Free customer service rep job description template
Fill in the [brackets] and cut anything that doesn’t fit your job. Unlock one-tap copy and PDF download free with your email.
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Customer Service Representative job description template · Fill in the [brackets]
Customer Service Representative
About the job
[Business name] is hiring a Customer Service Representative who answers customer questions by phone, email and chat, solves problems, and keeps customers coming back. [One or two sentences about your business and why someone would want to work there.]
What you’ll do
- Answer customer calls, emails and chats about [products or services]
- Explain products, services, pricing and policies
- Take orders, calculate charges and process payments or billing
- Review and update customer accounts in [system]
- Handle returns, exchanges and complaints, and escalate when needed
- Record each customer contact and the action taken
- Follow up with customers to make sure issues are resolved
What you need
- High school diploma or equivalent
- Clear, friendly communication by phone and in writing
- Comfort with computers and [software]
- Patience and problem-solving with upset customers
Nice to have
- Experience in [industry]
- Bilingual [language] and English
How to apply
[Apply link, email or phone], by [date].
[Business name] is an equal opportunity employer.
✓ Unlocked. Use the buttons above the template to copy it or save it as a PDF.
Example: the template filled in for a small business
Hypothetical example for Hillside Pet Supply, a three-person online pet store.
Hillside Pet Supply is hiring a part-time Customer Service Representative (25 hours a week, Monday to Friday) to answer customer emails and chats, track down shipping problems, process returns and keep our five-star reviews coming. You'll report to the owner and use Shopify and Gorgias, which we'll teach you.
Notice what makes it work: real hours, the actual tools, who they report to, and one honest reason to want the job. That’s the difference between a blank template and a job description that gets the right applicants.
What a customer service rep does
A customer service rep answers customer questions by phone, email and chat, solves problems, and keeps customers coming back. Typical duties include:
- Answer customer calls, emails and chats about products or services
- Explain products, services, pricing and policies
- Take orders, calculate charges and process payments or billing
- Review and update customer accounts in system
- Handle returns, exchanges and complaints, and escalate when needed
- Record each customer contact and the action taken
Duties adapted from the U.S. Bureau of Labor Statistics, Occupational Outlook Handbook.
Requirements, training and licenses
Most customer service jobs need no license. Representatives who give information about finance or insurance may need a state license, which usually requires passing an exam.
Training: Typically 2 to 4 weeks of on-the-job training.
How much does a customer service rep make?
Source: U.S. Bureau of Labor Statistics, Occupational Outlook Handbook. A median means half earned more and half earned less. Pay in your area may be higher or lower; check postings for similar jobs near you. A growing number of states and cities require a pay range in job postings, so check your local rules before you post.
Before you set the rate, run the free hiring cost calculator. It adds payroll taxes and other costs and shows how much work the hire needs to bring in to pay for itself.
Free template or written for you?
| Free template | Job Description $99 | Hiring Kit $349 | |
|---|---|---|---|
| Written for | Any business | Your business | Your business |
| Duties and schedule | Typical, with blanks | Yours, filled in | Yours, filled in |
| Pay | National figure | Set for your local market | Set for your local market |
| State rules | “Check your state” | Checked for your state | Checked for your state |
| Ready to post | No, you edit it | Yes | Yes, plus the job posting |
| Performance review form | — | Included free | Included |
| Interview guide and 30-60-90 day plan | — | — | Included |
| Use the template | Have us write it | Get the Hiring Kit |
Free template
- Typical duties with blanks to fill in
- National pay figure
- You edit it before posting
Job Description · $99
- Written for your business: your duties, schedule and pay
- Checked for your state’s rules
- Ready to post
- Free matching performance review form
Hiring Kit · $349
- Everything in the $99 job description
- The job posting
- Interview guide
- 30-60-90 day plan for the new hire
Fixed prices. See what’s included in Job Description Writing and the Hiring Kit.
Common questions
What's the difference between a customer service rep and a receptionist?
A receptionist mainly greets visitors, answers the main phone line and manages the schedule. A customer service rep handles customer questions, orders, accounts and problems, often by phone, email and chat. In a small business one person often does both; if so, list both sets of duties.
Can I use this template for free?
Yes. Copy it, edit it and post it. It's a starting point written for any business, so fill in the brackets and adjust the duties to your actual job. If you'd rather have it written for your business, ready to post, our Job Description service is $99.
Is this legal advice?
No. This page is general information. Requirements for some roles, especially in healthcare, vary by state. Check your state's rules, and talk to an employment attorney if you're unsure.
Published by Groundwork Business Advisory. Updated October 2026. General information, not legal advice. Pay data: U.S. Bureau of Labor Statistics, Occupational Outlook Handbook, May 2025 wage estimates.