A customer service representative resume has to do in seconds what you do all day on the job: make a fast, positive impression and solve the reader's problem. " They are looking for proof you can hold a CSAT score, clear a queue, and de-escalate an angry caller without losing the account.
Customer service representative with 5+ years in high-volume phone, chat, and email support. Maintained a 96% CSAT score while handling 60+ tickets per day, and lifted first-contact resolution from 71% to 88% by building a shared response library. Calm under pressure, fluent in Zendesk and Salesforce, and known for de-escalating tough calls into retained accounts.
The strongest CSR resumes lead with numbers: tickets handled per day, first-contact resolution rate, average handle time, and the satisfaction scores that prove customers walked away happy. Because most support teams screen applications through an applicant tracking system before a person ever reads them, the exact tools and terms in the job posting matter as much as the work itself.
If the role names Zendesk, a CRM, live chat, or a specific SLA, those words need to appear in your resume so the parser can match you. This page gives you a complete, recruiter-tested customer service representative resume example you can read top to bottom, plus a section-by-section guide to writing your own, whether you are moving up from retail, returning to the workforce, or stepping into your first call-center role.
Use the example as a template, swap in your own quantified wins, and mirror the keywords from the job you are targeting.
Skip "friendly people-person who loves helping customers." Every applicant says that. Lead your summary with your level, years, and the single most convincing metric you own: a CSAT score, a resolution rate, or ticket volume. "Held a 96% CSAT across 60+ tickets a day" tells a hiring manager in one line that you can do the job at scale.
"Answered customer calls" describes a chair, not a contributor. Rewrite each bullet as action + what you handled + the result: "De-escalated billing disputes that retained $210K in annual revenue." Lean on the metrics support teams actually track: CSAT, first-contact resolution, average handle time, ticket volume, SLA attainment, and retention.
Support roles run on specific platforms, and the ATS is matching for them. If the posting says Zendesk, Salesforce, Intercom, or Freshdesk, list the ones you have used by name rather than writing "helpdesk software." Same with channels: spell out phone, live chat, and email support so both the parser and the reader see your range.
Anyone can take an easy call. Hiring managers worry about the angry, confused, or churning customer. Dedicate at least one bullet to de-escalation, conflict resolution, or saving an account, and quantify it with cancellations prevented, revenue retained, or escalation rate reduced. That is the difference between an order-taker and a representative.
A call-center role and a SaaS chat-support role reward different things. Keep a master resume, then reorder your bullets and skills so the channel and tools the posting emphasizes sit at the top. If the job is chat-first, your live-chat volume and typing-accuracy wins belong in your opening lines, not buried at the bottom.
Mirror the exact terms from your target job description. The ATS matches strings, so the words in the posting belong in your resume.
Per year. Source: U.S. Bureau of Labor Statistics – Customer Service Representatives (OOH)
How long should a customer service representative resume be?
One page is right for nearly every CSR, including those with 10+ years across multiple support roles. Hiring managers skim quickly and value a tight, scannable resume that leads with metrics. Use a second page only if you have genuinely relevant supervisory or specialized experience that won't fit, and never pad it with filler duties.
What metrics should I put on a customer service resume?
The ones support teams actually measure: CSAT or customer satisfaction score, first-contact resolution rate, average handle time, tickets or calls handled per day, SLA attainment, and retention or churn impact. Even rough figures from memory beat vague phrases like "handled a high volume of calls." Numbers prove you can do the job at the pace the team needs.
How do I write a customer service resume with no experience?
Pull transferable wins from retail, food service, volunteering, or school. Cashiering, handling complaints, hitting sales or upsell targets, and training coworkers all map directly to CSR skills. Quantify what you can, such as customers served per shift, a register accuracy rate, or a satisfaction or mystery-shopper score, and mirror the tools and channels the posting names.
Should I list the support tools I've used?
Yes, by name. Zendesk, Salesforce, Intercom, Freshdesk, and the specific CRM or ticketing system you know are exactly what the ATS scans for and what hiring managers want to see. Listing concrete platforms instead of "helpdesk software" signals you can ramp fast and matches the keywords in the job description.
How do I get past the ATS as a customer service representative?
Mirror the exact wording from the job posting in your summary, bullets, and skills. That means the platform names, channels (phone, live chat, email), and metrics like CSAT and first-contact resolution. Use a clean single-column layout, save as a PDF unless told otherwise, and avoid tables, columns, and graphics that resume parsers frequently scramble.
