To land a Customer Service Representative job, your resume needs to be designed to get past an employer's ATS and intrigue recruiters and hiring managers. One task that proves highly valuable in meeting these goals is reviewing customer service job descriptions, like the one provided below.

Customer service job description example

Customer service job descriptions provide you with insights into the work experience, technical and soft skills, and other credentials an employer is seeking. This type of information provides an excellent starting place for what to include in your resume.

Use the following Customer service job description to guide your resume development.

Customer Service Representative job description

The Customer Service Representative attracts potential customers by answering product and service questions and suggesting information about other products and services. Process orders, prepare correspondences, and fulfill customer inquiries to ensure customer satisfaction.

Requires a high school diploma or equivalent and 0-3 years of experience in the field or in a related area. Has knowledge of commonly-used concepts, practices, and procedures within a particular field. Rely on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision. Primary job functions do not typically require exercising independent judgment. Report to the Customer Service Supervisor. The target is to ensure excellent service standards and maintain high customer satisfaction.

Customer Service Representative duties:

• Open and maintain customer accounts by recording account information

• Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution

• Maintain financial accounts by processing customer adjustments

• Recommend potential products or services to management by collecting customer information and analyzing customer needs

• Prepare product or service reports by collecting and analyzing customer information

• Contribute to team effort by accomplishing related results as needed

• Manage large amounts of incoming calls

• Generate sales leads

• Identify and assess customers' needs to achieve satisfaction

• Build sustainable relationships of trust through open and interactive communication

• Provide accurate, valid, and complete information by using the right methods and tools

• Meet personal and team sales targets and call handling quotas

• Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution

• Keep records of customer interactions, process customer accounts, and file documents

• Follow communication procedures, guidelines, and policies

• Go the extra mile to engage customers

• Resolve customer complaints via phone, email, mail, or social media

• Use telephones to reach out to customers and verify account information

• Greet customers warmly and ascertain problem or reason for calling

• Cancel or upgrade accounts

• Assist with placement of orders, refunds, or exchanges

• Advise on company information

• Take payment information and other pertinent information such as addresses and phone numbers

• Place or cancel orders

• Answer questions about warranties or terms of sale

• Act as the company gatekeeper

• Suggest solutions when a product malfunctions

• Handle product recalls

• Attempt to persuade customer to reconsider cancellation

• Inform customer of deals and promotions

• Sell products and services

• Utilize computer technology to handle high call volumes

• Work with customer service manager to ensure proper customer service is being delivered

• Close out or open call records

• Compile reports on overall customer satisfaction

• Read from scripts

• Handle changes in policies or renewals

Customer Service Representative requirements:

• Proven customer support experience

• Track record of over-achieving quota

• Strong phone contact handling skills and active listening

• Familiar with CRM systems and practices

• Customer orientation and ability to adapt and respond to different types of characters

• Excellent communication and presentation skills

• Ability to multitask, prioritize and manage time effectively

• High school diploma or equivalent; college degree preferred

• 0-3 years of experience in the field or related area

Customer service job description skills & proficiencies

Here are some of the skills you might find in a customer service job description and, as such, are good to incorporate into your resume:

• Customer Service Skills

• Product Knowledge

• Quality Focus

• Market Knowledge

• Documentation Skills

• Listening Skills

• Phone Skills

• Resolving Conflict

• Multitask

• Patience

• Negotiation

• Positive Attitude

• Attention to Detail

• People Oriented

• Analysis

• Problem Solving

• Organizational Skills

• Adaptability

• Ability to Work Under Pressure

• Computer Skills

Expert tip: If you need help culling the appropriate keywords and phrases from the job description, you can use AI tools – like ChatGPT – to analyze the text for relevant ATS-friendly keywords. When you input the job description into your preferred AI platform, it can quickly tell you the necessary skills and qualifications you should build your resume around, guaranteeing that your resume is targeted for the job.

Use Customer service job descriptions to land your next job

Use the above customer service job description and other customer service job descriptions online to help you determine what content to include in your resume. Pay attention to the skills and knowledge that you have that aligns with each and create and tailor your resume accordingly.

Before you submit your new resume to a job opening, TopResume will give it a once-over for you for free! We'll help you make sure your resume is perfect before you use it.

Recommended Reading:

• How to Tailor Your Resume to a Specific Job Description

• Customize Your Resume to Stand Out From the Crowd

• What's an ATS-Friendly Resume? And How to Write One