Resume Template: Customer Service Representative

by | Resume Templates, Resume Templates; Customer Service & Retail

Cleaning up messes, putting out fires, whatever you want to call it, your job is to deal with the public.

Customer service takes expertise, tact, and patience.

While some people are easier to deal with than others, everyone calling in or coming in expects their needs to be met and their problems to be resolved.

Taking up a job that is on the front lines of dealing with any issues a customer might have means you need to be ready to deal with whatever and whoever is on the other end of the line or the counter.

If you already have experience in this line of work, you know all the stress that comes along with it, but you also know the rewarding feeling of finding solutions.

No two days are the same because no two people or problems are the same.

If you are ready to take on the world of customer service, the first step towards getting started is writing a stellar resume.

Your goal is to show a hiring manager that you are fully capable of learning about the company, their products/services, and assisting their customers professionally.

So how do you prove all of that with just one sheet of paper?

If you’re ready to learn, we are prepared to show you the way.

Let’s get started!

Summary

  1. Resume Template
  2. Formatting
  3. Writing Your Resume Summary
  4. Areas of Expertise
  5. Writing Your Work Experience
  6. Writing Your Education Section
  7. Additional Sections
  8. Resume Points to Remember
  9. Resume “Don’ts” to Remember
  10. Some Helpful Tools

Let’s begin with a sample customer service representative resume to demonstrate how all the resume pieces fit together. Then we will break each section down to really drill into how to write the best teacher resume you possibly can.

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Customer Service Representative (Text Version)

CONTACT INFO:

James Smith
jsmith@email.com
(404) 572-0138
Atlanta, GA 30311
linkedin.com/jsmith

SUMMARY STATEMENT

Customer Service Representative: Self-motivated, energetic, and results-focused customer service professional, with 8+ years of experience. Responds to customers in a prompt manner and ensures friendly and personable service by actively listening and effectively communicating with individuals in all working environments. Troubleshoots business problems by offering innovative and timely solutions.

AREAS OF EXPERTISE

  • Conflict Resolution
  • Analytical
  • Technical Support
  • Data Entry
  • Relationship Building
  • 75 WPM Typist
  • Zendesk
  • Excellent Verbal/Written Communication
  • Fluent English/Spanish
  • Attention to Detail

PROFESSIONAL EXPERIENCE:

Sprint
Customer Service Representative | Atlanta, GA | July 2016-Present

  • Troubleshoot technical issues and provide customers with possible solutions for future concerns for 85+ calls per day
  • Report routine technical concerns to upper management and maintain proper documentation of all issues
  • Quickly answer any customer questions regarding company products and services achieving sales number 15% above the company average
  • Trained 5+ team members on company protocols and how to deliver exceptional service to all customers

Verizon
Customer Service Representative | Atlanta, GA | June 2013-July 2016

  • Maximized excellent customer service by identifying and fulfilling customer needs in a timely manner receiving 96% positive reviews
  • Educated customers on all store products and services while answering questions and concerns resolving over 90% of technical issues without a transfer
  • Utilized creative problem-solving techniques to resolve customer complaints efficiently and effectively, decreasing cancellations at our store by 7%

Bank of America
Customer Service Associate | Boone, NC | January 2012-May 2013

  • Engaged with customers to ensure a high quality experience and increase customer retention rates
  • Trained a team of 10 on daily business operations to increase employee productivity
  • Responded to customer inquiries and conducted follow up calls to ensure customer is satisfied with company services

EDUCATION/CERTIFICATION

Bachelor of Arts in Liberal Studies
Appalachian State University, Boone, NC
December 2011

Formatting

You have found a job you want, so the first thing to consider when writing your resume is what you are going to say, right?

Wrong.

Before you consider what details to discuss in your resume, you should stop and consider how you want your resume to look.

Hiring managers, on average, only spend about 6 seconds looking at each resume they review, and the first thing they notice before reading one line of text is the format.

When deciding how to format your customer service representative resume, your primary concern should be to create a resume that appears professional and neat.

Resumes should be easy to follow and understand in a short amount of time, and the most important information on a resume should always visually stand out.

Start by using a legible font and proper spacing to allow for sharp reading lines to guide the eye.

Using bullet points to separate sentences and information will allow more important details to stand out.

If you list significant accomplishments and work history in reverse chronological order, your most recent and relevant information is more likely to be noticed.

These aspects of resume formatting are simple to implement, but when not followed, it can be detrimental to a resume for even the best candidates.

Start With Your Resume Summary

While the resume “objective” used to be the standard first section of most resumes, things have shifted away from objectives and on to summaries.

Because resumes are expected to fit entirely on one page, every section needs to present new and impactful information.

Resume objectives are no longer required because they generally present information that is already apparent during the hiring process.

Resume summaries, however, serve as a brief introduction to describe who you are as a customer service representative in just two to three sentences.

While resume summaries are often the shortest section of most resumes, they still present a wide range of valuable information.

If you are struggling to decide what details are most essential to include in your summary, try to start more general and work your way inward.

Ask yourself, “what is a customer service representative responsible for handling?”

“What experience, skills, and abilities do I possess that makes me a prime candidate to fill this position?”

Try to structure your resume summary around these main questions and work in some specifics.

Yes!

Customer Service Representative: Self-motivated, energetic, and results-focused customer service professional with 8+ years of experience. Promptly responds to customers and ensures friendly and personable service by actively listening and effectively communicating with individuals in all working environments. Troubleshoots business problems by offering innovative and timely solutions

No!

Customer Service Representative: Customer service professional who responds to customer concerns and ensures great service through communication. Troubleshoots business problems and makes solutions.

The first example lists specific details describing the candidate’s experience level and the way they work with customers and team members.

The second example describes the candidate without specifics concerning how they work with customers and what the outcomes of their efforts are.

PRO TIP: If you are having trouble either narrowing details down or coming up with what to include, try to skip your summary and come back to it. Write your work experience and skills sections first to help get into a better mindset about what to include on a resume, then return to draft your summary.

Key Accomplishments/ Skills & Qualifications

When hiring managers are looking to fill a position, they often have a list of requirements they are looking for a candidate to meet.

Job requirements typically center around various skills and qualifications that are necessary to work well in a particular position.

When deciding what skills to include on your customer service representative resume, consider that there are two distinct categories – hard skills and soft skills.

Hard skills are often referred to as technical skills because they typically need to be taught and practiced to master.

Many hard skills are job-specific, like Microsoft Office, , or fast typing abilities.

Soft skills are known as people skills because they are the kinds of skills that help you “play nice” with customers or other staff members.

Being an effective communicator and having a friendly attitude is very different from most technical skills, but they are important nonetheless.

To be an exceptional customer service representative, you will need a good balance of both to assist customers with their concerns.

When you write your list of skills and qualifications, make sure that you include both hard and soft skills to show hiring managers that you make the cut.

Key Accomplishments/Areas of Expertise

  • Conflict Resolution
  • Analytical
  • Technical Support
  • Data Entry
  • Relationship Building
  • 75 WPM Typist
  • Zendesk
  • Excellent Verbal/Written Communication
  • Fluent English/Spanish
  • Attention to Detail

PRO TIP: Check the job posting you are responding to for any skills and qualifications to include in your own resume. Hiring managers look for candidates that are compatible with the requirements they have listed for the position.

Writing Your Work Experience

The work experience section generally takes up the most space of any resume.

While each section of your customer service representative resume is necessary, the work experience section garners the most attention because it deals with specific experience and examples of your abilities.

While other sections discuss what skills and qualifications you have as a whole, your work history can back those claims up and provide examples of how those skills are applied.

When writing your work experience section, it is important to include only jobs that are related to customer service or the company you are applying to whenever possible.

While it is a good rule of thumb to write your work experience in reverse chronological order, always use your best judgment to include the most impressive jobs first.

For instance, if you have experience working the front desk for a company that sells similar products as the one you are applying to, and you also have experience as an Uber driver, the former is a better job to include.

Once you decide what jobs are essential and what jobs won’t make the impact you desire, describe each position in three to five bullet points.

Job descriptions should explain more than just the position you worked; each bullet point should show off a skill or accomplishment that will relate to the job you are applying to now.

Yes!

Sprint | Customer Service Representative | Atlanta, GA | July 2016-Present
• Troubleshoot technical issues and provide customers with possible solutions for future concerns for 85+ calls per day
• Report routine technical concerns to upper management and maintain proper documentation of all issues
• Quickly answer any customer questions regarding company products and services achieving sales number 15% above the company average
• Trained 5+ team members on company protocols and how to deliver exceptional service to all customers

No!

Sprint | Customer Service Representative | Atlanta, GA | July 2016-Present
• Address technical issues
• Report concerns to upper management
• Answer customer questions about products and services
• Trained team members on customer service

The first example lends quantifying and qualifying details to strengthen the description of the job tasks and reinforce the candidate’s strengths.

The second example describes the job tasks without calling attention to the candidate’s strengths and abilities on the job.

PRO TIP: Start each bullet point with an influential new power word (action verb) or keyword (descriptive adjective). Each bullet point should present new information written with different words to show off the versatility of your abilities.

(If you lack work experience, see below for a helpful section.)

More About Bots

As you write your resume, consider how it is going to be reviewed once you send it in.

While many candidates assume that either an owner or a hiring manager will be reviewing their resume, there is an additional evaluator to consider.

Applicant Tracking Systems (ATS), or bots, are computer programs designed to review your resume before a hiring manager does.

Bots search resumes for specific keywords associated with good candidate potential, and if a resume fails to match the criteria, it will not be flagged for further review.

Some resume experts believe that writing job descriptions in paragraph format encourages candidates to use more keywords when writing their resumes.

Standard bullet point format:

Verizon | Customer Service Representative | Atlanta, GA | June 2013-July 2016

  • Maximized excellent customer service by identifying and fulfilling customer needs in a timely manner receiving 96% positive reviews
  • Educated customers on all store products and services while answering questions and concerns presented resolving over 90% of technical issues without a transfer
  • Utilized creative problem-solving techniques to resolve customer complaints efficiently and effectively, decreasing cancellations at our store by 7%

Paragraph format:

Verizon | Customer Service Representative | Atlanta, GA | June 2013-July 2016

Maximized excellent customer service by identifying and fulfilling customer needs in a timely manner receiving 96% positive reviews. Educated customers on all store products and services while answering questions and concerns presented resolving over 90% of technical issues without a transfer. Utilized creative problem-solving techniques to resolve customer complaints efficiently and effectively, decreasing cancellations at our store by 7%.

Or, consider adding some bullet points after your paragraph for more vital information.

Verizon | Customer Service Representative | Atlanta, GA | June 2013-July 2016
Maximized excellent customer service by identifying and fulfilling customer needs in a timely manner. Educated customers on all store products and services while answering questions and concerns presented resolving over 90% of technical issues without a transfer. Utilized creative problem-solving techniques to resolve customer complaints efficiently and effectively, decreasing cancellations at our store by 7%.

  • 96% positive customer reviews
  • Employee of the Month (2 times)

At Big Interview, we propose that you continue to write your job descriptions using bullet points to allow for a more professional and easy to follow appearance for hiring managers.

When using bullet points, it is still possible to impress a bot with your resume; just pay attention to your use of keywords when writing.

Writing Your Education Section

When writing your education section, always list your credentials, starting with the most impressive and going down.

List the full title for each degree, along with the school you attended and the year you graduated.

If you have a college degree, it isn’t necessary to include your high school education.

Example:

Bachelor of Arts in Liberal Studies
Appalachian State University, Boone, NC
December 2011

If you have any additional certifications or licenses to include, you may do so in this section, or add a section directly below your education section to include those details.

Certifications:

Certified Customer Service Professional – NCSA

Possible Sections to Include

If you have extra achievements or qualifications that would be beneficial to include on your resume, it is acceptable to add sections to accommodate them.

Some additional sections to consider including are:

Potential sections could be:

  • Awards and honors
  • Publications
  • Noteworthy Projects
  • Social Media Influence
  • Speaking Engagements
  • Hobbies/Interests
  • Volunteer Work

What if You Have no Experience?

If you are new to the workforce and don’t have any prior experience to speak of, writing a customer service representative resume can feel like a daunting task.

However, rest assured that there are still ways to expand on the skills and education you have to create a resume that can land you an interview.

Start by moving your education section just below your resume summary so that it is in a more easily noticeable location.

Depending on your educational background, try to add more details to expand on your achievements in school.

High GPAs, honors, awards, specific coursework, and even certain extracurricular activities can be impressive details to include in your education section.

Outside of your education section, adding accomplishments like internships and volunteer work can show hiring managers that you still have work experience even if it wasn’t paid.

Remain confident and persistent and you will land a job with the right company.

Resume Points to Remember

Check things over

Once you have finished writing your customer service representative resume, take the time to look it over and correct any mistakes or awkward phrasing. If you are not able to find someone else to look it over with you, read it out loud to yourself to get a better idea of how it is going to sound to someone else reading it.

Freshen up

Make sure that each bullet point starts with a different power word or keyword to describe yourself. Look at each power word you have written and make sure it is the best option for that bullet point – strong wording separates the best resumes from the rest.

The basics

When writing your resume, it is easy to get caught up in the more complicated aspects of writing; don’t let that distract you from the simple things. Always include your name and contact information at the top of the page where it is clearly visible.

Always Avoid

Two page resumes

A two-page resume isn’t likely to impress a hiring manager. Say what you need to say, but make sure that it all fits on one page. Play around with the font and format to make sure everything fits neatly and isn’t packed too tight.

“I” and “me”

While your resume is all about you, avoid using the words “I” and “me.” This may feel strange, but these two words are considered unprofessional on a resume.

Ignoring your audience

You can write the best customer service representative resume and follow all the rules and still miss out on an interview if you don’t tailor your resume to the needs of the company you are applying to. Look over the job posting to come up with skills and qualifications to include and read about the position to make sure your bullet points are relevant.

Some Helpful Tools

Customer Service Representative Power Words

  • Administered
  • Adept
  • Built
  • Created
  • Consolidated
  • Coordinated
  • Developed
  • Designed
  • Founded
  • Formulated
  • Implemented
  • Improved
  • Initiated
  • Launched
  • Pioneered
  • Organized

Skills List

Hard SkillsSoft Skills
Microsoft officeConflict Resolution
75 WPM TypistProblem Solving
ZendeskExcellent Communication
Fluent English and SpanishCustomer Service
Data EntryAttention to Detail