Want a stronger resume? Use our extensive library of professional resume examples as practical starting guides. You’ll also find ready-made content with our helpful Resume Builder – simple click, customize, and download.

Looking for cover letter ideas? See our sample Call Center Customer Service Representative Cover Letter.

Find out what is the best resume for you in our Ultimate Resume Format Guide.

How to Format a Call Center Customer Service Representative Resume

There are three ways to format your call center representative resume. Use the chronological or combination formats if you had steady employment over the last three to nine years. These resume formats use a familiar work history timeline to trace your career growth and responsibilities, which makes it easy for an applicant tracking system (ATS) to scan.

However, suppose you had to frequently change jobs or relocate for personal reasons such as family, education or financial circumstances. In that case, you can use a functional resume to downplay your short work history. This skills-based resume focuses on relevant skills such as customer service, customer account management and remote technical support.

We created two sample job applicants to demonstrate how you can format similar technical skills despite having different work experiences.

Combination or Chronological Resume

Candidate A

  • 6 years in workforce
  • 3 years at this job
  • HS Diploma

Work History

  • Quickly and accurately logs customers’ account information, suggests solutions to maintain customer support and ensures seamless transfer to the appropriate customer care teams if a customer experiences repeat issues.
  • Applies computer skills to navigate multiple tabs, windows and systems.
  • Easily empathizes and remains patient with difficult callers.
  • Fields an average of 190 daily calls to help resolve customer issues ranging from technical support customer concerns to billing issues.

Functional Resume

Candidate B

  • 3 years in workforce
  • 6 months at this job
  • AS Business Management

Professional Skills

Customer Service

  • Easily empathizes and professionally communicates with callers.
  • Suggests solutions and logs attempts to maintain customer support and ensure seamless follow-ups.
  • Fields an average of 190 daily calls to help resolve customer concerns. Issues can range from simple technical support, troubleshooting or billing issues.

Account Management

  • Quickly and accurately log customers’ account information.
  • Uses computer skills to navigate multiple tabs and interact with account management software and chat windows.

Call Center Customer Service Representative Duties and Responsibilities

Call Center Customer Service Representatives must perform various tasks to ensure the successful daily operations of a call center. We reviewed several job listings and found the following among the core Call Center Customer Service Representative duties and responsibilities.

Interact with Customers Receiving orders from customers is a key duty for Call Center Customer Service representatives. This involves entering accurate ordering information into a company’s system, providing payment options, processing payments and giving order confirmations.

Process Customer Complaints For complaints, a Call Center Customer Service Representative will take detailed reports and provide resolution for the complaint or concern. This might include working with a call center manager or other personnel if a resolution cannot be made. Explaining company policies could be a part of this responsibility.

Explain Products and Services A Call Center Customer Service Representative must be knowledgeable about the products or services their company provides and have the ability to explain these in detail. This might include sending brochures or handbooks in the mail to interested customers, giving information about warranties, citing product costs or service charges, and giving customers part numbers or descriptions.


Call Center Customer Service Representative Skills

Having strong communication skills and an eye for detail are two crucial skills for Call Center Customer Service Representatives. They should be problem-solvers who can work independently and utilize strong listening, speaking and decision-making skills. The ability to work in a fast-paced environment and to converse with a wide variety of people of different cultural backgrounds are also important. Besides these general skills, many employers might look for potential Call Center Customer Service Representative candidates to possess the following skills. Core skills: Based on job listings we looked at, employers want Call Center Customer Service Representatives with these core skills. If you want to work as a Call Center Customer Service Representative, focus on the following.

  • Adapting to the changing needs of customers
  • Providing excellent customer service
  • Applying innovative solutions to various types of complaints and concerns
  • Maintaining a professional attitude in challenging situations

Advanced skills: While most employers did not require the following skills, multiple job listings included them as preferred. Add these to your Call Center Customer Service Representative toolbox and broaden your career options.

  • Be results-driven and respond positively to feedback
  • Knowledge of Microsoft Word, Windows and other basic computer programs
  • Ability to multi-task

Call Center Customer Service Representative Resources

If you are contemplating a career as a Call Center Customer Service Representative, you can use additional resources to get more of an insight into this profession. Below, we have provided links to online and print resources that can help shed more light on this particular job and what you can expect when working as a Call Center Customer Service Representative. On the Web

Customer Service Professionals Network Blog – A blog offering career advice, tips and strategies from those working in the customer service field.

Shep Hyken – A customer service expert offers a blog and articles focusing on the customer service profession. Topics include customer service strategies, experiences, building customer loyalty and gaining customer confidence. Industry Groups

National Customer Service Association (NCSA) – An organization designed to provide support to customer service representatives, with tips and strategies for building strong customer relations, educational courses, training opportunities and keynote speakers. International Customer Service Association (ICSA) – Founded in 1981, ICSA provides free weekly webinars, leadership development support and online training resources.

Customer Service Professionals Network (CSPN) – Training, workshops, networking and conferences are among the supportive services provided by this organization. Books

The World of Customer Service 3rd Edition – Reviews the skills and techniques needed to be a successful customer service representative.

The Customer Rules: The 39 Essential Rules for Delivering Sensational Service – Written by a former Walt Disney executive, this book explores ways in which to satisfy customers and provide sincere and consistent customer service.

The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations – A guide to saying and doing the right things when confronted with challenging situations in a customer service setting.

Call Center Customer Service Representative Resume FAQ.

How do you format a customer service representative resume?

Most call center customer service representatives should use the tried-and-true chronological resume format. In the chronological format, work history immediately follows the career summary. For each job, beginning with your most recent one, you’ll list a few chief accomplishments in bullet points. Focus on adding quantifiable achievements whenever possible since recruiters are always more impressed by specific numbers.

If you’re changing careers or lack work experience, you may want to consider using a functional resume or a hybrid resume. The functional format focuses entirely on skills and abilities, always downplaying if not eliminating the work experience section. The hybrid format bridges the gap, giving equal weight to skills and work experience.

For more details on each format type and to learn about margins, typeface and other formatting essentials, check out our resume formatting guide.

What should be included in a call center customer service representative resume?

Any resume for a call center customer service representative should have:

  • A header with the applicant’s phone number and email address.
  • A 2- or 3-sentence career summary touching on professional highlights.
  • Your work experience listed in a reverse-chronological order with a few bullet points for each job.
  • Your formal education as well as industry-standard customer service certifications.
  • A list of critical hard and soft skills.

What skills should be added on a call center customer service representative resume?

Call center customer service representatives use a range of skills in their day-to-day jobs.

The most important soft skills include:

  • Verbal communication
  • Comfort operating a telephone
  • Active listening
  • Empathy
  • Friendliness
  • Attention to detail

The most important hard skills include:

  • Data entry
  • Knowledge of computer programs like Microsoft Excel and Word
  • Point-of-sale (POS) software
  • Make effective outbound calls
  • Product knowledge

How do you create a call center customer service representative resume with no experience?

You can land a job as a customer service representative in a call center without having any experience. The key is to utilize the functional resume format. The functional format, also known as a skills-based resume, puts the spotlight on your skills and abilities rather than on your work history, giving you a chance to explain why you’re the perfect candidate.

How can a builder help you create a call center customer service representative resume?

Using a resume builder is akin to having one-on-one support from a resume professional — only significantly cheaper. In JobHero’s Resume Builder, for example, you’ll find dozens of professionally-approved templates that fit different industries and jobs. Builders also offer proper formatting and prewritten suggestions for every section of the resume, from the headers to work experience and education. All you have to do is tweak the suggested text and add a few professional accomplishments to have a resume that’s ready for recruiters.