Job Procedure Template Structure
Every effective job procedure template contains these eight sections. Copy this structure into Word or Google Docs, or use WorkProcedures to generate it automatically.
How to Fill Out a Job Procedure Template
Write the Procedure Title
Name the procedure so that the role and task are immediately clear. Combine the job title and the specific task: 'Customer Service Rep — Handling Refund Requests' is better than 'Refund Process'.
Define the Purpose
Write 1–2 sentences that explain what outcome this procedure achieves and why it exists. This helps employees understand why each step matters — not just what to do.
Identify the Scope
Be explicit about who this applies to, which situations it covers, and what it excludes. 'All L1 customer service reps handling inbound requests' is precise. 'Customer service staff' is not.
List Required Materials or Systems
If an employee needs to log into a specific system, use a form, or have equipment ready before starting, list it here. This prevents mid-procedure interruptions.
Write the Steps in Sequential Order
Number each step. Start with a verb. Be specific enough that a new hire can follow it without asking questions. Aim for 6–12 steps for most job procedures.
Add Quality Checks and Escalation Points
Flag the moments where the employee should verify their work, check a threshold (e.g., '$200 limit'), or escalate to a manager. These are your risk control points.
Completed Job Procedure Template Example
Here's what a fully completed job procedure looks like — using a Customer Service Representative as the example role.
To process customer refund requests consistently, efficiently, and in accordance with the company's 30-day return policy.
Applies to all Level 1 Customer Service Representatives handling inbound refund requests via phone and email.
Salesforce CRM · Order Management System (OMS) · Refund Authorization Form (RefAuth-01)
- 1Greet the customer and verify their identity using order number + billing ZIP code.
- 2Open the order in the OMS and confirm the purchase date falls within the 30-day return window.
- 3Ask the reason for the return and log it under the correct category in Salesforce.
- 4If eligible: inform the customer of the refund amount and processing time (3–5 business days).
- 5Submit the Refund Authorization Form (RefAuth-01) — attach to the Salesforce case.
- 6Send the confirmation email using template 'Refund Confirmed' in Salesforce.
- 7Update the case status to 'Resolved' and log call notes.
- 8If NOT eligible: explain the policy calmly and offer store credit as an alternative. Escalate if customer insists on speaking to a manager.
Escalate to Level 2 if: refund exceeds $200, customer disputes eligibility, or customer has had 3+ refunds in 90 days.
Operations Manager · Reviewed: March 2024
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Also see: SOP Templates · Office Procedures Manual · SOP Examples