How to write a customer service job description

Sometimes sitting down to write a job description can feel like a monumental task. You’re setting out to build a great customer service team, and your team is your greatest investment.  There’s a lot of pressure to get it right.

But it doesn’t have to be that difficult. You can make it easier on yourself by not reinventing the wheel every time you need to post a job opening. Go through previous descriptions that you and the other hiring managers have written in the past. You can re-use any content that is still relevant, especially if it worked well once before. Even if you need to make a few edits, it’s still less work than starting from scratch. If nothing else, you have a stake in the ground, which will make it easier to bring in collaborators. You can even hunt around online for examples of corresponding positions at similar companies and alter it to meet your own company culture.

Speaking of which, it’s a good idea to get other people involved. Someone with a similar role or anyone who will be working directly with that person will have valuable input. Get together with them and make a list. On one side write down the minimum job requirements, and on the other side write what you see as bonus skills or attributes.

Now look at the list of requirements and ask yourselves, “Are we asking too much?” If so, you might need to shift some of the requirements into the bonus column. Keep at it until you’ve reached equilibrium.

This process will help you clearly define the role and your expectations. It’s an opportunity to take a 360-degree look at the job – what part it will play in the company, the day-to-day functions, and growth opportunities. Also, since you want to attract someone who has the right personality, you should develop a clear idea of the company culture and apply it to every job description.

Finally, when all the stakeholders have signed off on the description, think about where you want to post it. Remember, your goal is not to attract a gazillion candidates. You want to attract the best candidates. Go beyond the careers page on your website. Do a little research to find the job posting sites and aggregators that are already being used by the kind of people you’re looking for.

This blog post is part of a free ebook “How to Hire the Best Customer Support Reps.”  Learn more about how to find, interview, and hire the best customer support agents.