Service Associate Job Description

What is a Service Associate?

As a service associate, you work with customers in a variety of settings. You provide assistance to customers in person, over the phone, or electronically. A service associate identifies and solves customer inquiries and problems. You interact with customers or end users to process orders, offer assistance with complaints, or provide information on the company. Being a service associate, you play an integral role in customer relations. You are the face and voice of a company.

You work for all kinds of companies in a variety of trades as a service associate. Building relationships with customers is a large part of your job. You must have excellent communication skills, as well as being knowledgeable in problem-solving. When dealing with electronic customer communication, it's essential that you have impeccable grammar skills. Some companies require a high school diploma, however, experience in the service industry is taken into consideration.

Service Associate Job Description Template

Job Overview

Example Co. is one of the leading companies in our field in the area. We're proud of our 3.6 rating on Glassdoor from our employees. We are hiring a talented Service Associate professional to join our team. If you're excited to be part of a winning team, Example Co. is a great place to grow your career. You'll be glad you applied to Example Co.

Responsibilities for Service Associate

  • Maintain a positive attitude while dealing with a variety of problems and applying creative problem-solving methods
  • Anticipate customer needs by studying services, products, and proper customer processes and procedures
  • Have full working knowledge of the service associate handbook in order to respond to every customer inquiry with confidence
  • Record all customer and end-user calls in order to improve service and products provided by the company
  • Monitor customer problems and needs to anticipate inquiries and respond to issues immediately as they occur
  • Understand how to use the company knowledge base to prepare for each customer interaction while taking detailed notes
  • Prevent the escalation of customer issues by collecting and analyzing information provided before interacting with the customer
  • Greet customers in a friendly manner and offer to help in whatever way required to maintain positive company image

Qualifications for Service Associate

  • Must be comfortable being on the service floor and on your feet for six to seven hours per day or sitting down for four-hour increments
  • Must be able to lift 50 pounds or less in order to properly serve customers if required
  • Working knowledge of Windows computers, basic programs, and the ability to perform basic troubleshooting when needed
  • Demonstrated ability to work solo as well as being a productive team member, taking advice and instructions from the leadership team
  • Email knowledge to guarantee proper and professional communication between service associate and customer
  • Thorough understanding of commercial awareness and brand recognition to successfully establish rapport with the customer
  • Understand necessary internet security measures and follow safety protocols at all times while on the floor or on the service associate computer
  • Must be an excellent communicator and speaker both online in written interactions, and face-to-face customer service interactions
  • Demonstrated ability to work with a team in a productive fashion while always improving listening and problem-solving skills

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Employers: How to Write Great Job Descriptions

  • Be sure to mention requisite years of experience and educational requirements
  • Tell job seekers what's unique about your company and job
  • Ideal length is a few paragraphs or about 200 words
  • Make sure to use appropriate paragraph breaks and bullet points so it's easy on the eyes
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