Your business requires a customer service representative who understands the vocabulary of your industry and will commit to learning about your products to provide exceptional customer care. Utilizing Upwork will give you access to a global talent pool - allowing you to hire the perfect customer service representative for your unique business.
What is a customer service representative?
A customer service representative is responsible for the support you offer your customers. From fielding questions, a prospective buyer may ask before a purchase to troubleshooting problems while using a product or service, customer service reps play a critical role in representing your brand.
How do you hire a customer service representative?
You can source customer service rep talent on Upwork by following these three steps:
- Write a project description. You’ll want to determine your scope of work and the skills and requirements you are looking for in a customer service representative.
- Post it on Upwork. Once you’ve written a project description, simply post it to Upwork. Follow the prompts to help you input the information you collected to scope out your project.
- Shortlist and interview customer service representatives. Once the proposals start coming in, create a shortlist of the professionals you want to interview.
Of these three steps, writing your project description is the most important. It’s where you will determine your scope of work, the specific type of customer service representative you need for your project, and your budget.
How much does it cost to hire a customer service representative?
Rates can vary due to many factors, including expertise and experience, location, and market conditions.
- An experienced customer service representative may command higher fees but also works faster, has more specialized areas of expertise, and delivers higher-quality work.
- A contractor who is still in the process of building a client base may price their services more competitively.
Rates typically charged by customer service representatives on Upwork are:
- Beginner: $10 per hour
- Intermediate: $15 per hour
- Advanced: $19 per hour
Why hire a customer service representative?
From customer retention to brand loyalty, many KPIs are tied to an organization’s ability to offer a smooth customer experience. If you’re looking to solve problems and answer questions about your products and services, a customer service representative can help. There are other advantages of hiring such an expert:
- They can provide detailed information about your products and services to potential clients
- They can improve customer loyalty
- Handling complaints and dealing with unhappy customers to find the best possible solution
Industry Trends
For quick and more efficient complaints handling, businesses more often use such technologies as Zoom. Earlier webinars were one of the ways to communicate with the team members. Video support is a great way to connect with clients and educate them on using the product, share company updates, and provide advanced support.
CUSTOMER SERVICE REPRESENTATIVES FAQ
How do you write a customer service representative job post?
Your job post is your chance to describe your project scope, budget, and talent needs. Although you don’t need a full job description as you would when hiring an employee, aim to provide enough detail for a contractor to know if they’re the right fit for the project.
Job post title
Create a simple title that describes exactly what you’re looking for. The idea is to target the keywords your ideal candidate will likely type into a job search bar to find your project. Here are some sample customer service rep job post titles:
- Seasoned customer support representative for a community oriented organization
- Commercial Bank is seeking a full-time customer service rep
- Experienced customer service representative to join a car rental company
Project description
An effective customer service rep job post should include:
- Scope of work: From answering phone calls and emails to writing FAQs, list all the deliverables you’ll need.
- Project length: Your job post should indicate whether this is a smaller or larger project.
- Background: If you prefer experience with certain industries, software, or language, mention this here.
- Budget: Set a budget and note your preference for hourly rates vs. fixed-price contracts
Customer service rep responsibilities
Here are some examples of customer service rep job responsibilities:
- Manage incoming calls
- Handle customer complaints and find the best solution
- Generate sales leads
- Provide information about the company’s special offerings
Customer service rep requirements and qualifications
Be sure to include any requirements and qualifications you’re looking for in a potential candidate. Here are some examples:
- Clear communication skills across channels (phone, email, chat, etc.)
- Conflict resolution and mediation
- Product knowledge
- Attentiveness
- Patience
Ready to streamline your customer experience by providing seamless support? Hire the best customer service reps on Upwork today!