Customer Service Resume Samples
Customer service professionals are responsible for addressing customer needs and ensuring they have a positive experience. To perform a customer service role, you need to use customer service skills. This skill set includes qualities like active listening, empathy, problem-solving and communication. Customer service skills are used in many jobs at every level. In this article, we offer two resume samples along with tips to create a customer service resume that stands out to employers.
Austin, TX • (123) 456-7891
Energetic Customer Service Representative with 3+ years of experience resolving complex customer inquiries. Passionate about building strong customer relationships, driving brand loyalty, and increasing customer engagement.
Bachelor of Science in Business Administration
- Resolve 300+ weekly customer inquiries via phone and email, consistently exceeding targets
- Pioneered development of improved system for following up with unsatisfied customers, reducing customer churn by 6%
- Trained and mentored 4 new employees on conflict resolution, JIRA, and Zendesk CRM
- Proposed more efficient call script to reduce average customer handling time, which was well-received and implemented by management
- Achieved 97% average customer satisfaction rating to date, surpassing team goal by 12%
- Received #3 Customer Service Representative in the Western Region award (out of 500+ reps)
- Made 30+ outbound calls per day to follow up with customers who were overdue in their payments
- Spearheaded customer referral program, increasing customer base by 15% in less than 6 months
- Helped develop new customer service rep training program that cut training time in half from 1 month to 2 weeks
- Consistently exceeded weekly credit card application targets by 10%+ with innovative upselling techniques
- Fluent in Spanish
- Proficient in Microsoft Office
- Outbound/inbound calling
Denver, CO • (123) 456-7891
Engaging Senior Customer Service Representative with 15+ years of experience in fast-paced call center environment. Skilled at transforming customer feedback into actionable insights that drive revenue, increase customer loyalty, and improve processes.
Bachelor of Science in Psychology
- Handle 250+ inbound calls per week, answering customer inquiries and resolving issues
- Track trends in customer feedback and collaborate with management to determine the root cause of issues
- Created 10 customer service email scripts used across the company to interact with customers
- Answered an average of 50+ calls per day from unsatisfied customers related to delays in shipment, order mistakes, and lost orders
- Won #1 Customer Service Representative two years in a row for highest customer satisfaction ratings (25% above average)
- Revamped customer service phone scripts, raising customer survey ratings by 40%
- Resolved over 100 customer complaints per week via phone and in-person
- Reduced average customer representative call time by 90 seconds with intuitive intranet site
- Single-handedly created customer service representative training manual, reducing onboarding process from 8 weeks to 6 weeks
- Fluent in French and Spanish
- Complaint resolution
- Service-based selling
Customer service is the assistance provided to people regarding a product or service by the company that offers it. These are essential services that can be supported with technology and automation, but often still require a human to facilitate.
According to the Bureau of Labor Statistics’ Career Outlook, about 25% of all jobs involved customer service in 2016. Occupations involving customer service like retail sales representatives, cashiers, wait staff and receptionists are projected to account for more than 27 million jobs by 2026. Indeed data shows that the average salary for customer service roles can range from approximately $12.22 per hour for Front Desk Agents to $15.55 per hour for Administrative Assistants.
Your customer service resume should have information that will get you noticed quickly by employers. Choose relevant experience, skills, certifications and key achievements that meet the requirements of the role you’re seeking.
Here are the five steps to write a customer service resume:
1. Choose the right format
When looking to showcase your skills and experience in customer service, there are three types of resume formats to consider depending on your background and career objectives including chronological, functional or combination. The main goal in resume writing is to create a highly-readable document that allows employers to quickly see why you’re a good fit for the job.
Here is a brief description of each resume format type and when to use each:
Chronological lists your work experience in reverse-chronological order. It is best used if your current or previous role was in customer service.
Functional focuses more on relevant skills than work history. It is best used if you are looking to transition into a customer service role and want to highlight the skills you have related to the field. This format is also especially helpful if you have a career gap as it places the emphasis on your skillset.
Combination blends chronological and functional resume types. It is best suited if you’re transitioning career and have a diverse employment history.
2. Create a resume summary
A resume summary, also known as a professional summary, is a brief one- to three-sentence description of your background that sits directly beneath your contact information. It should highlight your most relevant and impressive qualities and experiences that make you a competitive candidate. It should include total years of experience in customer service-related roles, key achievements and required or preferred skills you possess.
Customer-focused professional with three years of experience providing expert care in a fast-paced environment. Strong collaboration, resolutions and communication skills. Provides stellar customer service to English and Spanish-speaking customers.
Reliable customer service specialist who maintained a personal customer satisfaction rating of 98% over three years. Strong organizational, communication and technology skills for all phases of customer interaction. Seeking an opportunity with ABC Company to leverage these skills in an e-commerce environment.
Driven customer service representative with more than five years of experience growing at firm with an expanding online presence. Increased return customers by 25% in one year at ABC Company by creating and distributing an email newsletter and social media campaign strategy.
3. Use customer service keywords
Customer service skills are traits, behaviors and practices that enable you to address customer needs, foster positive relationships and act as a representative of a company. Employers often rely on software known as applicant tracking systems (ATS) to help them sort through the resumes they receive to find qualified candidates. ATS keywords on a resume are important because the applicant tracking system quickly scans hundreds of resumes, and then it ranks candidates based on keywords chosen by the employer for the available position. For customer service roles, it’s important to know how to write your resume using keywords so the ATS identifies you as a strong candidate.
Use these strategies to determine which keywords to include in your resume:
Start with the job description. Throughout a job listing, you can find keywords in education requirements, duties and responsibilities, and preferred qualifications. When writing your resume, choose keywords that echo the keywords in the job description, as the employer will likely enter the same keywords into the ATS.
Include role and industry-specific keywords. Keep an eye out for the keywords that were included in the job description, this should confirm their importance and the need to include them if these are skills you possess.
Include keywords throughout your resume. Keywords can be placed in the Resume Summary, Skills, Professional Experience and Education sections of your resume.
Required and preferred skills listed in a job description can act as ATS keywords in your resume. Your customer service resume should include a mix of hard and soft skills.
The top customer service skills to include are:
Communication: You will need to communicate with customers or clients in a clear, easy-to-understand way to solve the problem.
Problem-solving: Customers can experience a range of issues that require support. You will need to determine the source of a problem quickly and find an effective solution.
Patience: Costumes may ask several questions, be dissatisfied with things out of your control or ask you to repeat instructions several times. Patience is needed to keep the conversation on track, remain personable and provide a positive experience.
Interpersonal: Often called people skills, you’ll need skills like active listening, teamwork and empathy to communicate and build relationships with others.
Technical knowledge: To solve problems efficiently, you will need to know product-specific technical or industry knowledge to help customers. Much of this learning can be done on the job, but it helps to showcase any existing knowledge on your resume.
Additional customer skills include:
4. Write strong professional experience bullet points
Use the bullet points under your professional experience section to show the scope of your work with examples of impact you’ve driven in the past. When possible, include quantifiable data within each bullet point to measure the result of your contributions. For customer service roles, this can include information like your customer satisfaction rating, the percentage of a sales goal you met or exceeded and the number of inbound conversations you replied to via messaging software.
Customer Service Specialist I April 2018 - March 2020
ABC Company I Austin, TX
Provided daily high volume customer support through live chat and email communication, maintaining an average happiness score of 99%
Coached clients through weekly live webinars to improve their understanding of the product’s capability and provide real-world examples of how other clients leverage the product to reach and exceed company goals with an average webinar NPS of 75.
Partnered with the client support team to conduct an audit of Enterprise clients activity to prevent churn—personally added an additional $55,000 in value to a marquee client in Q1, which resulted in retaining the company on the platform
5. Incorporate customer service action verbs
Action verbs communicate to a recruiter the level of impact you had at a previous company and defines the level of customer service you provided. Aim to begin every bullet point in your Professional Experience section with an action verb.
Examples of customer service action verbs include: