How to hire a customer service liaison

How to hire a customer service liaison, step by step

Here's a step-by-step customer service liaison hiring guide:

• Step 1: Identify your hiring needs
• Step 2: Create an ideal candidate profile
• Step 3: Make a budget
• Step 4: Write a customer service liaison job description
• Step 5: Post your job
• Step 6: Interview candidates
• Step 7: Send a job offer and onboard your new customer service liaison
• Step 8: Go through the hiring process checklist

What does a customer service liaison do?

Post a customer service liaison job for free, promote it for a fee

Post free

1. Identify your hiring needs

   Before you start hiring a customer service liaison, identify what type of worker you actually need. Certain positions might call for a full-time employee, while others can be done by a part-time worker or contractor.

   Determine employee vs contractor status

   Is the person you're thinking of hiring a US citizen or green card holder?

   Yes

   No

   A customer service liaison's background is also an important factor in determining whether they'll be a good fit for the position. For example, customer service liaisons from different industries or fields will have radically different experiences and will bring different viewpoints to the role. You also need to consider the candidate's previous level of experience to make sure they'll be comfortable with the job's level of seniority.

   This list presents customer service liaison salaries for various positions.

   Type of Customer Service Liaison	Description	Hourly rate
   Customer Service Liaison	Customer service representatives interact with customers to handle complaints, process orders, and provide information about an organization’s products and services.	$12-22
   Customer Relations Representative	A customer relations representative is responsible for providing the highest customer service by interacting with customers to respond to their inquiries and concerns, process their requests, and resolve their complaints. Customer relations representatives assist the customers with their needs by offering products and services according to their requirements and budget limitations... Show more	$13-24
   International Customer Service Representative	An international customer service representative usually communicates with an international client. Their work is to take calls and answer queries about a particular product or service... Show more	$11-19

   Show more

2. Create an ideal candidate profile

   Common skills:

   • Strong Customer Service
   • Patients
   • Phone Calls
   • Data Entry
   • Excellent Interpersonal
   • Outbound Calls
   • Telephone Calls
   • PowerPoint
   • Care Organizations
   • Inbound Calls
   • Service Liaison
   • Community Resources
   • Conflict Resolution
   • Customer Complaints

   Check all skills

   Responsibilities:

   • Manage firm's business accounts, including billing, A/R, A/P, and tax issues
   • Manage cash balances and inventory stock accurately; ensure cleanliness of all work stations and guarantee excellent customer service.
   • Develop policies and procedures to implement current HIPAA protocols to protect digital data.
   • Develop a list of private physicians, psychiatrists, and psychologists who accept Medicaid assistance.
   • Process and file proper Medicaid billing, adjustments, and claims for payment and primary collections.
   • Develop and continually update training curricula, including scripts and talking points, PowerPoint presentations, and handouts.

   More customer service liaison duties

3. Make a budget

   Including a salary range in the customer service liaison job description is a good way to get more applicants. A customer service liaison salary can be affected by several factors, such as the location of the job, the level of experience, education, certifications, and the employer's prestige.

   For example, the average salary for a customer service liaison in Oklahoma may be lower than in California, and an entry-level engineer typically earns less than a senior-level customer service liaison. Additionally, a customer service liaison with lots of experience in the field may command a higher salary as a result.

   Average customer service liaison salary

   $36,143yearly

   $17.38 hourly rate

   ---

   Entry-level customer service liaison salary

   $27,000 yearly salary

   Updated January 22, 2026

   Average customer service liaison salary by state

   Rank	State	Avg. salary	Hourly rate
   1	District of Columbia	$49,270	$24
   2	California	$43,311	$21
   3	Massachusetts	$42,073	$20
   4	New York	$40,149	$19
   5	New Jersey	$39,978	$19
   6	Nevada	$37,776	$18
   7	Minnesota	$37,645	$18
   8	Oregon	$37,003	$18
   9	Colorado	$36,915	$18
   10	Arizona	$36,681	$18
   11	Texas	$35,705	$17
   12	Wisconsin	$35,553	$17
   13	Utah	$34,965	$17
   14	Pennsylvania	$34,884	$17
   15	Illinois	$34,113	$16
   16	Indiana	$33,572	$16
   17	Iowa	$33,167	$16
   18	Georgia	$32,797	$16
   19	Florida	$32,525	$16
   20	Louisiana	$31,893	$15

   Average customer service liaison salary by company

   Company

   Rank	Company	Average salary	Hourly rate	Job openings
   1	Pwc	$51,802	$24.90	12
   2	Brigham and Women's Hospital	$51,063	$24.55	13
   3	New York State Restaurant Association	$46,691	$22.45
   4	Citi	$45,803	$22.02	14
   5	Boulder County	$44,388	$21.34
   6	Cook Children's Medical Center	$43,210	$20.77	1
   7	Eastbay	$41,386	$19.90
   8	Montefiore Mount Vernon Hospital	$40,587	$19.51	3
   9	Denver Public Schools	$39,959	$19.21	3
   10	Northwell Health	$39,528	$19.00	24
   11	Awesome	$38,459	$18.49	1
   12	Paychex	$38,279	$18.40
   13	The Children's Village	$37,999	$18.27
   14	Elizabeth River Ferry	$37,855	$18.20	4
   15	Methodist Hospital Of Henderson, Kentucky	$37,670	$18.11	2
   16	Sharp HealthCare	$37,228	$17.90	2
   17	Children's National Medical Center	$37,101	$17.84	7
   18	UNICON International	$36,743	$17.66
   19	Be The Match	$36,662	$17.63
   20	U.S. Bank	$36,111	$17.36	614

4. Writing a customer service liaison job description

   A job description for a customer service liaison role includes a summary of the job's main responsibilities, required skills, and preferred background experience. Including a salary range can also go a long way in attracting more candidates to apply, and showing the first name of the hiring manager can also make applicants more comfortable. As an example, here's a customer service liaison job description:

   Customer service liaison job description example

   We heard you knock!
   
   The person in this role will work as a liaison with Customer Service and Plant Operations. The Liaison will help deal with process breakdowns in the site's order flow. This person will also partner with Purchasing, Scheduling, Sales, as well as help to structure their processes. Works with the Customer Service Center being able to handle a large volume of emails and phone calls regarding issues in the order flow process.
   
   Ability to follow through with requests in a timely and efficient manner. Also, must clearly document all actions in the system, so that customer service has access to the most up to date information.Key contact to research, review and expedite replacement orders and research any delivery and/or invoicing issues and discrepancies. Must work with the appropriate Masonite Team to resolve these issues. Acts with a sense of urgency and takes personal accountability to respond back to Customer Service and Sales in an expeditious and effective manner.Maintains continual visibility of priority orders, remakes, short-orders and old orders to ensure they are expeditiously knifed into the production schedule. Proactively communicate status on backorders, short orders and rescheduling of these items.Serves as the main conduit for customer service to check on the status of open orders and is the key contact to walk through priority or rush orders through production.Actively contributes to daily production meetings and uses knowledge of the business and customers to help planners answer scheduling questions where needed.
   Communicates to Customer Service and Sales on shortages/causes - updates on ETA of component shortages and said orders affected using tools such as the Shortage Report and works to provide as much visibility to when the product will be completed.
   Must have knowledge of both purchasing and scheduling processes. Must be able to work with functional groups to stream-line and improve these processes in order to advance our customer goals with regards to lead time and fill-rate metrics.Supports OTC improvements by maintaining running database of backorders or past due orders based on SROTO2 report with identified issues, actions, and finally resolutions. Root cause data should be tracked in order to identify supply chain losses locally at the plant and within Masonite network.Supplies operations support to maintaining up to date customer information in CRM in regards to special requirements and “tribal knowledge”. Facilitates knowledge transfer from CRM to plant personnel when assessing temporary and permanent transfers.Enhances “voice of the customer” for the plant team by acting as a go-to team-member for customer expectations and liaising with the customer service organization.Work with Master Scheduling function in Fulfillment department to assure retail, wholesale and distribution priorities are properly aligned Must maintain constant communication between and among customer service, purchasing, manufacturing and shipping, both internal and external.Demonstrate an ability to organize activities and work space, as well as the ability to manage large volumes of paper with high level of detail.Ensure the accurate completion of daily reporting. Brings necessary reports to production meeting as well as informs the management group of trends associated with order-related problems.Creating samples and mailing out to Customers.Other duties, as assigned
   
   Experience and Education
   3 to 5 years of previous experience in customer service for a manufacturing company is strongly preferred.Associate degree or higher preferred. High School Diploma required.Ability to work independently and effectively in a team environment.Excellent phone and written communication skills.Excellent PC skills including Microsoft Office tools or Master-Pak software.Strong analytical skills.Ability to organize and maintain detailed records.Ability to work well in a fast-paced environment and have the ability to multi-task.Follow thru and detail oriented.
   #LI-DV1
   
   We Help People Walk Through Walls

   Copy this example

   

5. Post your job

   To find the right customer service liaison for your business, consider trying out a few different recruiting strategies:

   • Consider internal talent. One of the most important sources of talent for any company is its existing workforce.
   • Ask for referrals. Reach out to friends, family members, and current employees and ask if they know or have worked with customer service liaisons they would recommend.
   • Recruit at local colleges. Attend job fairs at local colleges to recruit customer service liaisons who meet your education requirements.
   • Social media platforms. LinkedIn, Facebook and Twitter now have more than 3.5 billion users, and you can use social media to reach potential job candidates.

   Post your job online:

   • Post your customer service liaison job on Zippia to find and recruit customer service liaison candidates who meet your exact specifications.
   • Use field-specific websites.
   • Post a job on free websites.

6. Interview candidates

   Your first interview with customer service liaison candidates should focus on their interest in the role and background experience. As the hiring process goes on, you can learn more about how they'd fit into the company culture in later rounds of interviews.

   It's also good to ask about candidates' unique skills and talents. You can move on to the technical interview if a candidate is good enough for the next step.

   The right interview questions can help you assess a candidate's hard skills, behavioral intelligence, and soft skills.

7. Send a job offer and onboard your new customer service liaison

   Once you have selected a candidate for the customer service liaison position, it is time to create an offer letter. In addition to salary, the offer letter should include details about benefits and perks that are available to the employee. Ensuring your offer is competitive is vital, as qualified candidates may be considering other job opportunities. The candidate may wish to negotiate the terms of the offer, and it is important to be open to discussion and reach a mutually beneficial agreement. After the offer has been accepted, it is a good idea to formalize the agreement with a contract.

   It's also good etiquette to follow up with applicants who don't get the job by sending them an email letting them know that the position has been filled.

   Once that's done, you can draft an onboarding schedule for the new customer service liaison. Human Resources should complete Employee Action Forms and ensure that onboarding paperwork is completed, including I-9s, benefits enrollment, federal and state tax forms, etc. They should also ensure that new employee files are created for internal recordkeeping.

8. Go through the hiring process checklist

   • Determine employee type (full-time, part-time, contractor, etc.)
   • Submit a job requisition form to the HR department
   • Define job responsibilities and requirements
   • Establish budget and timeline
   • Determine hiring decision makers for the role
   • Write job description
   • Post job on job boards, company website, etc.
   • Promote the job internally
   • Process applications through applicant tracking system
   • Review resumes and cover letters
   • Shortlist candidates for screening
   • Hold phone/virtual interview screening with first round of candidates
   • Conduct in-person interviews with top candidates from first round
   • Score candidates based on weighted criteria (e.g., experience, education, background, cultural fit, skill set, etc.)
   • Conduct background checks on top candidates
   • Check references of top candidates
   • Consult with HR and hiring decision makers on job offer specifics
   • Extend offer to top candidate(s)
   • Receive formal job offer acceptance and signed employment contract
   • Inform other candidates that the position has been filled
   • Set and communicate onboarding schedule to new hire(s)
   • Complete new hire paperwork (i9, benefits enrollment, tax forms, etc.)

   Sign up to download full list

   Sign up

How much does it cost to hire a customer service liaison?