Finding the right customer service representative for your small business

A good customer service representative (CSR) is crucial for your business. Acting as the face, voice, and even the ears of your company, CSRs can have a strong impact on the reputation and general perception of your business. Customer service also impacts customer retention and ultimately, profit margins. 

Finding a good representative is crucial; but it’s not just about finding a great rep, it’s about finding the right rep for your business.

What is a customer service representative? (and what are they not?)

A CSR is a trained professional who interacts with customers on behalf of a business. Their duties can include answering questions, guiding customers to the right service or product, taking orders, and processing returns.

When someone calls with an issue, it’s the CSR who finds a solution. When a potential client has a question, the CSR finds an answer. When a customer wants to adjust their order, the CSR processes the change.

Customer service representatives, it should be noted, are not sales representatives. Their goal is not to meet sales quotas, but to enhance the customer experience, which starts long before they buy anything.  

Traditionally, a CSR would perform their duties from your location, sometimes working in a phone or computer center. However, with mobile technology, connectivity, and the increase of work-from-home jobs, many CSRs now work from remote locations. Acting on your behalf, they can perform their duties without actually being at your business.

What skills should you look for in a customer service rep?

A good CSR will have many skills, but listening and communication are probably the most important.

Listening should come first. A CSR needs to listen to customers, understand their issues and help them reach a satisfactory resolution; it’s hard to do that without strong listening skills. A CSR should also have solid communication skills and the ability to clearly communicate with both customers and employees.

Problem solving, friendliness, creativity, and empathy are other important characteristics of effective customer service representatives.

How to find a good customer service representative for your business 

Define the skills and traits you need

While there are universal traits successful CSRs possess (listening, friendliness, problem solving, etc.) there are also traits, talents, skills, and experience that are specific to your business. 

For example, if you work in B2B manufacturing, it’s important that your representative understand the basics of the industry. They need to “speak the language” or at least have the willingness to learn it. 

Specific skills also apply. If the rep will be doing a lot of work in your CRM system, an aptitude and comfort with computers and software is essential. If the job requires heavy doses of customer contact, placing a high emphasis on patience and friendliness may be preferred. 

Define the traits you need and you’ll have better long-term success with whom you hire.

Emphasize and prioritize experience in your industry

This piggybacks onto the previous step of defining the traits and skills you need. One of the ways to find a CSR who fits your needs is to look for someone who has experience in your industry, even if they are not experienced with customer service. If the hired individual has experience in your sector, they can better communicate with customers, managers, co-workers, and stakeholders.  

You shouldn’t rule out people who are new to your sector, but experience in your industry could help the person from the first day onward.

Craft a detailed, accurate job description

It’s important that your job description accurately defines the expected responsibilities of your CSR. Include examples of specific tasks, such as accepting calls from customers, understanding industry jargon, or working in CRM programs. 

Don’t sugar coat it either; you’ll only end up hiring someone who does not fit. If the job is in a competitive, fast-paced environment, say so. If the job could include dealing with difficult customers, say so. If there will be long stretches with little to do, say that as well. Otherwise you may end up hiring someone who does not enjoy the job and doesn’t fit your needs.

Take action!

Visit snagajob.com today and find the right customer service representative for your business. No matter what type of business you own or manage, we can help you find top-quality job candidates.