Employers who need customer service representatives want to know if candidates are prepared to deliver exceptional service to their customers. So what do employers and hiring managers look for in a customer service representative candidate? Excellent skills in listening, communication and empathy top the list, according to Customer Service Manager Magazine, and those skills should be emphasized when writing a resume skills section.
Should You Include a Skills Section in Your Customer Service Representative Resume
You may think your experience and education prove that you are prepared for a position you want. However, a customer service representative resume would not be complete without a section devoted to customer service skills. Employers want to know what kind of skills and experience candidates will bring to their companies and to their positions when interacting with customers. While many companies provide training, a strong skill set in the areas most important to performing the job is an advantage. That is especially true for customer service representatives, who should be sure to include specific service skills and spend time writing a resumes skills section to develop a good picture of their employee value.
What to Include in a Customer Service Representative Resume Skills Section
When writing a resume skills section, keep the reader in mind when deciding where to list skills. You can emphasize skills in a couple of different places in the resume. They are most commonly included in a table either before or after work experience, or as a headline under the name and contact information. It should include active, not passive, words as well as language that portrays responsibility, professionalism and people skills.
Skills to include should be very specific to customer service job performance and should include soft skills, like empathy and friendliness, as well as technical skills, like computer literacy. If you have access to the job description for the position, match skills listed in the resume to skills required in the job description when writing a resume skills section.
Example of a Great Customer Service Representative Resume Skills Section
One of the most common ways of writing a resume skills section is as a table. It can also be written in a chart or table format, as a sidebar or as a headline or header near the top of the resume.
Here is a great example of a great customer service representative resume skills section:
5 Years’ Customer Service Experience
Intermediate Multiline Phone Use
Excellent Friendly Listening Skills
Advanced Call Center Operations
Intermediate Microsoft Office
Customer Service Orientation
Proficient at Lotus Notes, Sharepointe, and Lync
Intermediate Data Entry
Excellent Complaint Handling Experience
Customer service skills must be presented well in a customer service representative resume. Be sure to include them by writing a solid resume skills section. Skills that are at least equal to what is in the job posting or job description should be included in your resume in a clear way. Write them in list or chart format so the reader can easily pick them out when scanning or reading your resume.
Katharine Hansen, Ph.D. of Quint Careers advises resume writers not to put the skills at the end of the resume. She recommends highlighting skills in the top third of the first page when writing a resume skills section because of their importance to readers.
If you need more resume writing information, you can find tips and resources about resume writing and formatting at LiveCareer.