Customer service representative job description template
US format, as of 30 Oct 2026.
A customer service representative (CSR) answers customer questions and fixes problems by phone, chat or email. A strong job description states the channels, shift pattern, hourly pay, targets used to judge performance and any physical or system requirements, so applicants know the real job.
At a glance
- Say channels (phone, chat, email) and shift times.
- State the hourly rate and whether overtime applies. CSR roles are often non-exempt hourly; confirm with DOL FLSA rules.
- Use "with or without reasonable accommodation" for essential functions such as headset or screen time.
Template
Customer Service Representative ([Entry / Experienced])
[COMPANY] | [CITY, STATE / Remote in [STATES]] | [Full-time / Part-time] | Shift: [DAYS, HOURS, TIME ZONE]
PAY: $[RATE] to $[RATE] per hour. Overtime paid as required by law. [Shift differential: $[X] for [SHIFT].]
Benefits: [LIST].
ABOUT THE ROLE
You are the first person customers talk to about [PRODUCT / SERVICE]. You will help [N] customers a day across [phone / chat / email] and report to [TITLE].
WHAT YOU WILL DO
- Answer customer questions and resolve issues on first contact where possible
- Record each contact accurately in [SYSTEM]
- Explain [PRODUCT, POLICIES] clearly and calmly
- Escalate complex cases to [TEAM] with full notes
- Meet quality and response-time targets: [TARGETS, e.g. first-response within [X] minutes]
- Share customer feedback with [TEAM]
WHAT YOU NEED
- Clear written and spoken English [and [LANGUAGE] if job-related]
- Experience in customer-facing work, or willingness to learn (full training: [N] weeks)
- Comfort with [CRM / HELP-DESK TOOL] or similar software
- Reliable internet and a quiet workspace (remote roles)
- Ability to work [SHIFT PATTERN]
NICE TO HAVE
- [Second language]
- Experience with [TOOL]
HOW WE HIRE
Phone screen (15 min), role-play interview (30 min), decision within [N] working days.
EQUAL OPPORTUNITY
[Use the statement from the master template.]How to use it
- Replace placeholders; state real targets. If you measure by average handle time, say so, and check it matches how you will score people.
- Keep entry-level wording honest: say "paid training" only if it is paid.
- For the interview, use the customer service questions and a scorecard.
Customization notes
| Situation | Change |
|---|---|
| Remote | Add equipment you provide, who pays internet costs and time-zone coverage. |
| Multilingual | Name the language and level, tie it to customer need. |
| Seasonal | State start and end dates; say if conversion to permanent is possible. |
| Phone-heavy | Mention headset and call recording. Recording rules vary by state; check with counsel. |
| Senior / team lead | Add coaching, quality review and escalation ownership. |
Pay and level guidance
Entry and experienced roles should differ by scope: experienced reps handle escalations, mentor new reps and use more systems. Check BLS data for typical pay and your local market before setting a range; do not copy another company's rate.
FAQ
Is a CSR exempt or non-exempt? Typically non-exempt (overtime-eligible), but exemption depends on duties and salary, not job title. Check DOL guidance.
Do I need a degree? Rarely. State "high school diploma or equivalent" only if you require it.
Should I list call targets? Yes, in general terms. Applicants decide better when they know how they will be measured.
How do I test for empathy? Use a role-play with a scoring rubric (see our question bank).
Next step
Post this role on LiveRec or your own channels, then use the scorecard template.
Sources
- US BLS, Customer Service Representatives: https://www.bls.gov/ooh/office-and-administrative-support/customer-service-representatives.htm
- US DOL, FLSA overtime: https://www.dol.gov/agencies/whd/flsa
- EEOC, ADA and reasonable accommodation: https://www.eeoc.gov/disability-discrimination-and-employment-decisions
- State pay-range laws with statute citations: /hiring/pay-transparency-laws (checked 2026-10-30)
This is general information, not legal, tax or immigration advice. Rules change and your situation may differ. Consult a licensed attorney or qualified adviser.