How to hire a head customer service representative

How to hire a head customer service representative, step by step

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

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

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1. Identify your hiring needs

   The head customer service representative hiring process starts by determining what type of worker you actually need. Certain roles might require a full-time employee, whereas part-time workers or contractors can do others.

   Determine employee vs contractor status

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

   Yes

   No

   A head customer service representative's background is also an important factor in determining whether they'll be a good fit for the position. For example, head customer service representatives 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 head customer service representative salaries for various positions.

   Type of Head Customer Service Representative	Description	Hourly rate
   Head Customer Service Representative	Customer service representatives interact with customers to handle complaints, process orders, and provide information about an organization’s products and services.	$54-100
   Customer Service Manager	Customer service managers are in charge of overseeing a group of customer service associates. They ensure that key metrics are met by the employees... Show more	$16-50
   Customer Service Supervisor	A customer service supervisor is responsible for directing the staff in providing the best services to the customers. Customer service supervisors' duties include evaluating the performance of the service staff, implementing strategic procedures to improve operations, developing promotional offers and products to increase the business' revenues, keeping documents of operation records, and assisting with customer's inquiries and complaints... Show more	$12-25

   Show more

2. Create an ideal candidate profile

   Common skills:

   • ATM
   • Loan Payments
   • Customer Complaints
   • Bank Products
   • Cash Drawers
   • Front End
   • Customer Service
   • Customer Inquiries
   • Customer Transactions
   • Customer Orders
   • Customer Issues
   • Store Operations
   • Wire Transfers
   • Security Procedures

   Check all skills

   Responsibilities:

   • Interact extensively with customers to achieve timely issue resolution while maintaining high standards for dock organization and cleanliness.
   • Assist with orders from POS devices.
   • Balance the vault on a daily basis, turn over ATM to the next business day along with replenishing the ATM.
   • Develop, document, and implement effective customer-focuse procedures and policies, and ensure their compliance with establish corporate ISO requirements.
   • Create PowerPoint presentations, along with excel spreadsheets.
   • Communicate with center leadership and corporate customers any observe performance gaps; tracking and analyzing compliance to call center service standards.

3. Make a budget

   Including a salary range in your head customer service representative job description is a great way to entice the best and brightest candidates. A head customer service representative salary can vary based on several factors:

   • Location. For example, head customer service representatives' average salary in oklahoma is 41% less than in district of columbia.
   • Seniority. Entry-level head customer service representatives earn 46% less than senior-level head customer service representatives.
   • Certifications. A head customer service representative with a few certifications under their belt will likely demand a higher salary.
   • Company. Working for a prestigious company or an exciting start-up can make a huge difference in a head customer service representative's salary.

   Average head customer service representative salary

   $154,120yearly

   $74.10 hourly rate

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   Entry-level head customer service representative salary

   $113,000 yearly salary

   Updated December 20, 2025

4. Writing a head customer service representative job description

   A good head customer service representative job description should include a few things:

   • Summary of the role
   • List of responsibilities
   • Required skills and experience

   Including a salary range and the first name of the hiring manager is also appreciated by candidates. Here's an example of a head customer service representative job description:

   Head customer service representative job description example

   About Us
   The Kraft Heinz Company is one of the largest food and beverage companies in the world, with eight $1 billion+ brands and global sales of approximately $25 billion. We're a globally trusted producer of high-quality, great-tasting, and nutritious foods for over 150 years. Our brands are truly global, with products produced and marketed in over 40 countries. These beloved products include condiments and sauces, cheese and dairy, meals, meats, refreshment beverages, coffee, infant and nutrition products, and numerous other grocery products in a portfolio of more than 200 legacy and emerging brands.
   
   No matter the brand, we're united under one vision: To sustainably grow by delighting more consumers globally. Bringing this vision to life is our team of 39,000+ food lovers, creative thinkers, and high performers worldwide. Together, we help provide meals to those in need through our global partnership with Rise Against Hunger. We also stand committed to responsible, sustainable practices that extend to every facet of our business, our consumers, and our communities. Every day, we're transforming the food industry with bold thinking and unprecedented results. If you share our passion - and are ready to create the future, build a legacy, and lead as a global citizen - there's only one thing to do: join our table and let's make life delicious!
   
   Our Culture of Ownership, Meritocracy & Collaboration
   We're not afraid to think differently. Embrace new ideas. Dream big. We empower our people at every level - from entry-level intern to senior leader - to own their work. We share a responsibility to think like Owners - to be mindful of the collective and sustained success of Kraft Heinz - which we apply to every situation, every day. As part of Kraft Heinz, you're supported to grow and achieve. You're expected to bring your authentic self to work every day, to lead with humility, and drive outstanding performance at every level - and you'll be rewarded. You're given opportunities to leave a mark and build a legacy. But you won't do it alone. You're supported by passionate teammates along the way, and our collective, collaborative spirit fuels our incredible progress.
   
   Job Description
   Only the ambitious need apply…Do something amazing with your career!
   Here at Wattie's Kraft Heinz our ambition is unparalleled, just like our staple of 35 market leading brands, located in 37 product categories! As the biggest branded FMCG supplier to the NZ food and grocery market, with the biggest and best brand in consumer goods we are well placed to help you reach the very best of your potential, developing your career like you never believed possible with numerous opportunities at home and overseas!
   
   Head of Customer: Our search for industry leaders...
   This is an opportunity to lead the relationship with one of our biggest retail customer partners, and in doing so help us continue our iconic association with the NZ food market. But that's just the start, at Wattie's Kraft Heinz as far as our job selection criteria goes, all we are interested in is how awesome you are, and your potential to be even better: if you want to learn and excel, we believe there is no finer place to do that with the local and global FMCG career progression we have on offer.
   We are seeking an FMCG leader who can help us build market leading commercial capabilities. You will be responsible for inspiring, mentoring and coaching a direct account team of six to drive our data-driven commercial agenda, mentoring and developing the capability of the sales team to inspire them to become our leaders of tomorrow. This role reports directly to our Managing Director, and is part of our Senior Leadership Team in New Zealand.
   
   Key Responsibilities
   
   Lead, coach and develop an account team of 6 reports, championing our unique ambition and values.Lead 4P execution of strategy in customer, exceeding sales, profit, investment, distribution, market share, forecasting and engagement targets.Actively participates in the Wattie's Kraft Heinz Senior Leadership Team in NZ to make a positive contribution to the strategic direction, people development and overall culture.Plays an active role as a cross functional sales leader. An industry expert that drives customer collaboration and leads continuous improvement projects cross functionally that contribute to the cultural transformation of the selling organisation.Develop, drive and execute strategic medium-term customer Joint Value Plans, connecting Customer and Wattie's strategy to drive mutual growth and value.Lead specific customer agenda within Wattie's. Responsible for representing customer fully across all relevant functions, informing and driving customer orientation across all relevant aspects of Wattie's structure via development and leadership of a multi-functional selling team.Develop and execute customer contact matrix to increase stakeholder influence of cross functional account team over time within all relevant customer structures. Personally owning the ‘Head of Buying' level in customer and gaining ‘Trusted Advisor' status with Senior Customer contacts at Exec Level.Develop and drive a data driven selling agenda within customer portfolio.
   
   About You
   
   Tertiary qualifications in business or related discipline First class FMCG training in Customer Management• Experienced National Business Manager with recent experience of working with Major Retailers in a leadership role to Exec Level.• Experienced in managing a complex customer portfolio in competitive categories• Proven leader, with the ability to influence internally and externally to Exec Level• Demonstrates high degree of commercial and business acumen• Strong analytical capability• Proven ability to negotiate and build long term relationships• Drive to develop and progress within the business
   
   Benefits Program
   We empower our people to own their work- and it's true our employees are our competitive advantage - so we take care of our Kraft Heinz family with our ‘Live Well' benefits program:
   
   Hybrid Working- flexibility around when and where you work Free Food - our kitchen is fully stocked with our products for you to enjoy!Gatherings - monthly drinks & nibbles- End of Year CelebrationWellbeing - annual health checks & flu shots- onsite wellbeing sessions & webinars Volunteering - volunteer days with a charity of your choice Parental Leave - 12 weeks paid parental leave for primary caregivers In-house training programs - Access to our online learning platform, Ownerversity for continuous learning and development Cultural Leave - Two days paid leave per calendar year for the purpose of fulfilling or observing religious, ceremonial or culturally significant days
   
   The Kraft Heinz Company Australia & New Zealand is an equal opportunity employer committed to providing a working environment that embraces- promotes and values diversity and inclusion. Research shows that candidates from underrepresented backgrounds hesitate to apply for roles if they feel they don't meet 100% of the criteria. So, if this opportunity excites you and you think you have skills and experience that can add value (even if not specified), please don't hesitate to apply! #LI-DNI
   Location(s)
   Newmarket - Auckland
   
   Kraft Heinz is an Equal Opportunity Employer - Underrepresented Ethnic Minority Groups/Women/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity and other protected classes.

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5. Post your job

   To find the right head customer service representative 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 head customer service representatives they would recommend.
   • Recruit at local colleges. Attend job fairs at local colleges to recruit head customer service representatives 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 head customer service representative job on Zippia to find and recruit head customer service representative candidates who meet your exact specifications.
   • Use field-specific websites.
   • Post a job on free websites.

6. Interview candidates

   During your first interview to recruit head customer service representatives, engage with candidates to learn about their interest in the role and experience in the field. During the following interview, you'll be able to go into more detail about the company, the position, and the responsibilities.

   It's also good to ask about candidates' unique skills and talents to see if they match your ideal candidate profile. If you think a candidate is good enough for the next step, you can move on to the technical interview.

   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 head customer service representative

   Once you've found the head customer service representative candidate you'd like to hire, it's time to write an offer letter. This should include an explicit job offer that includes the salary and the details of any other perks. Qualified candidates might be looking at multiple positions, so your offer must be competitive if you like the candidate. Also, be prepared for a negotiation stage, as candidates may way want to tweak the details of your initial offer. Once you've settled on these details, you can draft a contract to formalize your agreement.

   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.

   To prepare for the new employee's start date, you can create an onboarding schedule and complete any necessary paperwork, such as employee action forms and onboarding documents like I-9 forms, benefits enrollment, and federal and state tax forms. Human Resources should also ensure that a new employee file is created.

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.)

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