The Greenhouse blog reports:
"Before you begin writing your customer service job description, you need to understand and identify exactly what will make a great customer service representative at your company. Start by interviewing hiring managers to know exactly what you’re looking for. This will help you filter out unqualified candidates, target the right individuals during sourcing efforts, and structure interview questions that assess the right things...Outline these key attributes and competencies needed for your customer service role, and enter them into your candidate scorecard template...Don't forget your company's culture values! Every company has different core values, so be sure to explicitly define these before publishing your job description. This will help substantially when you begin writing your customer service rep job description, ensuring that every candidate carries these values and fits the mold [your] team is looking for...When writing a customer service representative job description, you’ll want to make sure you include their job tasks and responsibilities. Being as descriptive as possible will help potential candidates get a feel for what their day-to-day will look like, and if they’re a good fit for your company...Candidates want to see a clear title and job description that communicate what they will be doing in a role. However, this doesn’t mean 'Customer Service Representative' is your only option. A creative job title just might get stellar prospects excited about applying to your organization, because it can show how much you value the position...When you’ve collected all of the information above, it’s time to take your first crack at writing a good customer service job description. It’s important to ensure your job descriptions mirror the tone, goals, and values of your company...The customer service role is crucial to the success of your business and directly impacts the way people feel about your brand, your company, and the products or services you provide. Individuals who fill this position are critical to your company’s mission because they serve as a direct link between you and the customer. They are the people who will be making a lasting impression on clients and customers they interact with. By spending time carefully crafting your customer service rep job description, you set yourself up for hiring success! Once you begin opening the doors and interviewing candidates, you use your candidate scorecard to help you get structured written feedback from all the members of your team conducting interviews."
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