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Customer care senior representative skills for your resume and career

Updated January 8, 2025
6 min read
Quoted expert
Sally Hiott B.S. MBA, DBA
Below we've compiled a list of the most critical customer care senior representative skills. We ranked the top skills for customer care senior representatives based on the percentage of resumes they appeared on. For example, 15.5% of customer care senior representative resumes contained data entry as a skill. Continue reading to find out what skills a customer care senior representative needs to be successful in the workplace.

15 customer care senior representative skills for your resume and career

1. Data Entry

Data entry means entering data into a company's system with the help of a keyboard. A person responsible for entering data may also be asked to verify the authenticity of the data being entered. A person doing data entry must pay great attention to tiny details.

Here's how customer care senior representatives use data entry:
  • Performed data entry, managing database records and drafting status reports on customer service issues.
  • Take orders, perform customer account maintenance, handle complaints, basic data entry.

2. Inbound Calls

Here's how customer care senior representatives use inbound calls:
  • Received 80-100 inbound calls daily to help with customer inquiries and to resolve account management issues.
  • Performed troubleshooting of wireless equipment, and processed inbound calls in a fast paced environment.

3. Outbound Calls

An outbound call is made by the call center representative to the customers on behalf of the company. Such calls help increase sales and generate revenue for the organization.

Here's how customer care senior representatives use outbound calls:
  • Serviced inbound and outbound calls following appropriate guidelines.
  • Promoted products and services through making 30-50 outbound calls per day and sent follow-up promotional mail.

4. Customer Inquiries

Here's how customer care senior representatives use customer inquiries:
  • Documented all customer inquiries and comments thoroughly and professionally
  • Provide timely and effective resolutions to customer inquiries.

5. Customer Accounts

Here's how customer care senior representatives use customer accounts:
  • Process customer and animal transaction corrections to customer accounts using various databases and software applications.
  • Researched company systems to locate customer insurance policies to update and maintain customer accounts.

6. Customer Complaints

Here's how customer care senior representatives use customer complaints:
  • Utilized creative customer service skills to develop innovative approaches to resolve customer complaints.
  • Analyzed and resolved non-routine customer complaints in the area of product sales, repairs, and exchanges.

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7. Customer Issues

Here's how customer care senior representatives use customer issues:
  • Remedy customer issues that exceed representative's ability, complex customer issues and difficult customers.
  • Performed troubleshooting on customer issues and maintained confidentiality of customer information.

8. Account Management

The process of strengthening the relationship between a company and client is called account management. Effective account management has two key objectives, one is to retain loyal customers and the second one is to help the company grow by creating connections with new customers.

Here's how customer care senior representatives use account management:
  • Participated in all aspects of account management, call center management, team leadership and conflict resolution.
  • Called upon to aide sensitive clients and account management matters.

9. Billing Issues

Billing issues are the mistakes made by the company resulting in a wrong bill for the customer. An example of a billing issue might be adding what is owed incorrectly or accidentally omitting a service the customer bought. The billing issues are the company's responsibility and are caused by the one who calculates the bill. The customer does not need to pay it, however, the dispute may take some time to resolve.

Here's how customer care senior representatives use billing issues:
  • Aided in or took charge of more complicated situations including escalated customers, complicated billing issues, and advanced handset troubleshooting.
  • Assisted with correspondence responses to customers concerning billing issues, safety during outages, or new programs.

10. Customer Orders

Here's how customer care senior representatives use customer orders:
  • Maintain accurate detailed information regarding customer requests and customer orders by effectively utilizing company designated systems and SAP.
  • Offer personalized client support to ensure timely management of customer orders and continually exceptional customer satisfaction results.

11. Customer Support

Here's how customer care senior representatives use customer support:
  • Managed Off-Site customer support message center system
  • Provide inbound customer support and follow-up for Citibank e-Billing/EIPPS B2B website.

12. Troubleshoot

Troubleshooting is the process of analyzing and fixing any kind of problem in a system or a machine. Troubleshooting is the detailed yet quick search in the system for the main source of an issue and solving it.

Here's how customer care senior representatives use troubleshoot:
  • Discussed cable television equipment operation with customers over the telephone to explain proper equipment usage and to also troubleshoot equipment problems.
  • Responded to inbound customer calls/emails to troubleshoot technical issues, tracked internal and external feedback to make recommendations for product improvements.

13. Customer Service

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Here's how customer care senior representatives use customer service:
  • Initiated contact with prospective customers, responding promptly and diplomatically to their concern, which ensured superior customer service satisfaction.
  • Maintain knowledge of organizational structure, communication, system processes, and marketing strategies to deliver remarkable customer service.

14. Customer Retention

Customer retention is the act of dissuading customers from switching to another product or company or the actions a company takes to encourage customers to stay longer and spend more with the company during their lifetime. It's about increasing the number of repeat customers, increasing the profitability of each existing customer, boosting the company's sales, and also helping to build amazing relationships with customers.

Here's how customer care senior representatives use customer retention:
  • Resolved complaints and provided service recovery for customer retention.
  • Negotiate equipment exchanges Customer retention Educate internal and external customers Usage of multiple computer programs

15. Computer System

Here's how customer care senior representatives use computer system:
  • Learned and utilized phone and computer system efficiently.
  • Maintained order level of 400 per month while transitioning from AS400 to SAP based computer system, thus satisfying customer expectations.
top-skills

What skills help Customer Care Senior Representatives find jobs?

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What customer care senior representative skills would you recommend for someone trying to advance their career?

Sally Hiott B.S. MBA, DBA

Assistant Professor of Marketing, Charleston Southern University

To stay flexible! The workplace is constantly changing and to be a good employee you need to recognize this. Being agreeable to change and willing to take on more than your job description lines you up for larger opportunities when they arise.
Do you want to know more?
Read more about what experts have to say about customer care senior representative

List of customer care senior representative skills to add to your resume

Customer care senior representative skills

The most important skills for a customer care senior representative resume and required skills for a customer care senior representative to have include:

  • Data Entry
  • Inbound Calls
  • Outbound Calls
  • Customer Inquiries
  • Customer Accounts
  • Customer Complaints
  • Customer Issues
  • Account Management
  • Billing Issues
  • Customer Orders
  • Customer Support
  • Troubleshoot
  • Customer Service
  • Customer Retention
  • Computer System
  • Technical Assistance
  • Medicaid
  • Billing Inquires
  • Payment Arrangements
  • Call Handling
  • SR
  • Equipment Issues
  • Customer Loyalty
  • Customer Calls
  • Quality Standards
  • Hippa
  • Problem Resolution
  • Product Knowledge
  • Ccrs
  • Customer Interaction
  • Student Loans
  • SME
  • Technical Issues
  • Quality Customer Service
  • Billing Disputes
  • Floor Support
  • Bank Products
  • QA
  • Credit Card
  • Customer Transactions
  • Customer Disputes
  • ACD
  • Account Issues
  • Call Monitoring

Updated January 8, 2025

Zippia Research Team
Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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