CSR Job Posting Teardown
CSR Job Posting Teardown
We’ve all seen them. Job postings that leave us scratching our heads and wondering why any applicant would bother replying. But what are the elements of these job postings that make them so unsuccessful? I won’t cover every mistake in this article, but I’ll go through enough examples to showcase some of the most common errors as well as examples of things done right.
For this teardown, I grabbed four job postings in the same city from a leading online job board, all listed during the same week, and completed a review of each one to highlight its strengths and weaknesses. So, without further ado, let’s dig in:
Job Posting #1
Customer Service Representative
Ideal candidate will be enthusiastic, detail-oriented, and well-organized with excellent verbal and written communication skills. Knowledge of Excel and Outlook is required. Positive, professional attitude and appearance is a must.
What I like:
- The job title is clear and familiar
- The description has no spelling mistakes and is well written
- The posting clearly presents the desired candidate attributes and requirements (though some may not be listed)
What could be better:
- Candidates are not given any information about the company
- The posting lacks details about the specific responsibilities of this role
- There is nothing in this ad to generate excitement or interest in the opportunity
Job Posting #2
Customer Service @ [Big Company Name]
Looking for a motivated person(s) in handling customer service in our [various city-wide] locations.
Will handle all aspects of customer service functions related to the store.
Answering phones, taking orders, logging entries, assisting in delivery logs.
Computer/typing knowledge a must!
This is not a sit down desk job. We are looking for someone who is able to multi-task and work well under pressure.
ALL HOLIDAYS ARE A MUST!
Prospective employee(s) will be trained.
What I like:
- The job title is clear and familiar
- The company provides some information about the job duties
- Potential applicants are given a bit of information about the work environment
What could be better:
- Rather than relying on this large, familiar company’s brand recognition in the job title, the company should give a brief company introduction
- Calling out the need to work all holidays (in ALL CAPS), while important, is likely to reduce interest and responses and could be better communicated as part of an initial phone screening process; we’d suggest similar feedback about the mentioning of this being a non-desk job in an environment that is likely to be high-pressure
- There is no indication that there are advancement opportunities for successful performers in this role, which may deter more ambitious candidates
Job Posting #3
Customer Service-Furniture
.Furniture manufacturer and upholsterer is looking for a person to speak with customers,process orders,organize fabric,invoice+prepare estimates.
.Knowledge of quickbooks+excel is helpful.
What I like:
- Job title identifies the role and industry
- Basic details about the job duties are included as are some of the desired skills
What could be better:
- This ad has some punctuation issues and, overall, seems like it was drafted in a rush
- Adding more information about the company and the office environment would be helpful
Job Posting #4
Customer Service Professional
We are one of [Large Metro Area]’s fastest growing companies and are looking for help to continue expanding at a rapid pace. As the industry leader in internet travel experiences, this opportunity can offer unlimited potential for growth with unique perks! This position is perfect for candidates with previous experience dealing with customer service in an office setting using either phone or e-mail. The ideal candidate has the opportunity to find the stability they’re looking for while adding strong experience to their resume. This particular office is fast-paced with busy environment focused on servicing the customers with the highest level of professionalism as possible.
Responsibilities:
- Prepare for customer inquiries by studying products, services, and customer service processes.
- Respond to customer inquiries by understanding inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer’s understanding of information and answer.
- Record customer inquiries by documenting inquiry and response in customers’ accounts.
- Improve quality service by recommending improved processes; identifying new product and service applications.
- Update job knowledge by participating in educational opportunities
Requirements:
- At least 1 year of customer service experience in office setting.
- Available for a full time schedule
- Immediate availability
What I like:
- Including the word ‘professional’ in the title brings a bit of status to the position and helps to attract candidates who take themselves seriously
- The posting includes a compelling description of the company
- Candidates are given a good idea of what they’ll be asked to do and what success in the role will look like
- The requirements section is broad enough to attract a large number of candidates and two of the items listed are likely desirable to people looking for this type of role (full-time, immediate start date)
What could be better:
- Some of the copy in the first paragraph could be tightened up
The bottom line
Hiring is a sales function and to attract the best candidates, companies need to take the time to create clear, compelling, candidate-centric job postings. Focus on writing ads that sell rather than screen – create a wide funnel and then filter and screen later in the hiring process. Job postings are the first encounter most candidates will have with your company, so take advantage of that opportunity and really make them want to learn more and have an opportunity to become a part of your story. There’s a lot more to making a great hire than writing a good ad, but this is where the process usually starts.
