Each customer service representative on your team plays a vital role in the success of your business. They work directly with customers, providing support, solving problems, processing orders/payments, and selling products and services. Customer service representatives are the front line of reputation and quality. Which is why it’s so important to hire good ones! 

To find truly excellent customer service representatives, you’re looking for someone to elevate your business, increase your customer base, and keep that base returning for more. And we’re here to help! This week, let’s talk about how to attract top customer service talent and how to choose the best overall fit for your company. 

Clearly Define Your Expectations 

Any time you’re hiring a new employee, it’s critical to clearly define what the role will involve. For customer service representatives, these expectations should include precise job duties, as well as the necessary skills, credentials, and experience needed to be successful. Defining this in advance will give you a strong picture of the kind of candidate you should be looking for. 

Use this list as a guide, but don’t be too wedded to it. You want to make sure you’re attracting the most qualified candidates. But don’t toss a resume aside simply because they’re one year shy of the experience requirements. An amazing customer service representative can come from anywhere, and you should be open to checking someone out who might be a little out of your comfort zone. 

Create a Great Job Listing 

Another way to attract the best candidates is to create a compelling job listing. The description needs to be clear and concise but not boring. A well-written job description, with duties and expectations clearly laid out, will go a long way towards attracting top talent. 

Be sure to showcase salary and benefits. Job candidates want to know whether or not a company is going to be a good home for them. Making sure pay rate and benefits are clearly listed makes your business all the more attractive. 

In this hiring climate, being creative about benefits can set you apart from other companies that are hiring. Can you provide work flexibility? Wellness benefits? A healthy, community lunch once a week? Any of these details can help highlight your strong work culture and attract candidates looking for more than just a paycheck. 

Always make sure that you dedicate a small section of the posting to describing your business. This is where you can have a little bit of fun. Show the prospective candidate what they can expect when working for you. The more attractive the working environment, the more likely you are to grab the attention of quality candidates. 

Don’t Skimp on the Details

When you work with a trusted staffing service, like Masiello, a lot of the heavy lifting is done for you. We’ll arrange initial screenings, peruse resumes, and deliver the top talent. But when it comes to the official interview, the ball is in your court.

This is when you can dig deep and learn as much about the candidate as possible. The interview process is so important because you’re meeting someone for the first time. This is both their, and your, chance to make an excellent impression. 

Here are some things you’ll want to take note of during the interview. Are they dressed professionally? Confident and positive? Do they answer questions directly? Do they remain calm and focused under the pressure? Do they seem comfortable? Have a sense of humor? Have they done their research on your business? 

All of these are questions you should be asking yourself and documenting during the interview. Pay particular attention to how they engage in conversation because that’s going to need to be their strong suit.

Communication Takes the Cake 

If there is one thing a good customer service representative needs to have, it’s communication skills. Written and verbal communication are the cornerstones of excellent customer service. If a representative can clearly get across what the customer needs and how the business can help meet those needs, then they have an enormous advantage. 

Resumes and cover letters are an excellent way to see a candidate’s written communications skills. Can they make a strong written case about why they’re right for the job? And can they do it with clean spelling and grammar?  

Then, as we mentioned, the interview itself is the time to assess those verbal communication skills. If they pass with flying colors, you’ve got yourself a winner. 

Check References 

Reputations are not built overnight. They take many years of experience and interactions with mentors and colleagues over a span of time. Talking to former employers will give you insight into how a candidate performs in an actual workplace. Checking references is the key to a candidate’s history, ability, and attitude. 

Tap into Support from Your Staffing Service 

Hiring can be overwhelming and time-consuming, which is why you need someone on your side. We take the weight of the hiring process off your shoulders so you can focus on growing your business. Let us find the best candidates by doing all the leg work with background and experience before you even need to schedule an interview. 

Not only does this save you time, but you know you are relying on a staffing service that specializes in customer service candidates. 

If you’re a business in the Keene, Brattleboro, or Greenfield area and you’re looking to hire your next great customer service representative, we can help! Since 1986, Masiello Employment Services has been connecting the best candidates and businesses in the region. Find your next exceptional team member by calling 603 358 1000 or visiting our offices in downtown Keene, NH. We can’t wait to meet you!