Customer Service Representative Job DescriptionA customer service representative is responsible for ensuring customer satisfaction with a company’s products or services. Part of their job description includes: Ã¢â‚¬Â¢
- Answering calls from customers
- Scheduling product deliveries or installations
- Handling customer complaints Ã¢â‚¬Â¢
- Facilitating necessary repairs or replacements Ã¢â‚¬Â¢
- Referring customers to appropriate departments to resolve their grievances Ã¢â‚¬Â¢
- Recording interactions with customers
Job Requirements & ResponsibilitiesWhile every company is looking for proof of superior communication skills on your customer service representative resume, certain companies may also be looking for someone with specific knowledge or skills. For example, a cell phone company may give higher consideration to your customer service representative resume if you know how cell phones work. Although you do not need to complete a college degree in order to get a job, be sure to include any secretarial classes you have taken on your customer service representative resume. However, the following skills are absolutely vital for an impressive customer service representative resume:
- Speaking: You need to be able to communicate clearly to customers over the phone or online chatting.
- Comprehension: You need to be able to grasp what your customers are trying to tell you.
- Problem solving: You need to be able to assess the problem and formulate a plan to resolve it.
- Steady temperament: You need to be able to keep your cool and remain polite and calm even when customers are upset and frustrated. Ã¢â‚¬Â¢
- Salesmanship: You may be expected to convince customers to upgrade their products or services.
Customer Service Representative Advancement OpportunitiesWhile entry-level customer service representatives make only slightly more than minimum wage, experienced representatives can earn nearly $50,000 per year. The average worker in this field brings home $31,000 per year; so as you gain experience, be sure to update your customer service representative resume. Check out the customer service representative resume sample below for more help. Building Employer Confidence A customer service representative convinces customers that they made the right choice in choosing a particular company. Create a customer service representative resume that will convince potential employers to make the right choice in hiring you.
Customer Service Representative’s Resume Questions
1. How do you highlight soft skills on a customer service representative’s resume?
While it is acceptable to list a couple of your soft skills in your professional summary or skills section, it is especially important to add these skills into your work experience, especially as a customer service representative. For example, the applicant in the customer service representative’s resume sample mentions that she collaborates with management, which shows she has the ability to communicate not only with her peers but with her superiors. When possible, offer your soft skills with quantifiable information that shows how they helped previous companies you worked for.
2. How many skills should you put on a customer service representative’s resume?
The number of skills you should add to your customer service representative resume depends on how much experience you have. If you have been a representative for at least a decade, a list of up to 10 skills is acceptable. However, if you have less experience or if you are just starting your career, aim for between five and seven skills. Remember to list the most relevant ones at the top so the hiring manager sees them first.
3. How should you structure your customer service representative’s resume?
Like the customer service representative’s resume sample, the first part of your resume should always be your full name and your contact information. The second part should be your professional summary, which is where you display your years of experience and most prominent skill sets. From there, you can decide what is most important based on your experience, education, and skills. Most people list skills, then work experience, and finally education. Remember to only include relevant information. You typically donâ€™t need to provide high school information unless it is the only education you have, and avoid mentioning jobs or skills that don’t relate to the customer service field.
4. Should you include references on a customer service representative’s resume?
While it used to be a common practice to add a blurb about references being available upon request at the end of the resume, employers no longer expect this. In fact, most experts view it as taking up valuable space. Instead of providing references or a blurb about them on your resume, simply type up a list of your references and bring it with you to your interviews. The hiring manager can ask for them if he or she wants them. Remember to include the references‘ phone numbers and email addresses, and be sure to tell people you are using them as a reference so that you donâ€™t catch them off-guard.
Now that you know the ins and outs of resume creation, use our Customer Service Representatives cover letter sample to build the next important element of your job application portfolio.
5. How do you optimize your customer service representative’s resume for an ATS?
Many companies use applicant tracking systems to search for keywords and weed out resumes that don’t use their preferred phrases. This means that, like the customer service representative’s resume sample, you must focus on keywords and phrases. To ensure you beat the ATS, change your resume each time you apply for a job, tweaking it to meet the company’s specific job description. Using our personalized resume builder makes it easy to change your keywords as you go.
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Nora Hart1 Main StreetNew Cityland, CA 91010Cell: (555) 322-7337E-Mail: firstname.lastname@example.orgSummaryCustomer service and sales expert who identifies customer needs and delivers effective solutions to problems. Committed to providing high-quality customer care to create a positive shopping experience. Personable and professional under pressure with motivated, energetic nature.HighlightsCheerful and energeticSuperior organization skillsResolution-orientedDependable and reliableSavvy negotiatorPlexis POS system operationsMS Office proficientEffective team playerAdvanced mathematical aptitudeCollaborativeExperienceMay 2008 to CurrentEquipment Masters New Cityland, CACustomer Service Sales Representative Cold call target accounts to establish new customers.Offer information on product lines, service offerings, and demonstrations.Grow customer base by 10% or more each year.Return sales inquiry calls and determine how we can help the potential customer with equipment needs.Increase post-sale purchases 20% with regular follow-up calls and periodic on-site visits.Collaborate with management and outside sales representatives on receivables and delivery schedules.Named Top Performer in 2009 and 2011.September 2006 to April 2008Dependable Equipment New Cityland, CACustomer Service Sales Representative Worked with established customers to increase sales.Followed-up on purchases, inquired about satisfaction, and suggested additional items or services.Made on-site and off-site sales presentations demonstrating equipment.Developed sales strategies that resulted in 10% sales increase in 2007.February 2004 to August 2006Merchant Clothing Market New Cityland, CACashier/Sales Associate Maintained sales area by organizing merchandise, restocking shelves, and keeping counter area clean and free of debris.Processed payments and answered merchandise questions.Set up promotional displays and retagged clothing.Assisted customers with alternate sizes and accessory choices.