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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
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
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
Electronic mail software Astute Solutions PowerCenter; IBM Lotus Notes; Microsoft Outlook
Network conferencing software Active Data Online WebChat; eStara Softphone; Parature eRealtime; Timpani Chat
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.