Customer Service Representative Resume Sample
Address: 4529 University Way Northeast, Seattle, WA
Phone: (206) 726-1751
Email: [email protected]
Current job: Customer Service Representative at Comcast
- To obtain employment as a Customer Service Representative at one of the largest cable, internet, and phone service providers in the state of Washington and to seek a challenging position in a type of working environment conducive to my professional growth.
- To be hired by one of the best companies in New Mexico where I can demonstrate my expertise in customer care and service management.
- Solid foundation of customer care and relations, with vast experience in the field
- Excellent talent for using strategies to deescalate irate clients
- Strong interpersonal skills, with the ability to relate and empathize with people of varying personalities and from all walks of life
- Fluency in the English and Spanish languages, with excellent communication skills both in verbal and oral communication
- Proficiency in numerous computer applications and software, including MS Word, Power Point, Excel, and several others
- Highly motivated and driven to achieve set goals and targets
- Ability to maintain a calm and composed manner when dealing with potentially explosive client situations
- Superb ability to multitask, able to handle multiple duties and responsibilities without sacrificing quality of work
- Possess a fun and vibrant personality that customers find refreshing and appealing
- Excellent leadership skills, with a unique talent for handling and resolving conflicts within the team
- Great team player and excellent independent worker
- Excellent oral and written skills
- Stellar customer service skills
- Commendable problem-solving skills
- Good interpersonal skills
- Impressive critical thinking skills
- Excellent record-taking capabilities
- Good decision making skills
- Retentive memory
- Proficiency in English and Spanish
Customer Service Representative, 2015 – Present
Comcast, Seattle, WA
Duties and Responsibilities
- Diffuse and resolve various volatile customer situations while maintaining the balance between the interests of the company and customer satisfaction
- Make service changes, recommend service options, and schedule installations for phone, television cable, and internet lines
- Provide detailed and accurate accounts of customer calls for prevention of future audit issues
- Resolve an average of 250 inquiries in any given week, dealing with all types of inquiries including billing issues, installation schedules, product information queries, and numerous other matters
- Meet performance targets in all areas such as speed, accuracy, volume, customer satisfaction, and issue resolution
- Upsell company products and services to customers and meet target sale conversions
- Route technical queries to designated channels for proper resolution of service and equipment issues
- Takes calls and listens to client concerns regarding their accounts
- Responds to client inquiries about health and insurance benefits through phone, chat, or e-mail
- Oversees member accounts and modifies/changes them as needed or as requested by the client
- Identifies the actions necessary in order to obtain the results needed by the customer
- Provides answers to client questions and queries regarding their health premiums
- Handles customer complaints regarding billing, payments, etc
- Refers client to superiors for other concerns
- Records actions taken and modifications done during the phone transaction
- Generates sales leads through telemarketing
- Conducts phone surveys to clients to ascertain the company’s quality of service
Customer Service Representative, 2017 – 2015
Aphrodite Sportswear, Seattle, WA
Duties and Responsibilities
- Generated additional revenues utilizing thorough product knowledge and friendly sales techniques to up-sell product specials and complementary items
- Exceeded customer expectations by locating hard to find items, and recommending alternative options for out of stock pieces
- Consistently met and exceeded set productivity targets
- Streamlined the product information search process by creating a detailed product intranet site, reducing the average representative call time by 60 seconds
- Assisted as interim call center supervisor, monitored call centre representative phone calls and provided necessary performance feedback
- Designed, developed, and launched successful employee recognition program whereby the top performers are given due recognition and awards
- Provided training to new customer service representatives and mentored them during their first few months
- Develops marketing strategies and campaigns for DIRECTV programs
- Conducts customer service processes, as well as client acquisition
- Implements new products and offers
- Briefs clients regarding new product launches
- Promotes products in-store and through phone
- Handles product returns and clients
- Takes product orders, checks pricing and handles billing and payments
- Refers clients to managers and supervisors for troubleshooting, as needed
- Participates in leadership trainings for Customer Service Representatives
Customer Service Representative and Cashier, 2016 – 2017
LMP Enterprises, Seattle, WA
Duties and Responsibilities
- Performed various customer service duties
- Responsible for accurate counting and balancing of cashier drawers
- Maintained weekly spreadsheet for forwarding to the Accounting Department
- Answered multiple line phone system and assisted callers or routed calls to appropriate department
- Proffers informative sales guidance to clients who have been recommended by the partner store
- Educates referred clients regarding rent-to-own transactions, together with its pricing options, benefits, and features
- Makes recommendations regarding the best products or options for the client
- Goes over customer accounts for detail addition and modification
- Reviews expired records and coordinates with concerned clients in order to facilitate timely payments
- Maintains precise records of client activity to ensure appropriate payments and customer satisfaction
- Handles client complaints and product returns
- Collaborates with employees from the partnership store
- Networks with employees from partnership stores in order to acquire customer referrals
- Refers clients to managers and supervisors as needed
Ballard High School, Seattle, WA
High School Diploma
2017 – 2015, 3.5 GPA
- Customer Service Skills Training
- Spanish Grammar and Composition
- Call Center Service Operations
- Complaint Handling/Dispute Resolution
- Sales Lead Generation
- Civil Status: Married, with two children
- Date of Birth: 2/10/1988
- Interests: reading Spanish novels, watching investigative shows, playing with the kids
How To Write A Good Customer Service Representative Resume
A CSR agent represents the company. He must be able to attend to all concerns and inquiries that are relayed by the customers. To be effective, the CSR agent must know the product or service that he is representing by heart.
If you can answer all of the questions clearly and provide accurate information, the customer will feel relief and will have a good impression of the company.
In the same manner, when preparing your CSR resume, you are representing yourself to the company. You must know your strengths or key selling points and provide information that is relevant and useful.
Here are 3 tips on how to write a good Customer Service Representative resume:
1. Customize It To Fit The Needs Of The Job
Were you a CSR for a computer company or a real estate agency? Although the nature of the job is the same, the demands for both types of CSR agents are different.
A technical CSR agent would be more familiar with correct procedures. In contrast, a real estate CSR is more intuitive and uses interpersonal skills to build strong, long-lasting relations with the customers.
Before you start writing your resume, read the job post. Find out what kind of job it is and what the duties and responsibilities are. The company will most likely include a section of the specific qualifications for the job.
The key sections of your CSR agent resume – Contact Information, Objective Statement, and Work Experience – should fit the needs of the job:
- Do you have the required skills? Mention them in the Objective Statement and Work Experience sections.
- Focus on the duties and responsibilities that are the same or similar to the ones listed on the job post.
- If the job requires a professional license and you have one, include the license number in your Contact Information section.
2. Communicate Clearly
Most of the time, you might be meeting with customers who very irate and stressed out. This could be unnerving. If you let your fears get the best of you, it may be hard to clearly articulate what the customer needs to do over the phone.
Applying for a job is a stressful time. However, do not let the pressures of landing the job get to you. The resume is your first point-of-contact with the employer.
For this reason, make a good impression by communicating your qualifications and experiences clearly:
- Write in a conversational manner; avoid using technical terms that are buzzwords in the industry you are working in.
- Highlight the experiences that prove you could handle similar tasks that are required of the job.
- Keep your sentences short. 15-20 words per sentence are ideal for the reader to maintain focus on your main idea of your statement.
- Avoid errors in spelling and grammar. This is a big no-no for recruiters.
3. Keep It Orderly and Well-Organized
“First impressions last.”
That popular adage applies even to your resume.
An experienced Hiring Manager can gauge the qualification of an applicant simply by looking at a resume. How your resume looks like can trigger emotional cues from the person reviewing it.
If it looks disorganized or “messy” – small-sized fonts, no structure, long sentences within wide paragraphs, and without bullet points – it will discourage the recruiter from reading it.
Worse, it will give him an idea of what your mindset is – disorganized and messy as well!
Here are 3 tips on how to keep your resume look truly professional:
- Use appropriate fonts at the right size – Arial, Calibri, Helvetica, and Cambria are good choices. Depending on the font style, use size 12-14. The important thing is that your text must be readable.
- Use bullet points to organize your skills and qualifications.
- Improve structure by using a Justified or Left-Aligned setting.
For recruiters, a resume that is orderly and well-organized is indicative of a person who is confident of what he can do for the company.
Customer Service Representative Resume Objective Example
Many job applicants do not think the resume objective is important. For them, they believe the “objective” is obvious: To get a job. Consequently, this simplified view of the objective statement can take them out of the running.
Your Customer Service Representative resume objective is the only section which allows you to state your value proposition: What you can do for the company. Conversely, the recruiter will read your objective statement as the answer to the question:
“Why should we choose you over the other applicants?”
The resume objective is where you lay your claim to the job. It is a small section but the resume objective carries a lot of weight. In a few sentences, the objective statement will summarize everything that the recruiter wants to know about you.
Thus, your CSR resume objective is your sales pitch. This is where you sell your skills, experience, and knowledge to the recruiter.
When writing an objective statement, give it some thought and purpose. In other words, make it an eye-catching Customer Service Representative resume objective:
1. Use a Powerful Introductory Statement
Before writing your resume objective, go back to the job post and take note of the company’s requirements for a CSR agent. Usually, the HR officer that created the job post will list the requirements in order of importance.
Do you have all or any of them? If so, start off your strongest skills – the ones that immediately address the needs of the company.
For example, if the job requirement lists the following skills:
- Bilingual; can speak Spanish.
- Minimum of 1-year experience in the retail industry.
- At least a high school graduate.
- Knowledgeable in using customer service software.
- Positive disposition.
You can start off your resume objective this way:
Bilingual Customer Service Representative who can read, write, and fluently converse in Native Spanish seeks the opportunity to share his experience and knowledge that has been nurtured over 2 years in the retail industry.
In this opening statement, we used 5 powerful keywords that will surely attract the attention of HR: Bilingual, Customer Service Representative, Spanish, Experience, and Retail Industry.
2. Include Other Relevant and Transferable Skills
Do you have other skills which are relevant and transferable to the job of a CSR agent? Include them as well in the resume objective.
What are examples of relevant and transferable skills?
- Certified in customer service work.
- Knowledgeable in running CRM software.
- Articulate speaker.
- Excellent communication skills
3. Personalize the Statement
If there is one thing that can put off a Hiring Manager, it would be to come across a resume that reads like a run-of-the-mill application. The company wants to gauge how much you want the job. Take the time to make the recruiter feel special and personalize the resume objective.
Mention the name of the company you are applying to in the resume objective.
Cite a specific problem that the company is concerned with and explain how your skills can help provide solutions.
Thus, take some time to do some research on the company. Visit the company’s website and social media accounts. Likewise, do a quick Google search to see the latest news on your prospective new employer.
Lastly, keep it short but to the point. Try to summarize the key points to no more than 5 sentences.
Customer Service Representative Resume Skills
As we mentioned in the introduction, CSR agents are needed in every industry. Therefore, the skills in your CSR resume must address the specific needs of the company and the demands of the industry.
However, there are basic and fundamental skills that every CSR agent should have. Here is a rundown of Customer Service Representative resume skills that the recruiter expects to come across:
1. Excellent Communication Skills
Communication is a 2-way street. As a CSR agent, you must be both a good listener and an articulate speaker. In fact, an argument can be made that you should be a better listener than a speaker.
When you have excellent communication skills, you will be able to expertly resolve the customer’s issues with the product and service. Also, you will have the ability to diffuse any potentially explosive emotional outburst from an irate customer.
2. Good Comprehension Skills
To become effective in your job, you must know everything about the company’s product or service. In this manner, you will be able to understand the situation better and come up with the best solutions.
Thus, it is important to have good comprehension skills. You need the ability to learn the product in and out and top to bottom. This is especially true if you are coming over from another industry.
You will have to “unlearn” everything that you knew about the previous product in order to learn everything about the new product.
3. Professional Decorum
You may have been on the other end of the line – the customer complaining to the CSR agent about the company’s product or service. If you have, then you know how difficult the job of Customer Service can be when it comes to dealing with irate customers.
Realistically, you should expect the customer to act in an almost “primal” manner. They will use expletives; call you names, hurl insults, and invectives at you. Through it all, you must maintain professional decorum.
Yes, it is hard but keep in mind that you are representing the company. If you say anything appropriate to the customer, you may get your employer in trouble. For this reason, the company may give you a few scripts to follow.
This way, there will be fewer chances of saying anything that would violate the rules of the Federal Trade Commission or the governing consumer agency.
4. Ability to Manage Stress Levels
The job of a CSR agent is very stressful. Imagine yourself dealing with more than 30 irate customers every day! If you can’t handle stress, your mind and body will give out.
Consequently, you will make mistakes in handling the concerns of the customer. You may forget procedures such as issuing trouble tickets, uploading the status on the CRM and endorsing the problem to your supervisor.
Regardless of the situation, keep calm! Understand that the customer has the right to be exasperated. The job of the Customer Service Representative is to find solutions that will help the customer get much-needed relief.
5. Knowledgeable with Computers
If you noticed, most of the skills described are soft skills. These are the skills that pertain to your personality attributes. After all, you will be dealing with highly-emotional people.
That said, you must also possess key hard skills such as knowledge in computers. As a CSR agent, you will be conducting work using various software programs and work-specific hardware.
Make sure you know how to handle select software programs for Customer Service and for CRM administration.
Customer Service Representative Duties And Responsibilities
The duties and responsibilities of a Customer Service Representative will vary depending on the type of industry he is in as well as the nature of the business. For example, if you are in insurance, you may have to be certified in your state and be familiar with the procedures of the industry.
In general, the duties and responsibilities of a CSR agent must be focused on one thing: Addressing the needs or concerns of a customer regarding the product or service of the company.
For the work experience section of your CSR resume, what is important is to show the prospective employer that you know how to perform your tasks to the best of your abilities.
1. Give a Detailed Description of Your Duties and Responsibilities
In most companies, you are expected to follow procedures as a Customer Service Representative. The reason for this is there are state laws that require companies to make sure the rights of consumers are protected. On the side of the company, management wants to make sure all customers are treated equally and fairly by their agents.
When writing your duties and responsibilities, give a detailed description of your tasks and present them in order. By doing so, the person reviewing your work experience section will have a better understanding of your previous job. If you can do this successfully, you would win the vote of the recruiter.
Here is an example of a Customer Service Representative work experience section that is written in a detailed manner and presented in the right sequence:
Customer Service Representative, 12 June 2018 to 11 December 2018
Idea Pro Contact Center Solutions; Los Angeles, California
- Handled Viceroy Chat Service account, a service whereby subscribers can chat with members, post images, videos, and send personal messages.
- Attended to issues and complaints that were sent by subscribers via email, chat support, and inbound call-in service.
- Procured all the necessary subscriber data before proceeding with customer support services. Data included name, birthdate, contact number, user name, and ID number.
- Informed customer that call was recorded or if in the case of email or chat support, a copy of the transcription would be forwarded to them.
- Conducted a preliminary investigation on the matter by taking down pertinent information such as date of purchase of the product, how it was purchased, a request to give a rundown of the operating procedure, and the first instance when the problem manifested itself.
- Endeavoured to resolve the problem within 15 to 20 minutes of the conversation.
- Prepared trouble ticket and assured the customer of a response within 24 hours.
- Created customer information entry in the company’s CRM.
2. Validate Your Accomplishments with Numbers
Likewise, the company would be interested if you were successful in your job as a CSR agent. If you had accomplishments, make sure these are validated by actual numbers.
- During my tenure as Customer Service Representative, my turnaround time or TAT was measured at 26.4 hours. The benchmark TAT in the company was 36 to 48 hours.
- My average phone-in time per customer is 12 minutes which is 6 minutes shorter than the overall average.
- Customers have rated my performance as 8.6 over 10 – Very Satisfactory.
3. Use the Chronological Format
Finally, if you don’t have an unemployment gap of more than 4 months, use the Chronological format.
This type of format puts more focus on your Work Experience section. By starting out from your current employment, the recruiter will be able to assess your present capabilities and experience level as a CSR agent.
The Chronological Format will arrange the sections of your resume in this manner:
- Contact Information
- Objective Statement
- Work Experience
Entry Level Customer Service Representative Resume
As we mentioned earlier, the job of a Customer Service Representative is a good entry point for those who are still searching for their career path. In fact, many companies that need CSR agents are looking for entry-level candidates! Therefore, if you have an entry-level Customer Service Representative, don’t worry! There are many job opportunities available for you.
In view of this, your focus should be to stay ahead of the other entry-level candidates:
- Highlight the skills and abilities that are relevant to the job description.
- Include other skills and advanced training that could set you apart from everyone else. For example, if you are proficient in a foreign language or some computer programs.
- If you don’t have any work experience, include freelance work experience, if any at all.
Lastly, use the Functional format which shifts the focus of the recruiter away from your lack of work experience and toward your skills and abilities.
The standard template for the functional format will arrange the sections of your resume in this manner:
- Contact Information
- Objective Statement
- Work Experience
Don’t be discouraged if the offers or interviews come in trickles. Companies need your skills and abilities. Be patient and keep trying! Sooner or later, the door of opportunity will open for you.
Advice for a Customer Service Representative Job Interview
With the number of people desperately scouring for jobs and the relatively less number of opportunities available, it comes as no surprise that the world has turned into a dog-eat-dog world. Don’t want to be the dog that gets eaten? Here are a few tips for your job interview:
Keep Your Customer Service Representative resume Up-to-Date
So, you have decided to call it quits with your present company and seek greener pastures. It is now time to whip out your trusted Customer Service resume templates, and begin adding the latest updates to your work experience, training, and qualifications. Keep in mind that your resume should not only be freshly updated, it should also be written to target the specific requirements of the position you are applying for. For instance, if the position requires someone who can speak a foreign language, you could include in your resume the title of the foreign language course you took recently. You could also emphasize your ability to communicate well in that language in the key strengths portion of the document. This is just an example of how you can sell yourself through your resume by targeting the position’s job descriptions.
Study the Company and Its Profile
When did company operations start? Who founded the establishment? What services and/or products does it offer? How has it grown over the years? What milestones has it achieved since its birth? What are the names of competing establishments? What are the latest trends in the sector? These are just some of the things you need to know about before even daring to show up at the interview. Being knowledgeable about these things reflects your interest in the job and passion for knowing all you can about your future employer. You simply can’t go wrong with doing the research!
Avoid the Mistake of Not Practicing
Some candidates show up at interviews without having made the tiniest effort to think about the interview questions and practicing their responses. Is it any wonder that these candidates tend to slip up, stutter, or give dull answers during the interview? Try to avoid the same destiny by brainstorming ahead of time and practicing your answers to these common questions:
- How would you describe a paragon of good customer service?
- How do you maintain your composure when a customer shouts and curses at you over something you had no control over?
- Describe the strategies you adopt to convince clients that they need the products or services you are upselling.
- What can you do to uphold the company’s best interests while keeping the customer satisfied?
- How can you encourage your colleagues to achieve their target metrics while maintaining your top spot in the ranks?
Develop a List of Your Own Questions
Interviewers, whether out of habit, courtesy, or in compliance with standard interview procedures, give applicants a chance to raise their own queries. Instead of asking about pay or compensation packages, you can focus on business-related questions like the following:
- How often are metrics and employee performance evaluated?
- Will the company provide training and education on products to fully equip employees with all they need for optimum job performance?
- How does the management approach and deal with employee concerns?
Create a Professional Image
It is never too soon to create and maintain a professional image. You can start with wearing the right clothes, especially on the day of the interview. Select the pieces in your closet that will be in keeping with the image you are trying to project. Business suits, skirts, dress shirts, blouses, and slacks should be good enough.
Researching about the company you wish to be a part of.
As with any other endeavour, you need to come out prepared or else, you are going to fail. The most important weapon that you should have in your arsenal interview is knowledge. You need to equip yourself with useful information that will make the employer like you. Chances are you are going to be asked why you want to work for his company – you can’t just smile and tell him “I don’t know.” If you have an idea about the company’s mission and objectives, you will be able to answer the interviewer’s queries with confidence.
Prepare for a phone interview.
If your customer service representative resume is leaned towards a call/contact centre career, then you must prepare yourself for a phone interview prior to an actual interview. Since the job you are applying for deals with phone conversations, interviewing you through the phone will give the employer an idea about your communication skills, readiness, problem-solving abilities, to name a few.
Rehearse the answers to possible questions.
Even if you have been to work interviews several times before, you will not be able to tell what will transpire during this actual interview. Because of this, it is best if you prepare for what lies ahead by practicing the interview portion with your friends. Here are common interview questions that your family or friend might ask you:
- Why do you want to be a customer service representative?
- What motivates you to perform exceptionally?
- What adversities did you encounter in your past work? How did you solve them?
- How do you address the needs or demands of disgruntled customers?
- How do you work out a problem with a manager or supervisor?
- What are your salary expectations?
- Describe your work style.
Your appearance during a job interview is one of the many factors that an employer considers before hiring an applicant. You might look professional in your Customer Service Representative resume template, but if actuality says otherwise, your chances of getting hired will surely diminish.
For females, here are key points on professional dressing:
- Wear a conservative suit in a solid colour; match it with a complimenting blouse.
- Wear tan/light-coloured hosiery with moderately-designed shoes.
- Limit your jewellery.
- Fix your hair in a presentable and professional manner.
- Keep perfume and make-up to a minimum.
- Here are clothing tips for male interviewees:
- Wear a conservative suit in a solid colour and pair it up with a white long-sleeved shirt and a pleasant-looking tie.
- Wear dark socks with professional-style shoes.
- Fix your hair in a neat manner.
- Keep your nails short.
- Avoid or limit wearing jewellery.
- Bring your documents in a briefcase or portfolio.
Act professionally throughout the interview.
Your interviewer might sound condescending, or he might just be the type of person you truly dislike. No matter what transpires during the interview, make sure to act professionally up until the end. Address the employer with respect, even if he keeps on pushing your buttons. Most importantly, do not forget to say thank you before you leave the room.