How to hire the right reps if you are struggling with customer support starts by acknowledging that poor customer service can cost your business more than just money; it can damage your brand’s reputation, drive customers away, and reduce retention. If you’ve been facing frustrated clients, missed inquiries, or slow response times, it’s time to stop patching the problem and start fixing it with the right people.
1. Understand What “Right” Means for Your Business
Every business has its own tone, customer base, and service model. The right rep for a tech startup may not be the best fit for an eCommerce store or healthcare provider. Before you begin the hiring process, define the ideal rep for your needs. Ask yourself:
- Do I need 24/7 support or just business hours?
- Should my reps be phone-savvy, live chat pros, or email experts?
- Is experience in my industry essential?
Once you know what you’re looking for, you’ll be better positioned to hire someone who’s more than just “good” but the right fit.
2. Look Beyond the Resume
Great customer service reps don’t just look good on paper; they sound good, they empathize, and they problem-solve. During interviews, focus on communication skills, real-world scenarios, and how they handle pressure. Try questions like:
- “How would you respond to an angry customer asking for a refund outside the policy?”
- “Tell me about a time you turned a frustrated customer into a happy one.”
You want reps who can think on their feet, stay calm under pressure, and deliver exceptional service with consistency.
3. Use the Right Tools to Source Talent
While job boards are useful, they can be overwhelming. You may sift through dozens of applicants only to find a few decent options. Instead, consider working with a staffing company like Ezarly, which specializes in remote customer service reps. We pre-screen professionals to match your business needs, saving you time and reducing the risk of hiring the wrong person.
4. Prioritize Soft Skills and Culture Fit
Technical know-how is important, but soft skills are what keep customers happy. Look for reps who are:
- Empathetic and patient
- Good listeners
- Problem solvers
- Team players
Also, think about how well they’ll fit into your company culture. Reps who align with your brand values are more likely to represent your business the way you want.
5. Don’t Skip Training and Onboarding
Hiring the right rep isn’t enough; they need to be set up for success. A thoughtful onboarding process helps them learn your products, policies, and preferred tone of voice. It also gives you a chance to reinforce expectations and track progress.
Set up a training timeline, offer ongoing feedback, and make sure your new reps feel supported. A well-trained rep is a confident rep, and confidence leads to better service.
6. Monitor Performance and Adapt
Even the best reps can struggle without clear metrics and feedback. Track KPIS like first response time, customer satisfaction scores, and ticket resolution rate. Use these insights to identify training gaps or opportunities for growth. Use tools like Assembled to track performances and don’t be afraid to make changes if something isn’t working. The key to long-term success is adapting to your business’s evolving needs.
Conclusion
How to hire the right reps if you are struggling with customer support, like we’ve discussed, starts with knowing what your business truly needs and making sure you’re not just filling a role, but building a customer experience team that reflects your values. Don’t settle for reps who are just “okay”; your customers deserve better, and so does your brand.
Check out our blog on 10 Must-Have Traits of Customer Service Reps Your Customers Will Love, it’s packed with insights to help you recognize the best of the best.
If you’re ready to take the stress out of hiring and start working with top-tier, pre-vetted customer service professionals, Ezarly is here to help. We specialize in connecting businesses like yours with reps who are trained, reliable, and ready to deliver standout support.
Get in touch with us today to build the customer service team your business and your customers deserve.