Agent Onboarding

4 Types of Customer Service Jobs (and the Skills You Need to Look for When Hiring)

There’s nothing better than the feeling of onboarding an all-star team member who immediately gets into action, handling negative customer feedback with ease and doing whatever it takes to meet your customers’ needs, all while ensuring important KPIs keep improving. 

It should come as no surprise then that hiring the right people to join your customer service team can lead to higher productivity, better customer experiences, and lower agent attrition. 

So what does it take to find the best candidate and position them for success on the job? 

Let’s take a look at some of the most in-demand customer service jobs that leading brands and Stella Connect clients like Williams-Sonoma, RevZilla, Earnin, and Yext, are currently hiring for, and dig into the specific skills they’re looking for in prospective job candidates. 

Retail Brand Customer Service Jobs

#1: Customer Service Representative or Customer Care Specialist

Serving as the face and the voice of the company across email, phone, live chat, and other channels, customer service representatives or customer care specialists are the front line for addressing customer inquiries, complaints, and more.

Customer Service Job Description

Example of a customer service agent job description, including the skills and qualifications required, via Williams-Sonoma.

What to look for when hiring for this role:

Brands with openings for this type of job, including RevZilla and Williams-Sonoma, expect candidates to possess the following skills and experiences:

  • A love of learning and willingness to keep up to date about customer and company policies, procedures, and more
  • Attention to detail
  • Commitment to continuous self-improvement
  • Experience in a metric-driven environment
  • Strong written and verbal communication skills

Technology Company Customer Service Jobs

#2: Support Specialist or Client Support Specialist

Fielding questions and issues related to technical products or services, support specialists troubleshoot customer problems and answer incoming inquiries over a variety of channels.

What to look for when hiring for this role:

Top skills employers are seeking out include:

  • Strong verbal and written communication skills
  • Specific technical training or certifications
  • Previous customer service experience
  • Experience using specific systems, platforms, or tools

Creating a Customer Service Career Path for Your Team

Hospitality Business Customer Service Jobs

#3: Guest Services Agent

Whether supporting customers by phone, email, digital channels, or in person, guest services agents work to assure customer satisfaction for hospitality brands like hotels. 

What to look for when hiring for this role:

Travel and hospitality brands want to bring on team members who can bring:

  • A warm, welcoming personality
  • A strong attention to detail
  • Written and verbal communication skills
  • Data, analytics, and problem-solving skills

B2B Sector Customer Service Jobs

#4: Client Success Manager or Customer Success Manager

The backbone of providing support to B2B clients, customer success managers help onboard new customers, ensure they’re successful using the company’s products or services, and serve as client advocates, communicating any concerns back to the internal company and making sure client expectations are met and exceeded on a consistent basis.

These employees are also responsible for gathering customer feedback and evaluating overall customer satisfaction.

Customer Service Job Example

Example of a client success manager  job description, including the skills and qualifications required, via Yext.

What to look for when hiring for this role:

In-demand skills that companies that have openings for this type of position, including Earnin and Yext, are in search of include:

  • Client service experience and relationship-building skills
  • Analytical and problem-solving skills
  • Data analysis to understand the voice of the customer, uncover insights, and measure performance
  • Excellent communication skills
  • Customer-centricity

Give Your Team the Tools They Need to Sharpen Their Customer Service Skills

Regardless of the exact industry or role, we consistently see that some of the most important customer service skills include communication and relationship-building skills, analytical capabilities, a willingness to learn, and being warm, inviting, and an all-around team player. 

Stella Connect clients like Williams-Sonoma, RevZilla, Earnin, Yext, and more are investing in powerful resources like Stella Connect’s suite of QA, coaching, and customer feedback tools to help strengthen their team members’ skills, professional development, and overall performance. 

Get our guide to Creating a Customer Service Career Path for Your Team for everything you need to know about hiring, coaching, and leveling up your service team as you scale