Sample Job Description for Customer Service and Support Representative II
Job Description Management
A sample job description outlines the essential duties, responsibilities, and requirements of a specific role within an organization. It provides a clear and concise summary of what the job entails, the expectations for the position, the qualifications, and skills and competencies required to perform the job successfully.
An accurate, well-written job description example can attract qualified candidates and ensure that both the employer and employee have a clear understanding of the role. It can also serve as a basis for performance evaluations and career development plans.
Additionally, sample job descriptions are helpful in other areas of HR, such as to determine pay structure, create a sound job architecture, and ensure legal compliance with labor laws and regulations.
Matching the right person with the right background and skills to the appropriate role is critical to the success of any organization and it starts with an accurate job description.
Our job description management solution, JobArchitect, simplifies the process of creating and maintaining job descriptions, and helps companies accurately communicate a job’s required skills so that you can hire right and perform better.
Customer Service and Support Representative II Job Overview
Customer Service and Support Representative II Job Description Sample
Responds to customer inquiries by telephone, e-mail, or chat to provide non-technical problem resolution.
JOB LEVEL
A02
EDUCATION/DEGREE
High School Diploma or Technical Certificate
REPORTS TO
Supervisor
Salary Range
BASE 50%
$45,840
TOTAL 50%
$46,700
Job Responsibilities for Customer Service and Support Representative II
Resolves mostly routine and some non-routine, more complex problems and communicates solutions or requested information to the customer. Analyzes a customer's service needs and refers to other service or technical departments for follow up as needed. Uses a customer relationship application or database to record activities and research product information.
Search Job Openings
View Job Description Templates of Similar Jobs
| Job Title | Job Description | |
|---|---|---|
| 1 | Account Representative, Sr. | The Account Representative, Sr. pursues relationships with potential new accounts and seeks business expansion opportunities with current clients. Develops relationships with mid-sized clients in order to increase revenue. Being an Account Representative, Sr. may visit client locations periodically to ensure client satisfaction and promote ongoing contract renewal. Has detailed knowledge of products and services being offered and ensures that products and services consistently meet client needs. In addition, Account Representative, Sr. provides sales quotations and responds to requests for proposals. Typically requires a bachelor's degree. Typically reports to a supervisor or manager. Being an Account Representative, Sr. occasionally directed in several aspects of the work. Gaining exposure to some of the complex tasks within the job function. Working as an Account Representative, Sr. typically requires 2-4 years of related experience. |
| 2 | Field Service Engineering Manager | The Field Service Engineering Manager plans and oversees installation, troubleshooting, and maintenance of products/equipment to ensure proper function and maximize uptime. Manages field service personnel to provide effective on-site support and technical assistance with various products or equipment. Being a Field Service Engineering Manager handles service contracts and directs support services. Oversees the scheduling and training of field service representatives. In addition, Field Service Engineering Manager develops methods, guidelines, and policies to facilitate efficient service delivery. Reviews service reports to monitor service performance and enhance customer satisfaction. Ensures all customer issues are satisfactorily resolved, utilizing engineering, manufacturing, and other teams as needed. Requires a bachelor's degree. Typically reports to a director. The Field Service Engineering Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Working as a Field Service Engineering Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. |
| 3 | Customer Care Executive | The Customer Care Executive is responsible for the overall satisfaction of customers. Plans and directs all aspects of an organization's customer service policies, objectives, and initiatives. Being a Customer Care Executive typically reports to top management. May require an advanced degree. The Customer Care Executive manages a departmental function within a broader corporate function. Develops major goals to support broad functional objectives. Approves policies developed within various sub-functions and departments. Comprehensive knowledge of the overall departmental function. Working as a Customer Care Executive typically requires 8+ years of managerial experience. |
| 4 | Entry Sales Representative | The Entry Sales Representative works with customers to find what they want, create solutions and ensure a smooth sales process. Develops new prospects and interacts with existing customers to increase sales of an organization's products and/or services. Being an Entry Sales Representative requires an associate's degree or its equivalent. A certain degree of creativity and latitude is required. In addition, Entry Sales Representative typically reports to supervisor or manager. Being an Entry Sales Representative work is closely managed. Works on projects/matters of limited complexity in a support role. Working as an Entry Sales Representative typically requires 0-2 years of related experience. |
| 5 | Intermediate Sales Representative | The Intermediate Sales Representative works with customers to find what they want, create solutions and ensure a smooth sales process. Develops new prospects and interacts with existing customers to increase sales of an organization's products and/or services. Being an Intermediate Sales Representative requires an associate's degree or its equivalent. A certain degree of creativity and latitude is required. In addition, Intermediate Sales Representative typically reports to supervisor or manager. Being an Intermediate Sales Representative occasionally directed in several aspects of the work. Gains exposure to some of the complex tasks within the job function. Working as an Intermediate Sales Representative typically requires 2 -4 years of related experience. |
Customer Service and Support Representative II Skills & Proficiency Level
| Skills | Proficiency Level |
|---|---|
| Products And Services | Level 2 |
| Customer Focus | Level 3 |
| Service Excellence | Level 2 |
