Customer Service Consultant Job Description [Updated for 2025]

In the dynamic world of customer service, the role of a Customer Service Consultant is more significant than ever.

As the face of a company, the demand for skillful individuals who can handle, enhance, and protect our customer relationships continues to grow.

But let’s delve deeper: What’s truly expected from a Customer Service Consultant?

Whether you are:

• A job seeker trying to understand the core of this role,
• A hiring manager outlining the perfect candidate,
• Or simply fascinated by the art of customer service,

You’re in the right place.

Today, we present a customizable Customer Service Consultant job description template, created for easy posting on job boards or career sites.

Let’s get started.

Customer Service Consultant Duties and Responsibilities

Customer Service Consultants play a crucial role in maintaining the satisfaction and retention of a company’s customer base, through providing exceptional customer service, troubleshooting problems, and providing product information.

Their main duties and responsibilities include:

• Answering customer inquiries in a courteous and professional manner
• Identifying customer needs and recommending appropriate products or services
• Providing solutions to customer complaints in a timely manner
• Processing orders, forms, applications, and requests
• Maintaining a deep knowledge of company’s products or services
• Communicating with other departments to ensure resolution of customer issues
• Keeping records of customer interactions, transactions, comments, and complaints
• Providing feedback on the efficiency of the customer service process
• Training other staff members on providing excellent customer service
• Participating in team meetings and trainings to stay updated on the latest industry trends, products, and procedures

 

Customer Service Consultant Job Description Template

Job Brief

We are looking for a dedicated Customer Service Consultant to join our team.

The successful candidate will be the first point of contact for customers, answering inquiries and providing solutions to customer concerns.

Customer Service Consultant responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities.

To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust.

Ultimately, you will help establish our reputation as a company that offers excellent customer service.

 

Responsibilities

• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Identify customer needs and help customers use specific features
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with customers
• Monitor customer complaints on social media and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Gather customer feedback and share with our Product, Sales and Marketing teams

 

Qualifications

• Proven work experience as a Customer Service Representative, Customer Support Representative or similar customer service role
• Experience using help desk software and remote support tools
• Understanding of how CRM systems work
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Patience when handling tough cases
• BSc degree in Business Administration or relevant field

 

Benefits

• 401(k)
• Health insurance
• Dental insurance
• Retirement plan
• Paid time off
• Training and development opportunities

 

Additional Information

• Job Title: Customer Service Consultant
• Work Environment: Office setting with options for remote work. Some travel may be required for team meetings or client consultations.
• Reporting Structure: Reports to the Customer Service Manager.
• Salary: Salary is based upon candidate experience and qualifications, as well as market and business considerations.
• Pay Range: $45,000 minimum to $65,000 maximum
• Location: [City, State] (specify the location or indicate if remote)
• Employment Type: Full-time
• Equal Opportunity Statement: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
• Application Instructions: Please submit your resume and a cover letter outlining your qualifications and experience to [email address or application portal].

 

What Does a Customer Service Consultant Do?

Customer Service Consultants are typically employed by a wide range of industries and businesses, providing service and support to customers or clients.

They can work in call centers, retail businesses, or any other industry that interacts directly with customers.

Their primary role is to ensure customer satisfaction by resolving their complaints, inquiries, or issues effectively and in a timely manner.

They handle queries, provide information about products or services, and may also assist in making purchases or returns.

Customer Service Consultants interact with customers through various channels such as telephone, email, online chat, or face-to-face.

They are trained to handle difficult or emotional customers and are skilled in maintaining a professional and courteous demeanor in all interactions.

They also work closely with other departments or team members to resolve more complex issues.

For instance, they might coordinate with the technical team for product-related issues or with the billing department for payment disputes.

In addition, they also collect customer feedback and communicate it to the management or relevant departments for improving products, services, or customer service strategies.

In some roles, they are responsible for making sales or upselling products or services, and might also have targets to meet.

Customer Service Consultants play an important role in establishing a good relationship between the company and its customers, hence ensuring customer loyalty and business growth.

 

Customer Service Consultant Qualifications and Skills

A proficient Customer Service Consultant should possess a variety of skills and qualifications that match your job description, including:

• Exceptional communication skills to clearly and effectively interact with clients, understand their needs and provide them with accurate information.
• Problem-solving skills to identify customer issues, analyze situations and apply practical solutions promptly.
• Excellent customer service skills to build and maintain long term relationships with customers, gaining their trust and loyalty.
• Interpersonal skills to interact positively and professionally with customers and team members, promoting a pleasant and cooperative environment.
• Ability to use various customer service software and platforms to manage customer interactions and track their details.
• Time management and organizational skills to handle multiple customer requests simultaneously and efficiently.
• Patience and empathy to handle customer complaints and difficult situations, always aiming to provide a positive customer experience.
• Flexibility to adapt to different situations and handle changes in policies or procedures effectively.

 

Customer Service Consultant Experience Requirements

Entry-level candidates for a Customer Service Consultant role often have at least 1 to 2 years of experience in customer service, sales, or a related field.

This experience may be gained through part-time roles or internships, which provide a foundational understanding of customer interaction and problem-solving.

Additionally, candidates may also gain experience through roles such as Call Center Agent, Receptionist, or Sales Assistant.

These roles provide opportunities to develop strong communication skills, learn about product or service offerings, and gain an understanding of customer needs.

Candidates with over 3 years of experience often have a deeper understanding of customer service principles and are proficient in handling complex customer inquiries.

They often have experience in roles such as Customer Service Representative, Sales Consultant or Account Manager.

Those with more than 5 years of experience typically have some managerial or leadership experience.

They are skilled in managing teams, handling escalated customer issues, and implementing customer service strategies and initiatives.

They may be prepared for roles such as Customer Service Manager, Team Lead or Operations Manager.

 

Customer Service Consultant Education and Training Requirements

Customer Service Consultants often require a high school diploma or its equivalent, but many employers prefer candidates with a bachelor’s degree in business administration, communications, or a related field.

In addition to formal education, Customer Service Consultants need strong interpersonal and communication skills.

They should be able to listen effectively, respond empathetically to customers, and solve problems efficiently.

Training in customer relationship management (CRM) software, like Salesforce or Microsoft Dynamics, can be advantageous.

Likewise, knowledge of industry-specific software may also be required, depending on the field in which the consultant is working.

Some positions may require Customer Service Consultants to undergo training in conflict resolution or negotiation, as these skills can be crucial in resolving customer issues.

Certifications, such as the Certified Customer Service Professional (CCSP) or Certified Customer Experience Professional (CCXP), can also enhance a candidate’s marketability and demonstrate their commitment to the field.

Continuing education and professional development are key in this role as customer service trends and technologies evolve rapidly.

 

Customer Service Consultant Salary Expectations

A Customer Service Consultant can expect to earn an average salary of $37,834 (USD) per year.

However, the exact salary can fluctuate depending on factors like work experience, skills, the industry of the employing company, and the cost of living in the job location.

 

Customer Service Consultant Job Description FAQs

What skills does a Customer Service Consultant need?

A Customer Service Consultant should possess excellent communication and listening skills to understand and respond to customers’ needs effectively.

They should be empathetic, patient and have the ability to stay calm under pressure.

Problem-solving skills are also essential as they often need to handle complaints and provide solutions.

Additionally, they should be proficient in using customer relationship management (CRM) software.

 

Do Customer Service Consultants need a degree?

While a degree is not always necessary, some employers might prefer candidates with a bachelor’s degree in business administration, sales, or related field.

However, high school diploma holders with a strong background in customer service can also excel in this role.

Above all, excellent interpersonal and problem-solving skills, along with a customer-focused attitude, are the most crucial requirements for this role.

 

What should you look for in a Customer Service Consultant resume?

Look for a history of customer service roles and a proven ability to handle customer complaints and queries efficiently.

Check if they have experience using CRM software, as it’s a common tool in the role.

Any additional skills such as proficiency in a second language, sales experience, or certifications in customer service can be a bonus.

 

What qualities make a good Customer Service Consultant?

A good Customer Service Consultant should be a good listener, patient, and have a genuine desire to help others.

They should be empathetic and can handle stressful situations calmly.

They need excellent communication skills to interact with customers effectively and should be able to handle multiple tasks at once.

Further, they should be detail-oriented and have a strong understanding of the products or services their company offers.

 

What are the daily duties of a Customer Service Consultant?

Customer Service Consultants typically start their day by reviewing any unresolved customer queries or complaints.

Their main task is to interact with customers through various channels, including phone, email, and social media, and provide solutions to their problems.

They may also be involved in promoting and selling the company’s products or services.

They need to keep records of all interactions and transactions and contribute to the development of customer service protocols and procedures.

 

Conclusion

And there we have it.

Today, we’ve given you a peek behind the scenes of what it truly means to be a customer service consultant.

And guess what?

It’s not just about answering calls.

It’s about shaping the customer experience, one interaction at a time.

With our handy customer service consultant job description template and real-world examples, you’re equipped to take the leap.

But don’t stop just yet.

Go further with our job description generator. It’s your next step to crafting pinpoint-accurate listings or refining your resume to shine.

Remember:

Every customer interaction is a piece of the bigger picture.

Let’s shape that experience. Together.

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