listing robotic tasks like “Respond to inquiries,” these templates:
- Explain what the CSR will do and why it matters
- Use simple, active language that paints a picture
- Show how the role connects to other teams (like Product or Ops)
This makes the post feel relevant, real, and purpose-driven.
5. ✅ The Requirements Are Reasonable—and Welcoming
Too many job posts scare off great talent with long lists of must-haves.
In these templates:
- Core requirements are clear and realistic
- “Nice-to-haves” are framed as optional
- Entry-level applicants are encouraged to apply based on traits, not credentials
This widens the applicant pool and attracts people with the right mindset, not just the “perfect resume.”
6. ✅ Salary and Benefits Are Transparent
Most companies still hide pay ranges. That’s a mistake.
These job posts include:
- Specific salary ranges (not “competitive”)
- A detailed Perks & Benefits section
- Flexibility and support benefits like mental health days or paid training
Transparency builds trust—and attracts serious, high-quality candidates who value clarity.
7. ✅ The Hiring Process Is Respectful and Clear
Instead of “Only shortlisted candidates will be contacted,” these job posts:
- Explain the steps (WorkScreen test → Response in 5 business days)
- Reassure applicants that every application is reviewed
- Remove ambiguity and anxiety from the process
This shows you value the candidate’s time—and signals what it’s like to work at your company.
8. ✅ The Closing Is a Soft, Empowering CTA
Instead of just “Send your CV,” each post:
- Reframes the ask (“We hire for potential, not just experience”)
- Links to a smart, skill-based evaluation (WorkScreen)
- Ends with encouragement, not cold instructions
That kind of ending leaves the reader with a sense of momentum—not hesitation.
Example of a Bad Customer Service Job Description (And Why It Fails)
Let’s look at what a bland, outdated job post looks like—and why it fails to attract strong applicants.
❌ Bad Job Post Example
Job Title: Customer Service Agent
Company: GlobalTech Inc.
Location: Not specified
Salary: Not listed
Type: Full-Time
Deadline: July 30, 2025
Job Summary
GlobalTech Inc. is seeking a Customer Service Agent to handle customer inquiries and resolve complaints in a professional manner. The ideal candidate will possess excellent communication skills and the ability to multitask in a fast-paced environment.
Key Responsibilities
- Respond to customer inquiries via email and phone
- Maintain accurate records of interactions
- Provide product and service information to customers
- Escalate issues to appropriate departments when necessary
Requirements
- Bachelor’s degree in Business, Communication, or related field
- Minimum 3 years of experience in customer service
- Excellent problem-solving skills
- Proficiency in Microsoft Office Suite
How to Apply
Please email your resume and cover letter to hr@globaltechinc.com. Only shortlisted candidates will be contacted.
❌ Why This Job Post Falls Flat
Here’s a breakdown of where this post goes wrong:
1. 🪫 The Job Title Is Generic
“Customer Service Agent” tells you the function, but not:
- Who it’s for
- Where it’s based
- What the company does
- Why the role matters
Strong job posts use titles to target the right person and give instant relevance.
2. 💤 The Intro Is Cold and Vague
There’s no story, no context, no mission.
Just a dry one-liner that could apply to any company, in any industry.
This fails to inspire or differentiate—top candidates scroll right past.
3. 🔒 No Salary Transparency
No mention of pay makes candidates suspicious, and many will opt out entirely—especially in a market where transparency is expected.
4. 🌫 No Mention of Culture or Team
There’s no hint of what it’s like to work at GlobalTech.
No team values, no culture, no personality.
Candidates care about who they’ll work with—not just what they’ll do.
5. 📄 Responsibilities Are Bare-Bones
The duties are written like generic checklists—no detail, no impact.
They don’t explain why the tasks matter or how success will be measured.
6. 📉 The Requirements Are Overkill
Why does a CSR need a bachelor’s degree and three years of experience to answer emails?
Over-specifying requirements screens out capable, motivated applicants—especially those from non-traditional backgrounds.
7. 🤖 The Hiring Process Is Cold and Dismissive
“Only shortlisted candidates will be contacted” is a turn-off.
It feels impersonal, outdated, and signals that the company doesn’t value the applicant’s time.
8. 🪙 The CTA Lacks Energy
The post ends with a passive, transactional call to action.
There’s no motivation, no excitement, no sense of journey—it just says “send your résumé.”
🚨 Bottom Line
This job post isn’t just boring—it’s expensive.
It’ll attract low-effort applications and repel the kind of candidates who care deeply about where they work.
Bonus Tips to Make Your Job Post Stand Out
Even a well-structured job post can be elevated with a few extra touches that show candidates you actually care about their experience.
Here are some powerful (but easy) upgrades that make a big difference:
✅ Tip 1: Add a Trust Notice to Protect Candidates from Scams
Unfortunately, job scams are on the rise—and legitimate candidates are becoming more cautious.
By adding a short “Important Notice” in your job post, you signal safety and professionalism.
Example:
🔐 Important Notice: We take your privacy seriously. We will never ask for payment, bank details, or personal financial information during any part of the hiring process. If you receive any suspicious communication claiming to be from us, please contact us directly.
This small paragraph goes a long way in building trust—especially with careful, high-quality applicants.
✅ Tip 2: Mention Leave Days, Flex Time, or Work-Life Perks
Work matters—but time off matters, too. And if you offer flexible schedules or leave days, say it.
Even a single line can make your post more attractive than 90% of others.
Example:
🌴 Enjoy up to 24 flex days per year, plus additional mental health days—because rest isn’t optional, it’s essential.
It makes your company feel human—and that’s what top candidates are looking for.
✅ Tip 3: Highlight Training & Growth Opportunities
Great people don’t just want a job—they want a path.
Whether it’s mentorship, cross-functional exposure, or upskilling support, include it in your post.
Example:
📚 We invest in your growth. You’ll get access to a personal learning budget, weekly coaching sessions, and a clear internal promotion pathway.
Even if your program is simple, showing intentionality signals that you care about long-term success—not just short-term output.
✅ Tip 4: Add a Loom or YouTube Video From the Hiring Manager
This is a game-changer.
Embedding a short 60–90 second video that introduces the team, shares the company mission, or walks through the hiring process makes your post:
- More personal
- More memorable
- More trustworthy
Don’t worry about production quality.
It doesn’t have to be fancy—just be real, friendly, and direct.
Here is an example that we used in our master guide on how to write a great job post description , you can check it out here https://www.loom.com/share/ba401b65b7f943b68a91fc6b04a62ad4
✅ Tip 5: Reinforce Your Commitment to Candidate Experience
Most job descriptions talk about what they want from candidates. Very few talk about what the candidate will experience.
Flip that script.
Example:
❤️ We believe the hiring process should be fair and respectful. That’s why we review every application, provide timely updates, and use a skill-based evaluation to give every applicant a fair shot.
That one paragraph alone can help you stand out in a sea of ghosting and résumé black holes.
Should You Use AI to Write a Job Post?
These days, almost every hiring tool—including ATS platforms like Manatal and Workable—offers one-click AI job description generators.
It sounds great in theory: press a button, get a post.
But here’s the catch…
⚠️ Why You Shouldn’t Rely on AI Alone
Using AI without context, tone, or real input leads to:
❌ Generic, lifeless posts that could be from any company
❌ Attracting the wrong candidates—those who mass-apply, not mission-fit people
❌ Misaligned tone—robotic phrasing that doesn’t reflect your team or culture
❌ A poor first impression—your job post is your brand to potential hires
You wouldn’t copy-paste a bland cover letter and send it to investors—don’t do it with your hiring either.
✅ The Smart Way to Use AI (With a Real Prompt)
AI can help—when you use it like a writing partner, not a replacement.
Here’s how to do it right:
🔑 Step 1: Feed It Real Inputs
Before prompting the AI, gather your raw ingredients:
- What your company does (1–2 sentences)
- What the role is really responsible for
- Your company values and tone (casual? formal? fun?)
- Benefits, salary, and location
- The type of candidate you want to attract (skills, traits, experience)
🧠 Step 2: Use This Prompt Template
“Write me a job post for a [Job Title] at [Company Name].
We’re hiring because [insert mission or team need].
Our company is [describe what you do in 2 lines], and our culture is [describe team values and tone].
The responsibilities include [list the actual work].
We want to attract candidates who are [describe ideal traits or background].
We offer [insert salary, perks, benefits].
Please write this in a clear, conversational tone—like you’re talking directly to the candidate.
Here’s some rough notes I’ve written to help guide you:
[Paste your bullet points or outline].”
This gives the AI structure and substance. Then, you can:
- Refine the tone
- Tighten the wording
- Personalize sections like the intro and closing CTA
✨ Bonus Tip: Use AI to Polish, Not Publish
Think of AI like an editor or assistant—not a strategist.
Use it to:
- Improve clarity
- Vary sentence structure
- Organize messy ideas
- Make your writing flow better
But the heart of the post—the mission, tone, and team story—should come from you.
Don’t let bad hires slow you down. WorkScreen helps you identify the right people—fast, easy, and stress-free.
Copy-Paste Job Description Templates (Ready to Use)
✅ Option 1: Conversational (Culture-First Style)
📌 Job Title: Customer Support Specialist at [Company Name]
💼 [Job Type] | [Remote / On-site in Location] | [Insert Salary Range]
🕒 [Insert Working Hours / Schedule]
🎥 A Quick Hello From Our Team
Watch this 60-second video from your future manager at [Company Name] to hear how this role fits into our mission and culture.
➡️ [Insert Loom or YouTube link]
🏡 Who We Are
At [Company Name], we help [describe your customer or market] solve [core pain point] through [what your product or service does].
We believe customer support isn’t just about fixing issues—it’s about building trust. We’re a collaborative team that values clear communication, kindness, and accountability.
🧠 What You’ll Be Doing
- Respond to customer inquiries through email and/or live chat
- Troubleshoot issues and document feedback clearly
- Flag bugs or recurring issues to Product or Engineering
- Contribute to help center content and internal process docs
- Collaborate with the support team to improve the customer experience
✅ What We’re Looking For
- Strong written and verbal communication skills
- Calm under pressure and good at problem-solving
- Organized, reliable, and detail-oriented
- Comfortable learning new tools (CRM, ticketing systems, etc.)
Bonus if you have:
- Experience in customer-facing roles (retail, hospitality, support)
- Familiarity with tools like Zendesk, Intercom, HubSpot, or Notion
🎁 Perks & Benefits
- Health, dental, and vision insurance
- [Insert PTO or Flex Days]
- Learning and development stipend
- Option to work remotely or from our [Location] office
- Regular team-building sessions (virtual or in-person)
🌟 Why This Role Is a Great Fit
This isn’t a faceless ticket-answering job. You’ll play a real part in shaping how customers experience our product—and how we grow as a team. You’ll work closely with leadership, get exposure to product development, and have real input into how we support and retain customers.
📥 How to Apply
We use WorkScreen.io to evaluate candidates based on skills—not just résumés.
Click below to complete a short, scenario-based assessment. We’ll get back to you with feedback.
👉 [Insert WorkScreen Link]
✅ Option 2: Structured Format (Job Brief + Responsibilities + Requirements)
📌 Job Title: Customer Service Representative
Location: [Insert Location / Remote Option]
Job Type: [Full-Time / Part-Time]
Compensation: [Insert Salary Range]
Deadline: [Insert Application Deadline]
🎬 Meet the Hiring Manager
Watch this quick video from [Manager’s Name] at [Company Name] to get a feel for the team and the support culture here.
➡️ [Insert Video Link]
📝 Job Brief
[Company Name] is looking for a detail-oriented and empathetic Customer Service Representative to support our growing customer base. You’ll help customers solve problems and ensure they have a smooth, positive experience with our product and team.
🧩 Responsibilities
- Respond to customer questions via email, chat, and/or phone
- Resolve product or account-related issues
- Escalate complex cases to senior support or technical teams
- Maintain accurate records of interactions in our CRM
- Help document FAQs and support processes
📋 Requirements
- Excellent written and verbal communication
- 1–2 years of experience in a customer service role (preferred)
- Proficiency with email, basic help desk tools, and CRM systems
- Empathy, patience, and ability to stay calm in high-pressure situations
- Ability to work independently and manage time effectively
💎 Benefits
- [Insert healthcare coverage details]
- [Insert PTO or paid holidays]
- [Insert growth or learning perks, e.g., education budget]
- [Remote work stipend or commuter benefits]
- Supportive team culture with regular feedback and check-ins
📥 How to Apply
We use WorkScreen.io to fairly evaluate applicants based on real skills and scenarios.
Click the link below to get started. We review every application and provide updates within a few days.
👉 [Insert WorkScreen Link]
Let WorkScreen Handle the Next Step
Writing a compelling job post is only half the battle.
Once the applications start rolling in, you need a faster, fairer way to figure out who’s actually a good fit—and who just copy-pasted a résumé and clicked “Apply.”
That’s where WorkScreen.io comes in.
✅ WorkScreen helps you:
● Spot your top candidates—automatically
WorkScreen evaluates every applicant based on their real skills—not just their résumé.
Each candidate is scored and ranked on a performance-based leaderboard, so you can focus your attention where it counts.
● Run skill-based assessments—without the guesswork
Choose from pre-built, role-specific tests or create your own.
WorkScreen makes it easy to test for real-world ability—whether you’re hiring a Customer Service Rep, a Sales Manager, or a Full-Stack Developer.
● Eliminate low-effort applicants—instantly
You’ll never waste time on candidates who rely on ChatGPT to answer application questions or use one-click apply tools.
WorkScreen filters out the noise, so you spend your time on high-quality, genuinely interested applicants.
● Make confident, data-driven hiring decisions
By replacing résumé review with actual performance signals, you get a clearer picture of who can truly deliver in the role—before you ever hop on a call.
🧠 Bottom line?
If your job post attracts the right people, WorkScreen helps you identify them—faster, smarter, and with less bias.
👉 Start screening candidates with WorkScreen today Create an account at https://workscreen.io
FAQ
While technical tools can be taught, the best CSRs consistently demonstrate the following core skills:
- Empathy: The ability to listen, understand, and respond to customer emotions respectfully
- Clear communication: Especially in writing—support often happens through email or chat
- Problem-solving: Can they resolve an issue without escalating everything to a manager?
- Patience: Not every customer is calm—can they stay grounded under pressure?
- Attention to detail: Small mistakes in communication or data entry can cause major confusion
- Time management: CSRs often juggle multiple conversations and tasks at once
- Tech-savviness: Comfort with CRM tools, live chat platforms, or help desk systems like Zendesk, Intercom, etc.
Even more important than résumé experience is how well they demonstrate these skills during the hiring process—especially in scenario-based assessments or trial tasks.
As of 2025, the average salary for a Customer Service Representative in the U.S. ranges from:
- $38,000 – $52,000/year for full-time, experienced CSRs
- $16 – $22/hour for entry-level or part-time roles
Salaries can vary based on:
- Industry (e.g., tech startups often pay more than call centers)
- Location (remote vs. in-office, urban vs. rural)
- Experience level
- Scope of responsibility (general support vs. technical support or account management)
Always include a salary range in your job post to attract serious, qualified candidates and build trust from the start.
Most companies aim to hire a CSR within 2–3 weeks of posting the job. Here’s a common timeline:
- Week 1: Job post goes live + applications reviewed
- Week 2: Shortlisted candidates complete a skills assessment (like WorkScreen)
- Week 3: Final interviews + reference checks
- Week 4: Offer extended
Delaying decisions too long increases your chances of losing top candidates to faster-moving companies.
While these terms are often used interchangeably, here’s a rough distinction:
- Customer Service Representative typically focuses on general customer-facing interactions—answering questions, solving order issues, etc.
- Customer Support Specialist may suggest a more technical or product-focused support role, often within a SaaS or tech company.
If your support team deals with troubleshooting, product bugs, or onboarding, “Support Specialist” might attract stronger tech-savvy candidates.
