How To Write a Customer Service Representative Resume
To craft an impactful resume for customer service representative positions, you’ll want to create an accomplishment-driven document that highlights the strongest aspects of your professional career. Hiring managers value candidates who have the ability to communicate effectively with a diverse range of people, so it’s important to feature your communication skills prominently throughout the document. Showcasing quality metrics, such as customer satisfaction scores, will also go a long way in differentiating you from the competition during your job search.
1. Write a compelling profile summarizing your qualifications
Before crafting your summary, you should analyze the descriptions of the jobs you’re interested in applying for. You’ll likely notice repetitive key terms and qualifications as you evaluate the postings. Your first sentence should include your title, years of experience, and three to four specializations that align with the job description. This will show hiring managers that you’re a highly qualified candidate immediately upon opening your document.
Senior-Level Profile Example
Profile
A Senior Customer Service Professional with 10+ years of experience specializing in continuous improvement, client relations, and cross-functional leadership. A proven track record of building strong client relationships and identifying opportunities to enhance the customer experience and improve satisfaction ratings.
Entry-Level Profile Example
Profile
A Customer Service Representative with four years of experience specializing in sales, communication, and client relations. Adept at delivering quality service to diverse customers and managing high call volumes efficiently to ensure satisfaction.
2. Add an accomplishment-driven professional experience section
Your professional experience section should focus primarily on drawing attention to your career achievements rather than simply mentioning generic job responsibilities. Hiring managers want candidates with a history of contributing to their teams and organizations. As you write your bullet points, think about the positive impact you had on average customer satisfaction metrics. Ask yourself if you made a process more efficient or helped improve the performance of your team members through training. These types of details make all the difference in whether or not your application makes it to the next phase of the hiring process.
Example 1 - Senior-Level
Professional Experience
Customer Service Manager, Roland Financial, New York, NY
August 2017 – Present
- Interface effectively with a diverse customer base, utilize de-escalation techniques, communicate with patience and understanding, and propose ideal solutions for customer issues, resulting in a 20% reduction in cancellation rates
- Identify opportunities to improve the customer experience, deliver training to new hires on service standards, and achieve customer satisfaction scores of 91%-98%
- Serve as the escalation point for 5-10 major customer issues per week
Example 2 - Entry-Level
Professional Experience
Customer Service Representative, West Light Florists, San Francisco, CA
October 2021 – Present
- Field in-person and telephone inquiries from more than 100 customers daily and identify solutions to resolve conflicts and ensure a high-quality customer experience
- Perform regular assessments regarding customer complaints and provide suggestions to improve customer satisfaction and retention by 15%
- Meet or exceed customer satisfaction goals month over month
3. Include relevant education and certifications
Although your hands-on customer service experience will always be the focal point of your resume, acquiring additional certifications online can help strengthen your job application. This shows hiring managers that you’re committed to improving your ability to deliver outstanding customer service, which may help set you apart from other candidates during the job search.
Certifications
Template: [Certification Name], [Awarding Organization], [Completion Year]
Examples:
- Help Desk Certification, HubSpot, 2018
- Customer Service Certification, Service Strategies, 2017
Education
Template:
- [Degree Name]
- [School Name], [City, State Abbreviation] [Dates Enrolled]
Example:
- Bachelor of Science (B.S.) Marketing
- TEMPLE UNIVERSITY, Philadelphia, PA September 2012 – June 2016
4. List relevant key skills and proficiencies
When applying for a position, the right combination of keywords is critical for getting past any applicant tracking systems (ATS). An ATS may only highlight a resume with enough keywords and the right action verbs, so a hiring manager may never see a resume that lacks the necessary phrases.
An ATS crawls through your resume, looking for specific keywords and phrases. Your resume goes to the bottom of the pile if it doesn’t find them. If it does have a good selection of keywords, it goes right to the hiring manager for consideration. Because your resume must pass both automated systems and excite the person behind the firewall, designing a resume that naturally includes these phrases is important. The more keywords you work into your resume text, the more likely you are to land an interview.
| Key Skills and Proficiencies | |
|---|---|
| Account Management | Call Center Operations |
| Client Relations | Communication |
| Conflict Resolution | Consultative Sales |
| Continuous Improvement | Cross-Functional Collaboration |
| Customer Relationship Management (CRM) | Customer Relations |
| Customer Service | Customer Solutions |
| Customer Success | De-Escalation Techniques |
| Microsoft Office Suite | Process Improvement |
| Relationship Building | Retail Sales |
| Sales | Team Management |
Anna Berentson
What are the most in-demand skills for a customer service representative that should be featured on a candidate’s resume?+
First, empathy is crucial. Candidates must be able to relate to the customer and make them feel like they’re truly being heard. When someone calls in, they want to know that their questions or concerns matter. Another important skill is resilience. Dealing with difficult or escalated customer conversations can be tough, but a good representative won’t let it affect how they interact with the next customer. They can brush it off and move forward professionally. Quick thinking is also essential. Sometimes you won’t have all the answers, but being able to problem-solve on the spot is a must. And if you’re stuck, knowing when to bring in others for help is key.
What type of work experience and/or other accomplishments are hiring managers looking for in a customer service representative?+
Hiring managers want to know about your past call center experience. Have you used a multi-line phone system? Have you worked in a call center or from home? How long have you spent in a customer service role, and are you looking to do this type of work long-term? If you don’t have any call center experience, determine what cross-functional experience you have that could be applicable, and be prepared to speak to moments where you went above and beyond to help a customer. Hiring managers want to see examples of exceptional customer service and how you’ve made a difference.
What else in addition to a resume should a customer service representative candidate be prepared to provide hiring managers?+
Some companies require customer service assessments as a part of their interview process, usually the exercise entails speaking with a hypothetical customer and helping them through specific scenarios. Also, a cover letter is likely unnecessary for customer service roles unless you don’t have the specific experience they’re looking for or the job posting asks for one specifically.
How to Pick the Best Customer Service Representative Resume Template
When selecting a resume template, you should prioritize organization and readability over style.
Although many modern templates may be tempting, colors and graphics can often distract hiring managers from your work experience and professional achievements. In most instances, it’s better to choose a straightforward and easy template, as the strength of your content will always be the determining factor in whether or not you receive an interview.
Customer Service Representative Text-Only Resume Templates and Examples
Years of Experience
- Entry-level
- Mid-career
- Senior-level
Raymond Ortiz
(123) 456-7890
[email protected]
LinkedIn
123 Santa Maria, San Francisco, CA 12345
Profile
A Customer Service Representative with three years of experience specializing in sales, communication, and client relations. Adept at delivering quality service to diverse customers and managing high call volumes efficiently to ensure satisfaction.
Key Skills
- Call Center Operations
- Communication and Client Relations
- Customer Service
- Sales
- De-Escalation & Conflict Resolution
Professional Experience
Customer Service Representative, West Light Florists, San Francisco, CA
October 2021 – Present
- Field in-person and telephone inquiries from more than 100 customers daily and identify solutions to resolve conflicts and ensure a high-quality customer experience
- Perform regular assessments regarding customer complaints and provide suggestions to improve customer satisfaction and retention by 15%
- Meet or exceed customer satisfaction goals month over month
Store Associate, Kohl’s Department Store, San Francisco, CA
September 2020 – October 2021
- Supported 20-40 customers daily, assisted in locating products, and finalized sales transactions
- Delivered support for regular and monthly inventory processes and reconciled stock levels to ensure accurate counts
- Managed customer returns and complaints with patience and understanding
Education
Bachelor of Science (B.S.) Marketing
University of San Francisco, San Francisco, CA September 2017 – May 2021
Meera Patel
(123) 456-7890
[email protected]
LinkedIn
123 Franklin Pike, Nashville, TN 12345
Profile
A Customer Service Representative with six years of experience supporting sales teams and turning cancellations into satisfied customers. Recognized for exceptional communication and interpersonal skills while interfacing with diverse clientele. Proven ability to deliver high customer satisfaction ratings.
Professional Experience
Customer Service Representative, TUV Firm, Nashville, TN
August 2019 – Present
- Manage and resolve 50+ escalated customer complaints per day, processing returns, exchanges, and changes to service levels
- Train new employees on CRM software to deliver high-quality customer service
- Achieve average customer service ratings of 87%, 13% higher than the company’s average
Customer Service Representative, Dolan Call Center, Nashville, TN
May 2017 – August 2019
- Provided quality customer service in a high-volume call center, processing transactions, resolving issues, and assisting with service sign-ups
- Resolved an average of nearly 500 inquiries on a weekly basis while meeting all performance milestones for speed and accuracy
- Achieved a 92%-95% customer satisfaction rating month over month
Key Skills
- Call Center Operations
- Customer Service
- Client Relations
- Communication
- Customer Relationship Management (CRM)
Education
Bachelor of Science (B.S.) Marketing
University of Tennessee, Nashville, TN September 2013 – May 2017
Aliya Jackson
(123) 456-7890
[email protected]
LinkedIn
123 Bedford Avenue, New York, NY 12345
Profile
A Senior Customer Service Professional with 10+ years of experience specializing in continuous improvement, client relations, and cross-functional leadership. A proven track record of building strong client relationships and identifying opportunities to enhance the customer experience and improve satisfaction ratings.
Professional Experience
Customer Service Manager, Roland Financial, New York, NY
August 2017 – Present
- Interface effectively with a diverse customer base, utilize de-escalation techniques, communicate with patience and understanding, and propose ideal solutions for customer issues, resulting in a 20% reduction in cancellation rates
- Identify opportunities to improve the customer experience, deliver training to new hires on service standards, and achieve customer satisfaction scores of 91%-98%
- Serve as the escalation point for 5-10 major customer issues per week
Customer Service Representative, Alliance Insurance, New York, NY
May 2013 – August 2017
- Managed inquiries, calls, and complaints from up to 50 customers per day and achieved a top 10% customer service ranking out of 400+ representatives
- Trained 15+ call center employees on conflict resolution, active listening, de-escalation, and consultative sales techniques
Key Skills
- Customer Service
- Call Center Operations
- Customer Success
- Process Improvement
- Team Leadership
Education
Bachelor of Science (B.S.) Marketing
University of Syracuse, New York, NY September 2009 – May 2013
Frequently Asked Questions: Customer Service Representative Resume Examples and Advice
What are common action verbs for customer service representative resumes?+
It’s easy to get stuck on what action verbs to use during the resume-building process. Sometimes only certain verbs can be used to convey your professional experience accurately. Using the same words repeatedly might cause your content to appear stale or monotonous to the reader. To help you out, we’ve compiled a list to aid you in differentiating your usage of action verbs throughout your bullet points:
| Action Verbs | |
|---|---|
| Airline Customer Service | Airline Operations |
| Airline Reservations | Airport Operations |
| Aviation Security | Baggage Services |
| Client Relations | Communication |
| Conflict Resolution | Cross-Functional Collaboration |
| Customer Service | Customer Success |
| Customer Support | De-Escalation Techniques |
| Hospitality Management | Process Improvement |
| Team Collaboration | Team Leadership |
| Travel Management | Verbal Communication |
How do you align your resume with a job description?+
Customer service positions may be more competitive over the next decade. The Bureau of Labor Statistics predicts these types of jobs will shrink by 4% over the next ten years. Automation technology plays a big role in the expected change. More companies allow customers to handle frequent tasks like returns or exchanges through a bot or via a web portal. With less need for human oversight on standard procedures, companies may not be adding as many customer service jobs.
You’ll want to carefully tailor your resume to the job description to differentiate yourself from the applicant field. In addition to including appropriate keywords, you should make a point to show hiring managers examples of you using these specific skill sets throughout your career. Instead of simply saying you’re familiar with de-escalation techniques, consider using an example that showed you employing this skill to retain an at-risk account. These insights will make a much more lasting impression on the reader and increase your chances of landing the interview.
What is the best customer service representative resume format?+
You should almost always use a reverse chronological format when crafting your customer service representative resume. This will ensure that your most recent achievements are featured at the top of your document. It’s best to avoid using a functional resume format in most instances, as this approach highlights skill sets without providing context or specific accomplishments for the hiring manager.
Expert Advice: Include a cover letter with your resume
While not every company will require a cover letter, it’s good to keep one on hand for those that do. The most significant benefit of submitting a cover letter is that it provides you with an opportunity to mention something about the company you’re applying to and why their reputation excites you for the role. This will show hiring managers that you’ve done your research beforehand, which demonstrates that you’re genuinely interested in the position. For more insights, read our customer service representative and call center representative cover letter guides.
