Job Descriptions Customer Service Representative.

Job Descriptions

Customer Service Representative. Job reports to Customer Service Supervisor.

Job Summary: The customer service representative position encompasses a broad range of functions related to communication between the company and its clients. The position is crucial for retaining customer support and ensuring customer satisfaction.

Functions: 1. Telephone, email, and face-to-face communications encompass at least 90% of job time. The representative must ensure that all the customer's questions are answered and all complaints heard and resolved quickly. Customer service representatives are also responsible for reporting to supervisors about trends in customer complaints so that the company can make necessary improvements based on this feedback. Therefore, the customer service representative also communicates with supervisors and coworkers regularly. 2. The remaining 10% of job time is taken up by diligent record keeping, which is usually but not always accomplished simultaneous with a telephone conversation. The customer service representative works in a sedentary position, but one that requires acute mental skills and emotional intelligence.

Working Conditions: The working conditions of the customer service representative include long hours indoors, possibly in an air-conditioned environment. Being seated for long periods of time may cause some individuals to experience back pain and other physical maladies that should be remedied by frequent stretching and exercises. However, the most demanding working condition involves the mental and emotional energy that can be expended during the course of the job. Many customers will be angry and the representative must take care not to respond with frustration but with kindness. The equipment used by the customer service representative includes computer terminals and telephones.

Minimum Education: A high school education is all that is required to fulfill the basic duties of the position, because communications skills do not depend on a higher education. However, the customer service representative should be familiar with all software and hardware used on the job and must also have a strong command of English. Therefore, a two- or four-year degree would be helpful.

Sales Representative: Reports to a sales manager (job not yet created)

Job Summary: The sales representative is crucial to the success of the company by bringing in new clients/accounts and retaining existing ones. The sales representative is also responsible for identifying new markets and making suggestions for new marketing techniques.

Functions: The functions of the sales representative are diverse and change frequently. 1. The sales representative solicits new clients. Although comprising less than half of the employee's time, solicitation of new clients is one of the most important functions of the position. Depending on how fast the company is able to grow and produce more hats, the sales representatives may or may not have a quota of new clients. 2. The sales representative retains existing clients by keeping track of inventory data and making frequent follow-up communications. Each sales representative will be assigned to specific clients so that inventory data can be easily managed. The sales representative should make regular check-up calls to clients at intervals determined by the sales manager. This function also comprises a little less than half of the sales representative's time. 3. Identifying new markets or marketing techniques. The sales representative should be able to identify new target markets and make suggestions to his or her supervisor during meetings. This comprises a relatively small portion of the representative's time and may only be a function reserved for the sales manager.

Working Conditions: The working conditions of the position vary greatly, as the sales representative may need to drive to clients, spend time outdoors with clients, or spend long hours on the telephone or computer. The position requires mental flexibility as well as tenacity. No special equipment is required for the position, but a car would be helpful.

Minimum Education: A sales representative can succeed with only a high school education, but some college would be helpful for knowledge of basic marketing and communications. A marketing background would help the representative become more useful in fulfilling the goals of the company.

Sample Job Family for Customer Service