Customer Support Counselor Job Description [Updated for 2025]

In today’s customer-centric world, the role of Customer Support Counselors has never been more critical.

As businesses increasingly strive to deliver exceptional customer service, the demand for skilled professionals who can guide, assist, and ensure customer satisfaction grows stronger.

But what does it truly mean to be a Customer Support Counselor?

Whether you are:

• A job seeker trying to understand the heart of this role,
• A hiring manager crafting the profile of the perfect candidate,
• Or simply curious about the intricacies of customer support,

You’re in the right place.

Today, we present a customizable Customer Support Counselor job description template, tailored for easy posting on job boards or career sites.

Let’s dive in.

Customer Support Counselor Duties and Responsibilities

Customer Support Counselors play a crucial role in providing information, assistance and guidance to customers.

They troubleshoot problems, provide solutions, and ensure the customer’s overall satisfaction with the product or service.

Their duties and responsibilities include:

• Answering customer inquiries via phone, email, or in-person
• Diagnosing and resolving technical issues related to the product or service
• Providing customers with information about products, services, or policies
• Using a customer management system to track customer interactions and solutions
• Working with other team members to understand and resolve customer issues
• Escalating customer concerns to the appropriate department or person if necessary
• Following up with customers to ensure their issues are resolved and they are satisfied with the service
• Training and advising customers on how to use products or services
• Participating in training and development opportunities to stay updated on product or service knowledge
• Providing feedback to the product or service team to help improve customer experience

 

Customer Support Counselor Job Description Template

Job Brief

We are seeking a dedicated Customer Support Counselor to provide exceptional customer service in handling inquiries, complaints, and feedback from our customers.

The role involves understanding customer needs and assisting them in resolving their issues, providing product information, and giving advice on utilizing our products or services effectively.

Successful candidates will have a strong customer service background, excellent communication skills, and the ability to handle difficult situations with professionalism and patience.

 

Responsibilities

• Handling customer inquiries and complaints in a timely and professional manner.
• Identifying customer needs and providing appropriate solutions.
• Providing information about our products and services to customers.
• Assisting customers in utilizing our products or services effectively.
• Escalating customer complaints to the appropriate department when necessary.
• Maintaining records of customer interactions and transactions.
• Working closely with the customer service team to achieve targets and goals.
• Participating in regular training sessions to improve knowledge and performance level.
• Contributing to the development of company procedures and standards for customer service.

 

Qualifications

• Proven experience as a customer service representative or similar role.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities.
• Ability to handle difficult situations with professionalism and patience.
• Knowledge of customer service software, databases, and CRM tools.
• High school diploma or equivalent; a Bachelor’s degree is a plus.

 

Benefits

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

 

Additional Information

• Job Title: Customer Support Counselor
• Work Environment: Office setting with options for remote work. Some travel may be required for team meetings or training sessions.
• Reporting Structure: Reports to the Customer Service Manager or Head of Customer Support.
• Salary: Salary is based upon candidate experience and qualifications, as well as market and business considerations.
• Pay Range: $35,000 minimum to $50,000 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 Support Counselor Do?

Customer Support Counselors are crucial members of a company’s customer service team, often working in call centers, retail businesses, or any industry that deals directly with customers.

Their primary role is to provide help and advice to customers about a company’s products or services.

They interact with customers through various channels such as phone calls, emails, live chat or face-to-face interactions.

Customer Support Counselors listen to customer concerns, answer queries, solve problems, and facilitate solutions.

They are expected to have detailed knowledge of the products or services offered by the company and use this knowledge to assist customers effectively.

In addition to resolving issues, they may also be responsible for providing information about products or services, taking orders, processing returns, and escalating complex issues to the appropriate team or department.

Customer Support Counselors often play a significant role in customer retention and contribute to the overall customer experience.

They are also expected to handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.

Finally, maintaining detailed records of customer interactions and processing customer accounts are also part of their duties.

 

Customer Support Counselor Qualifications and Skills

A proficient Customer Support Counselor should have skills and qualifications that meet the demands of the job role, such as:

• Excellent communication skills to effectively interact with customers, understand their problems, and explain solutions in a clear and concise manner.
• Problem-solving skills to efficiently identify and address customer issues, recommend solutions, and follow up to ensure resolution.
• Interpersonal skills to build strong relationships with customers, fostering a sense of trust and loyalty.
• Knowledge of the product or service to provide accurate information and support to customers, and to handle technical queries.
• Patience and empathy to deal with frustrated customers, maintaining a calm, polite and professional demeanor at all times.
• Time management skills to handle multiple customer queries efficiently, ensuring that all customers are attended to promptly and their issues resolved.
• Customer service skills for performing tasks such as processing transactions, scheduling appointments, and following up with customers.
• Ability to work in a team, collaborating with other departments or team members to resolve customer issues.

 

Customer Support Counselor Experience Requirements

Customer Support Counselors typically require a minimum of 1 to 2 years of experience in the customer service field.

This can be acquired through a variety of roles such as Customer Service Representative, Call Center Agent, or Sales Associate in retail or other customer-focused industries.

In their roles, these professionals gain valuable experience in problem-solving, communication, and understanding customer needs, which are critical skills in a customer support environment.

Candidates with 3 to 5 years of experience often have more in-depth knowledge about customer support systems, handling complex complaints, and managing customer relations.

They may also have some experience in utilizing customer relationship management (CRM) software and other relevant tools.

Those with over 5 years of experience may have been involved in team management or supervisory roles.

At this level, they likely have experience in implementing customer support strategies, training junior staff, and managing a team.

This makes them qualified for managerial roles within the customer support department.

 

Customer Support Counselor Education and Training Requirements

A Customer Support Counselor generally requires a high school diploma or equivalent.

Some roles may require a bachelor’s degree in fields such as business administration, marketing, communications, or a related field.

Experience in customer service, sales, or a similar field can be beneficial, but many employers provide on-the-job training.

Customer Support Counselors should have excellent communication and problem-solving skills.

They may also need knowledge of specific industries, products, or services.

In addition to these skills, Customer Support Counselors often need to be proficient in certain software and technology platforms, such as customer relationship management (CRM) systems.

Some employers may prefer or require Customer Support Counselors to have certifications in customer service or a related field.

These certifications can demonstrate an individual’s commitment to their career and their ability to provide high-quality customer service.

Continuing education and training are also important in this role as it keeps the Customer Support Counselor updated on the latest customer service trends and techniques.

Many employers also offer on-going training programs to help Customer Support Counselors improve their skills and knowledge.

These programs may cover topics such as company products or services, communication techniques, and conflict resolution strategies.

 

Customer Support Counselor Salary Expectations

A Customer Support Counselor can expect to earn an average salary of $36,000 (USD) per year.

The actual income can fluctuate based on factors such as the level of experience, the industry in which they work, and the geographical location of their employment.

 

Customer Support Counselor Job Description FAQs

What skills does a Customer Support Counselor need?

Customer Support Counselors need to have excellent communication skills to interact with customers effectively.

They also need to possess problem-solving skills to address customer issues and ensure satisfaction.

Empathy and patience are essential in dealing with difficult or frustrated customers.

They should also be proficient in using customer relationship management (CRM) systems and other relevant software.

 

Do Customer Support Counselors need a degree?

While a degree isn’t always necessary, a bachelor’s degree in business, communications or a related field can be beneficial for a Customer Support Counselor role.

However, employers generally place a higher emphasis on relevant work experience and skills.

Some employers may also require candidates to have specific product knowledge or industry experience.

 

What should you look for in a Customer Support Counselor resume?

When reviewing a Customer Support Counselor resume, it’s important to look for previous experience in customer service roles.

Proficiency in CRM systems, customer service software, and data entry can also be valuable.

Strong communication skills, problem-solving abilities, and a customer-oriented approach should be evident in their job history.

 

What qualities make a good Customer Support Counselor?

A good Customer Support Counselor should be able to empathize with customers and handle their problems effectively.

They should be patient, resilient, and able to work under pressure.

They should possess excellent communication and interpersonal skills.

Problem-solving abilities, proactive thinking, and a commitment to customer satisfaction are also key qualities.

 

What are the daily duties of a Customer Support Counselor?

A Customer Support Counselor’s daily duties may include responding to customer inquiries via phone, email, or live chat, resolving customer issues, maintaining detailed records of customer interactions, and escalating complex issues to the relevant departments.

They also analyze customer feedback to improve products and services, and keep updated on the company’s products and policies to provide accurate information to customers.

 

Conclusion

And there you have it.

Today, we’ve illuminated the essential role of a customer support counselor.

And you know what?

It’s not just about answering phone calls.

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

Armed with our indispensable customer support counselor job description template and authentic examples, you’re ready to take a leap.

But why stop there?

Dive deeper with our job description generator. It’s your next step to designing exact listings or polishing your resume to perfection.

Remember:

Every customer interaction is a part of the bigger picture.

Let’s enhance that experience. Together.

How to Become a Customer Support Counselor (Complete Guide)

Chasing Happiness: Enjoyable Careers That Keep You Excited

For the Lazy and the Smart: Easy Jobs That Will Make You Rich!

The Steadfast Few: Recession-Proof Jobs for Career Security

Mellow Money-Making: Careers That Offer Comfort and Cash