Customer service
Customer Service Representative Resume Example
This page shows a full resume for a customer service representative with 6 years of contact center experience. The representative gives phone, chat, and email support and now prepares for a senior or team lead role. Use it as a guide for your own resume.
Under the example, you find summary examples and strong bullet points with contact center metrics. You also find the skills and software that employers ask for, and the keywords that applicant tracking systems (ATS) look for.
Updated
The job in numbers (US)
Below the median for all jobs.
- Customer Service Representative$44,770
- All jobs in the US$50,980
- Jobs
- 2,666,000 jobs (2025)
- Job outlook
- 5% decline (2025–35)
- Typical education
- High school diploma or equivalent
Source: US Bureau of Labor Statistics, Occupational Outlook Handbook. Median pay: $44,770 per year (May 2025).
Full customer service representative resume example
The example uses the free LaTeX template. The person, the employers, and the numbers are fictional.
Derek Thompson
Customer Service Representative | Phone and Chat Support, Floor Lead
derek.thompson@example.com · (555) 015-7732 · Tempe, AZ, US
Summary
Customer service representative with 6 years of contact center experience at an online retailer and an electric and gas utility. Handle 55–65 phone and chat contacts per day with a 94% customer satisfaction (CSAT) score and 82% first-contact resolution. Act as floor lead 2 shifts per week and coach new hires. Microsoft Office Specialist in Excel.
Experience
Online home goods retailer; 180-agent contact center for phone, chat, and email.
- --Handle 55–65 phone and chat contacts per day on orders, returns, and billing, with a 94% CSAT score over 12 months against a team goal of 88%.
- --Reach 82% first-contact resolution with an average handle time of 6 minutes 10 seconds, against a center average of 7 minutes 30 seconds.
- --Act as floor lead 2 shifts per week: answer agent questions, take 10–15 escalated calls per shift, and approve refunds up to $500.
- --Coach new hires through a 3-week nesting period; 12 of 14 new hires met quality and speed targets by week 6.
- --Wrote 22 knowledge base articles on return rules and damaged items; chat transfers to supervisors fell by 18% in one quarter.
Electric and gas utility with 600,000 customers; inbound billing and service calls.
- --Answered 70–85 inbound calls per day on billing, payment plans, and service start and stop orders.
- --Set up 1,100 payment arrangements in 2022 and kept a quality audit score of 96%.
- --Kept schedule adherence at 95% or higher for 10 quarters in a row.
- --Took up to 110 calls per shift during 3 major storm outages.
Grocery store with 60 employees.
- --Served 150–200 customers per shift at the register and the service desk.
- --Processed returns, exchanges, and price corrections at the service desk 3 days per week.
- --Trained 6 new cashiers on the point-of-sale system and cash handling.
Education
Skills
Certificates
How to write a customer service representative resume summary
Write 3 or 4 sentences. Start with your title, your years of experience, and the channels that you support: phone, chat, email, or social media. Then give 2 metrics, such as CSAT and first-contact resolution, and the type of customers or products. End with a lead duty, a language, or a certification, if you have one.
- 1Title and years of experience
- 2Setting and scope
- 3One result with a number
- 4Certifications or licenses
Customer service representative with 6 years of contact center experience at an online retailer and an electric and gas utility. Handle 55–65 phone and chat contacts per day with a 94% CSAT score and 82% first-contact resolution. Act as floor lead 2 shifts per week and coach new hires.
Retail cashier with 2 years of experience at a busy grocery store. Served 150–200 customers per shift, handled returns and price corrections at the service desk, and trained 6 new cashiers. Types 55 words per minute; uses Microsoft Office and point-of-sale systems.
Senior customer service representative with 8 years in insurance and banking contact centers. Lead a pod of 9 agents as acting team lead: run daily huddles, review 40 calls per month for quality, and coach on handle time. Pod CSAT rose from 86% to 91% in 2 quarters. Holds a state property and casualty insurance license.
Customer Service Representative resume bullet points
Start each bullet with a verb. Use the metrics that your contact center tracks: CSAT, first-contact resolution, average handle time (AHT), quality score, or contacts per day. Write the goal or the team average next to your number. Use one period for each number, such as the last 12 months or one quarter, and say which period it is.
Weak
Answered customer calls.
Strong
Answered 70–85 inbound billing and service calls per day with a 96% quality audit score.
Weak
Provided excellent customer service.
Strong
Kept a 94% CSAT score over 12 months on 55–65 daily phone and chat contacts, against a team goal of 88%.
Weak
Handled escalations.
Strong
Took 10–15 escalated calls per shift as floor lead and resolved 90% of them without a supervisor.
Weak
Trained new employees.
Strong
Coached 14 new hires through a 3-week nesting period; 12 of 14 met quality and speed targets by week 6.
Weak
Fast at closing tickets.
Strong
Kept average handle time at 6 minutes 10 seconds, against a center average of 7 minutes 30 seconds, with reply templates and a shortcut list for the order system.
Use only numbers that are true. If you do not know an exact number, give a range or a frequency, such as “10–15 per day”. Do not put the names or private details of patients, clients, or students in a bullet.
Skills for a customer service representative resume
Job skills
- Inbound call handling
- Live chat and email support
- Ticket management
- De-escalation
- Order and returns processing
- Billing and payment support
- Knowledge base writing
- Quality assurance standards
- CRM documentation
- Data entry
People skills
- Active listening
- Calm response to upset customers
- Clear written replies
- Problem solving
- Time management between contacts
- Coaching of peers
Software and tools
- Salesforce Service Cloud
- Zendesk
- Five9
- Genesys Cloud CX
- Microsoft Teams
- Slack
- Microsoft Excel
- Zoom
Certifications and licenses
Most customer service jobs do not require a license or a certification. Add a certifications section only when you have one that the job posting names. Write the full name, the issuer, and the month. Representatives who give information about finance or insurance may need a state license. Check the rules in your state.
- State insurance license
- Representatives who give information about insurance products may need a state license, and the license usually requires an exam. Write the license type and the state. Check the rules in your state.
- Microsoft Office Specialist (MOS)
- Optional. Each exam tests one Microsoft app, such as Excel. The Excel certification helps when the job includes reports or data entry.
- Platform training
- Optional. Zendesk and Salesforce give training and certifications for their own software. Add one when the employer uses that software.
- Language test result
- Optional. If you support customers in 2 languages, a test result proves your level. Many employers also give their own language test.
ATS keywords for a customer service representative resume
An applicant tracking system (ATS) is the software that employers use to collect and sort applications. Recruiters search it for words from the job posting. Job postings for this role often use the words below. Use a word only when it is true for you.
- customer satisfaction (CSAT)
- first contact resolution (FCR)
- average handle time (AHT)
- net promoter score (NPS)
- inbound calls
- omnichannel support
- live chat
- ticketing system
- CRM
- de-escalation
- escalations
- quality assurance
- service level
- schedule adherence
- knowledge base
- troubleshooting
- retention
- bilingual
- Salesforce
- Zendesk
Which of these words does your resume have? Paste a job description, and PDF CV shows the match.
Check your resumeTips for a customer service representative resume
Put each metric next to a goal
"94% CSAT" is a good result only if the goal was lower. Write the goal or the team average next to your number, such as "94% CSAT against a team goal of 88%". Use the same period for each number, such as the last 12 months.
Name your channels and your products
Phone, chat, email, and social media support need different skills. Write each channel that you support and the type of issue, such as billing, returns, or technical setup. A hiring manager looks for the same channels as the open job.
Show lead work before you have the title
To move to a senior or team lead job, show the lead duties that you already do. Write about floor support, escalations, new-hire coaching, and quality reviews, with numbers. A hiring manager then sees that you already do part of the lead job.
Write the systems by name
Write the CRM software, the ticket system, and the phone system that you used, such as Salesforce, Zendesk, or Five9. An employer with the same system needs less time to train you. Put the systems in your skills and in at least one bullet.
Keep the scorecard on one page
Most customer service resumes fit on one page. Put your best metrics in the summary and the first bullets, so the reader sees them at once. Write the metrics as plain text, not in a table or a text box, because an ATS can skip them.
Frequently asked questions
How do I write a customer service resume with no experience?
Use any job where you served customers, such as retail, food service, or a front desk. Give the number of customers per shift, the problems that you solved, and any cash or returns work. Add your typing speed and the software that you know.
What metrics should I put on a customer service resume?
Use the metrics that your employer tracks, such as CSAT, first-contact resolution, average handle time, quality score, and contacts per day. Add the goal or the team average next to each number. If you do not know your numbers, ask your supervisor for your scorecard before you leave the job.
Should a customer service resume have an objective or a summary?
Use a summary. A contact center manager wants your channels, your daily volume, and one metric, such as CSAT, in the first lines. An objective only names the job that you want. If you change careers, name the target job in the first sentence of the summary.
How do I move from customer service representative to team lead?
Ask your supervisor for lead tasks, such as floor support, new-hire coaching, or call reviews, and put each one on your resume with a number. Learn the reports that leads use, such as service level and schedule adherence. Write the team results that you helped change, not only your own metrics.
Are customer service jobs still available with chatbots?
Yes, but the US Bureau of Labor Statistics projects a 5% decline in these jobs from 2025 to 2035. Many companies use chatbots and self-service for simple questions. Show experience with complex contacts, escalations, and complaints, because people still handle that work.
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