Almost all industry has some form of customer service in place. Whether a small B2C brick & mortar retailer or a global B2B industrial goods manufacturer, customer questions, concerns, and complaints need to be managed.
For a large majority of these companies that means having a team of professional customer service representatives in place. These employees are often much more than their title, they are in many ways the face of the business.
By understanding that, it makes it easier to know what hiring managers are looking for in a customer service representative, no matter if they are standing behind a counter or sitting in a cubicle wearing a headset.
What this writing guide covers:
Customer service as a job description casts a very large net. There are all different types of duties a company may be looking for. Before you start working on your resume, make sure you actually have the skills and experience that match the position to which you are applying.
However, if you background isn’t a perfect fit, don’t be discouraged. You still might be great for the position. It will just take a little more resume writing effort to show how your skill-set transfers over.
Unless you’re applying for a management role, there’s no reason to open your resume with anything other than a Career Objective like our applicant James did. The great thing about doing so is that Career Objectives are only a few sentences long. That means it’s not very time consuming to custom tailor each opening for each individual position you apply for.
One very simple way to do this is to insert the company’s name directly into your resume’s opening. It’s also a best practice in resume writing to try and mimic the language and tone in any job postings the company has made, even it they are for other positions. Depending on the size of the company, you may interview with the very person that drafted the copy for the postings.
In terms of proving your worth, nothing is as good as cold hard numbers. However, if your previous experience does’t allow for quoting a specific dollar figure, using a range is OK too. That is exactly what our applicant James does –
By showing a potential future employers the scope of your current or previous position they will have abetter idea of how you will fit into a new role. They also learn that you can be trusted with handling and managing company assets, which is an invaluable trait.
Though customer service reps are often right on the front lines, it’s not the most glamorous not more appreciated position in a company. Go above and beyond on your resume to show you go above and beyond your day-to-day duties carries a lot of weight with hiring managers.
One great way to show that is by mentioning any type of awards won or milestones achieved. James Davis does both.
While this type of award isn’t like wining an Oscar, it’s nothing to shrug off either. Peer review is a very common tactic in HR, so winning this award not once but twice is enough to potentially catch a resume reviewer’s eye.
In addition to the award, James includes an education section.
He doesn’t have a 4-year degree, but he did pursue additional education after high school. That shows drive and initiative, both of which are very strong traits.
The applicant James Davis went far above what most other applicants will do when pursuing the same position. He customized his Career Objective for both the company and position, he quantified the scope and range of his duties and experience, and he showed how he has been a great employee and is still improving as well.
If this resume lands on the desk of a competent hiring manager or human resources representative there’s absolutely no reason it would not result in a call back for an interview in regards to a customer service opening.