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SAMPLE RESUME FOR CUSTOMER
SERVICE
Customer Service Representative CSR Example
Resume
Account Services / Customer Care
Resume Sample
Customer Service
Skills
Courtesy of O*NET
Sample of reported job titles:
Customer Service Representative, Client Services Representative, Customer
Service Specialist, Member Services Representative, Account Manager, Hub
Associate, Account Service Representative, Call Center Representative,
Claims Adjuster, Claims Service Representative
Tasks
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Confer with customers by
telephone or in person in order to provide information about products
and services, to take orders or cancel accounts, or to obtain details of
complaints.
-
Keep records of customer
interactions and transactions, recording details of inquiries,
complaints, and comments, as well as actions taken.
-
Resolve customers' service
or billing complaints by performing activities such as exchanging
merchandise, refunding money, and adjusting bills.
-
Check to ensure that
appropriate changes were made to resolve customers' problems.
-
Contact customers to
respond to inquiries or to notify them of claim investigation results
and any planned adjustments.
-
Refer unresolved customer
grievances to designated departments for further investigation.
-
Determine charges for
services requested, collect deposits or payments, or arrange for
billing.
-
Complete contract forms,
prepare change of address records, and issue service discontinuance
orders, using computers.
-
Obtain and examine all
relevant information to assess validity of complaints and to determine
possible causes, such as extreme weather conditions that could increase
utility bills.
-
Solicit sale of new or
additional services or products.
Technology
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Contact center software — Multi-channel contact center software;
Timpani Contact Center; Timpani Email |
|
Customer relationship management CRM software — Austin Logistics
CallSelect; Avidian Technologies Prophet; SSA Global software;
Telemation e-CRM |
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Electronic mail software — Astute Solutions PowerCenter; IBM
Lotus Notes; Microsoft Outlook |
|
Network conferencing software — Active Data Online WebChat;
eStara Softphone; Parature eRealtime; Timpani Chat |
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Voice recognition software — DSC Pacer Interactive Voice
Response System |
Knowledge
|
Customer and Personal Service — Knowledge of
principles and processes for providing customer and personal services.
This includes customer needs assessment, meeting quality standards for
services, and evaluation of customer satisfaction. |
|
English Language — Knowledge of the structure
and content of the English language including the meaning and spelling
of words, rules of composition, and grammar. |
|
Clerical — Knowledge of administrative and
clerical procedures and systems such as word processing, managing files
and records, stenography and transcription, designing forms, and other
office procedures and terminology. |
|
Mathematics — Knowledge of arithmetic,
algebra, geometry, calculus, statistics, and their applications. |
Skills
|
Active Listening — Giving full attention to
what other people are saying, taking time to understand the points being
made, asking questions as appropriate, and not interrupting at
inappropriate times. |
|
Reading Comprehension — Understanding written
sentences and paragraphs in work related documents. |
|
Monitoring — Monitoring/Assessing performance
of yourself, other individuals, or organizations to make improvements or
take corrective action. |
|
Speaking — Talking to others to convey
information effectively. |
|
Time Management — Managing one's own time and
the time of others. |
|
Service Orientation — Actively looking for
ways to help people. |
|
Active Learning — Understanding the
implications of new information for both current and future
problem-solving and decision-making. |
|
Learning Strategies — Selecting and using
training/instructional methods and procedures appropriate for the
situation when learning or teaching new things. |
|
Writing — Communicating effectively in writing
as appropriate for the needs of the audience. |
|
Critical Thinking — Using logic and reasoning
to identify the strengths and weaknesses of alternative solutions,
conclusions or approaches to problems. |
Working Activities
|
Interacting With Computers — Using computers
and computer systems (including hardware and software) to program, write
software, set up functions, enter data, or process information. |
|
Getting Information — Observing, receiving,
and otherwise obtaining information from all relevant sources. |
|
Making Decisions and Solving Problems —
Analyzing information and evaluating results to choose the best solution
and solve problems. |
|
Documenting/Recording Information — Entering,
transcribing, recording, storing, or maintaining information in written
or electronic/magnetic form. |
|
Communicating with Supervisors, Peers, or Subordinates
— Providing information to supervisors, co-workers, and subordinates by
telephone, in written form, e-mail, or in person. |
|
Monitor Processes, Materials, or Surroundings
— Monitoring and reviewing information from materials, events, or the
environment, to detect or assess problems. |
|
Identifying Objects, Actions, and Events —
Identifying information by categorizing, estimating, recognizing
differences or similarities, and detecting changes in circumstances or
events. |
|
Processing Information — Compiling, coding,
categorizing, calculating, tabulating, auditing, or verifying
information or data. |
|
Establishing and Maintaining Interpersonal Relationships
— Developing constructive and cooperative working relationships with
others, and maintaining them over time. |
|
Evaluating Information to Determine Compliance with Standards
— Using relevant information and individual judgment to determine
whether events or processes comply with laws, regulations, or standards. |
Work Context
|
Contact With Others — How much does this job
require the worker to be in contact with others (face-to-face, by
telephone, or otherwise) in order to perform it? |
|
Telephone — How often do you have telephone
conversations in this job? |
|
Face-to-Face Discussions — How often do you
have to have face-to-face discussions with individuals or teams in this
job? |
|
Indoors, Environmentally Controlled — How
often does this job require working indoors in environmentally
controlled conditions? |
|
Spend Time Sitting — How much does this job
require sitting? |
|
Time Pressure — How often does this job
require the worker to meet strict deadlines? |
|
Work With Work Group or Team — How important
is it to work with others in a group or team in this job? |
|
Electronic Mail — How often do you use
electronic mail in this job? |
|
Freedom to Make Decisions — How much decision
making freedom, without supervision, does the job offer? |
|
Deal With External Customers — How important
is it to work with external customers or the public in this job? |
Work Style
|
Cooperation — Job requires being pleasant with
others on the job and displaying a good-natured, cooperative attitude. |
|
Dependability — Job requires being reliable,
responsible, and dependable, and fulfilling obligations. |
|
Attention to Detail — Job requires being
careful about detail and thorough in completing work tasks. |
|
Self Control — Job requires maintaining
composure, keeping emotions in check, controlling anger, and avoiding
aggressive behavior, even in very difficult situations. |
|
Stress Tolerance — Job requires accepting
criticism and dealing calmly and effectively with high stress
situations. |
|
Adaptability/Flexibility — Job requires being
open to change (positive or negative) and to considerable variety in the
workplace. |
|
Initiative — Job requires a willingness to
take on responsibilities and challenges. |
|
Concern for Others — Job requires being
sensitive to others' needs and feelings and being understanding and
helpful on the job. |
|
Independence — Job requires developing one's
own ways of doing things, guiding oneself with little or no supervision,
and depending on oneself to get things done. |
|
Persistence — Job requires persistence in the
face of obstacles. |
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