5 Ways to Support Inclusive Hiring with Recruitment AI Assist: Job Descriptions

Achieving inclusive hiring goals isn’t affected only by which finalists we choose to hire. Interview bias happens when interviewers or people involved in the hiring process let their emotions and personal feelings sway their judgments about a candidate, which leads to a situation where candidates are evaluated inaccurately.

In this series we’ll explore real world examples of ways to use interviewstream’s AI Recruitment Assist and AI Interview Question Assist tools to achieve the goal of reducing interview bias within the hiring process.

We’ll use the example of fictitious company Acme Widgets, a growing company of about 250 employees in an outlying suburb of a major metro area. Now that their Customer Service team has grown to six, Acme wants to hire for the newly-created Customer Service Supervisor position. As a Human Resources generalist at Acme, we’ll need to:

• write a job description
• advertise the opening
• screen candidates
• and advise the hiring manager in the interviewing process. 

In the hiring process, we’ll have to write different emails to cover situations where we don’t already have a template. And we’ll need a more general-purpose tool when we discover that Acme could benefit from some internal training on how to hire fairly. 

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Part 1: Creating an inclusive (and legal) job description with AI for recruitment

We don’t have a job description for the new Supervisor position, so let’s generate one using the AI Recruitment Assist in interviewstream. First, open the AI Recruitment Assist tool and select the Job Description content type. 

Example 1: Use Job Title alone to generate Job Description 

First, we’re just going to enter “Customer Service Supervisor” in the box about main points to cover. We’ll leave the language tone set to the default “Standard and click Submit. 

Here’s the AI Recruitment Assist tool’s suggested job description and responsibilities. Look it over, then check out the second example below:

The Customer Service Supervisor is responsible for ensuring customer satisfaction by leading, training, and monitoring service personnel in providing exceptional customer service. As a supervisor, this individual will be responsible for maintaining and promoting high standards of customer service across the department. 

 
Primary responsibilities include: 

• Supervise and motivate a team of customer service personnel, setting goals and expectations while providing performance feedback 
• Develop and implement standard operating processes for customer service 
• Monitor customer service representatives to ensure they are providing the highest level of service to customers 

• Develop & conduct customer service training programs for new and existing staff 
• Respond to customer inquiries in a timely, professional manner and help resolve customer issues 
• Analyze customer feedback data to identify customer service trends and issues 
• Maintain accurate customer records and track customer interactions 

Skills & Qualifications: 

• Previous experience in a supervisory role in customer service 
• Strong organizational and problem-solving skills 
• Excellent verbal and written communication skills 
• Ability to remain professional and composed during difficult customer interactions 
• Proficient with relevant computer applications, such as CRM systems and databases 

• Bilingual abilities (English & Spanish) highly desired 

Education/Experience: 

• Bachelor’s degree in Business Administration, Communications or related field 
• 2+ years of customer service experience, in management or supervisory roles 

Example 2: Use Job Title plus structure guidance 

This time we’re going to include a list of sections we want to include in the ai recruiting tool, and an additional instruction about EEO/ADA content. We’ll leave the language tone set to the default Standard once again, and click Submit. 

Customer Service Supervisor 

Suggest a position summary. Include sections for Responsibilities, Required Skills, Qualifications, Physical Requirements. Also include any EEO or ADA information appropriate to this position.  

Make the job description inclusive to appeal to a diverse population of applicants. 

Let’s see what the assistant suggested. Notice all our requested sections are present and there’s an EEO/ADA statement at the end. Even though I see a few things I’d like to change, it seems like this draft gives me a good base to start from. 

Position Summary: 

The Customer Service Supervisor will play an essential role in ensuring customer satisfaction and maintaining customer relationships. This role requires excellent leadership, problem-solving, and customer service skills. The Customer Service Supervisor serves as a supervisor to a team of customer service representatives and ensures customer issues are addressed in a timely and efficient manner. This position offers opportunities for career growth for the right individual.  

Responsibilities:

• Supervise a team of customer service representatives to ensure excellent customer service  

• Monitor customer service levels and develop and implement strategies to improve them  
• Handle customer complaints in a diplomatic and effective manner  
• Train and motivate team members to build customer relationships  
• Ensure customer inquiries are empathically addressed and all customer issues are resolved  
• Manage customer records and profiles, build customer loyalty  

• Develop processes and implement best practices to optimize customer service  

Required Skills:

• Leadership and strong interpersonal skills  
• Knowledge of customer relations and customer service principles  
• Excellent communication and problem-solving skills  

• Attention to detail, customer-oriented, and goal-oriented  
• Ability to provide guidance and mentorship  

Qualifications:

• Bachelor’s degree in Business Administration or a related field  
• 3+ years of experience working in customer service  

• Demonstrated knowledge of customer service applications  
• Proficient in Microsoft Office Suite  

Physical Requirements:

• Ability to work in a fast-paced environment  
• Ability to stand, bend, and lift for extended periods of time  

EEO/ADA Statement:

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

What’s Next for AI recruiting software? 

After a few quick steps I’m ready to start sourcing candidates for this new position. In the next post in this series we’ll learn how to use AI Recruitment Assist’s Announcement tools to generate interest.  

Coming Soon 

• sourcing with AI-generated announcements  
• energize communications with AI-generated email messages 
• generate questions for your structured interview process using AI Interview Question Assist 
• generate a draft training outline on fair and inclusive hiring practices with the AI Recruitment Assistant’s “Other” tool  

Curious to see if our AI recruiting tools will work for you? Schedule a chat with us if you have any questions!

About The Author

Faith Peterson is the Principal Product Manager at interviewstream. She’s devoted her career to making software better so that people can use it effectively and efficiently–and feel confident and capable doing so. Her focus on responsible and ethical tech informs her work in Product. She’s often found tending her native plant garden.