You’re a natural leader—the motivational team member who leads by example to inspire others to new levels of productivity. You’re a problem solver—the one they send escalated customers to, because you know exactly how to listen to their needs, respond with calmness and sensitivity, and resolve issues.
And now you’re ready to take the next step in your career and assume the responsibilities of a Customer Service Manager. But how do you craft a resume that can demonstrate to an employer that you have what it takes to ascend to a management role?
How to Write a Customer Service Manager Resume
Creating or updating a resume is challenging but absolutely doable. Here's what to keep in mind as you get started:
- Select a format: There are three resume formats—chronological, functional, and combination. In most cases, you'll want to opt for a chronological resume, which lists your experience from most recent to oldest. But there are merits to each of the resume formats, so choose the one that works to your advantage.
- Emphasize accomplishments over tasks: As you write descriptions of the jobs you've held in the past, think in terms of what you've accomplished, rather than your day-to-day tasks. For example, maybe what you do each day is "Answer customer complaints over email." Reframed, you might put that bullet point down as "Hit a 98% satisfaction rate in customer surveys following email correspondence."
Look as for opportunities to use power words within your resume and quantify what you do. Numbers are a highly effective way to grab a hiring manager's attention.
- Think in terms of skills: As well as thinking about how to highlight accomplishments, look for opportunities to showcase your customer service skills. Including a skills section can be helpful, but you can also sprinkle them throughout the bullet points describing your experience.
- Keep the style consistent: If the font size for one section header is 12 points, make sure it's the same for every section header. Font and other style choices matter, as does consistency.
What to Include in Your Resume
When you decide to step up into customer service management, your resume needs to go beyond merely listing your related job experience. Rather, it should provide several strong achievements demonstrating your success in customer service operations.
Here's what else you'll need to include on your resume:
Your resume also needs to refer to the qualifications that are listed in the job advertisement to which you are applying. Read through the job listing closely. Write down a list of the main qualifications the role calls for. Then, take the time to match your qualifications to the job when you're creating or updating your resume. It doesn't need to be word-for-word the same.
Pay attention to keywords. Including industry keywords is important because many employers who are seeking new customer service managers utilize automated applicant tracking systems to rank the resumes they receive. Think of this as a filtration system: The only resumes that are forwarded along for review by human hiring managers include the keywords the system searches for. Those that do not will be swiftly eliminated from contention.
The best guides to which keyword phrases an applicant tracking system will be programmed to privilege will be job advertisements for “Customer Service Manager.” Commonly searched customer service skills/keywords will generally be listed under an ad’s “Preferred Qualifications” section; a few examples include phrases like “strong customer service skills,” “active listening,” “consultative sales skills,” “conflict resolution,” “fast-paced environments,” “interpersonal skills,” and “customer care.”
Consider Including an Objective or Summary Section
If making the move to a Customer Service Manager position is a step up from your current work, it can be helpful to make that clear in a summary or objective section. A summary section is typically placed at the top of your resume, directly below your contact information. It offers hiring managers an easy way to get an at-a-glance sense of your experience along with your goals.
This is also a good spot to sneak in a mention of some essential skills.
Also Consider Including a Skills Section
Adding a skills section to your resume can be a helpful way to include keywords. Remember, you can include both technical skills (aka hard skills) and soft skills, such as communication skills and problem-solving abilities, that are important in a customer service manager role.
Customer Service Manager Resume
Here is an example of a resume for a customer service management position. It includes a list of qualifications, skills keywords, work experience, and education. Download the customer service manager resume template (compatible with Google Docs and Word Online) or see below for more examples.
Customer Service Manager Resume (Text Only)
123 Main Street
Anytown, TX 12345
Substantial experience and outstanding skills in customer service with seventeen years of experience, including five in management.
- Accustomed to working in fast-paced environments with the ability to think quickly and successfully handle difficult clients.
- Excellent interpersonal skills, ability to work well with others, in both supervisory and support staff roles.
- Superb analytical and problem-solving skills leveraged to proactively improve customer service processes and garner stellar customer approval scores.
BUSINESS CENTER CONCEPTS, INC., Houston, Texas
INSTALLATION MANAGER (2018 – present)
Oversee the installation of “The Office,” a business center offered by AlphaNet Hospitality Systems, Inc. at hotels across the country. Installation includes assembling a desk, connecting credit card readers to each component, and connecting each unit to the master. Selected Achievement:
- Provided training to hotel staff and management in use of each component (including Word, Excel, and PowerPoint), and ensured all installation contracts were signed.
ADVANCED TECHNOLOGY COMPONENTS, INC., Houston, Texas
SALES MANAGER (2008 – 2018)
Managed dozens of public- and private-sector customers, supplying clients with electronic components for military, defense, and aerospace projects. Coordinated the administration of product orders, understood customer needs and guaranteed delivery of company's commitment.
EDUCATION & CERTIFICATIONS
UNIVERSITY OF NEW MEXICO, Albuquerque, New Mexico
Bachelor of Arts in Business Administration
Certificate: General Communications Electronic Technician (GCT1)