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Senior customer service representative skills for your resume and career

Updated January 8, 2025
6 min read
Senior customer service representative example skills
Below we've compiled a list of the most critical senior customer service representative skills. We ranked the top skills for senior customer service representatives based on the percentage of resumes they appeared on. For example, 5.6% of senior customer service representative resumes contained outbound calls as a skill. Continue reading to find out what skills a senior customer service representative needs to be successful in the workplace.

15 senior customer service representative skills for your resume and career

1. 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 senior customer service representatives use outbound calls:
  • Assisted 60-70 inbound/outbound calls daily within a telecommunications call center environment assisting customers with concerns/inquiries relating to their cellular/internet service.
  • Handle all inbound/outbound calls assisting customers with inquiries regarding home improvements.

2. Windows

Windows is a chain of operating systems that controls a computer and is developed by Microsoft. Every version of Windows consists of GUI (graphical user interface), with a desktop that allows the user to open their files.

Here's how senior customer service representatives use windows:
  • Navigate multiple Windows and Rumba based programs to research and resolve customer complaints regarding contractual reimbursement for services provided.
  • Skilled in locating and interpreting complex information from approximately 10+ computer applications residing in a Windows environment.

3. Customer Inquiries

Here's how senior customer service representatives use customer inquiries:
  • Answered customer inquiries regarding product availability/estimated delivery.
  • Tasked with managing complex customer inquiries, utilizing strong collaboration skills to effectively communicate with all necessary parties for prompt resolution.

4. Product Knowledge

Product knowledge is the skill of having better information and knowledge about the product you are selling. Product knowledge is essential for the employees of the companies so they can communicate and inform the customers about the product. Having great product knowledge is essential for a better sales pitch and to give the customer a better and complete idea of the product that will influence him to buy the product eventually.

Here's how senior customer service representatives use product knowledge:
  • Utilized product knowledge; selling strategies/techniques and problem solving skills to successfully overcome Customer concerns and/ or objections.
  • Deliver an exceptional hospitality experience by interacting with all guests and clearly communicating product knowledge and information.

5. Quality Standards

Quality standards are a specific level of standards of products that are set by the companies for the customers that have to be met and maintained throughout the process until the time of delivery. Quality standards are information that includes the customer's requirements, guidelines, and characteristics for the needed final product or service.

Here's how senior customer service representatives use quality standards:
  • Resolved customer complaints and ensured responses to inquiries were completed timely and according to established service and quality standards.
  • Collaborated in developing a comprehensive error reduction plan that surpassed quality standards and customer satisfaction expectations.

6. Customer Satisfaction

Here's how senior customer service representatives use customer satisfaction:
  • Facilitated customer satisfaction through immediate resolution
  • Promoted to leadership position for navigating market trends, competition and customer requirements and achieving an outstanding record of customer satisfaction.

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7. Computer System

Here's how senior customer service representatives use computer system:
  • Trained and developed staff on computer system and operations procedures, coordinated office schedule and generated management and financial reports.
  • Trained incoming Customer Service Representatives on balancing procedures and the computer systems in order to maximize closure ratios.

8. Customer Accounts

Here's how senior customer service representatives use customer accounts:
  • Answered and directed telephone queries on customer accounts and product information interaction with government and non-profit agencies to ensure customer assistance.
  • Reviewed customer account information, consistently and accurately input data regarding customer accounts, history, service, and billing.

9. Problem Resolution

A problem resolution refers to how a person identifies the problem, determining its cause, creating a reasonable solution, and implementing a conclusion. With the help of a client specialist, it is easier to handle such a situation. Problem resolution plays a vital role in helping resolve problems efficiently and effectively.

Here's how senior customer service representatives use problem resolution:
  • Ensured Customer problems were handled appropriately, and when appropriate, coached Customer Service Representatives to reach a successful problem resolution.
  • Provide thorough support and problem resolution for Teachers, Principals, Superintendents, and College Professors regarding educational materials.

10. Inbound Customer Calls

Here's how senior customer service representatives use inbound customer calls:
  • Provide exceptional customer service by responding promptly to all inbound customer calls regarding personal lines policies.
  • Answered inbound customer calls requesting registration and cancellations for computer classes and online computer training.

11. Customer Complaints

Here's how senior customer service representatives use customer complaints:
  • Utilized standard logistics policies and procedures to manage on-time delivery by tracking transportation performance by carrier scorecards and documenting customer complaints.
  • Worked closely with Utilization Management, Claims Department and Provider Relations to expedite resolutions for denied claims and customer complaints.

12. Customer Relationships

Customer relationships are the interactions and efforts made by a company to improve its customer service. Customer relationships cover not just all of the essential roles performed by customer support, but also the initiatives made before and after the interaction with a customer.

Here's how senior customer service representatives use customer relationships:
  • Deepened customer relationships through excellent customer service- turned customer concerns into cross selling opportunities after initial needs were met.
  • Maximize revenue by proactively building and managing key customer relationships by evaluating the eligibility and coordination of benefits.

13. Bank Products

Those products which a bank offers to its customers are called bank products. There a variety of services that a bank offers to attract customers. Some of the banking products/ services are: giving loans, overdrafts, check payments, exchange of foreign currency, consultancy services credit, debit and ATM cards, home and online banking.

Here's how senior customer service representatives use bank products:
  • Maintained an above-average sales and referral goals by actively cross-selling and referring clients for additional fee-based bank products.
  • Supervised implementation of marketing projects to promote bank products and encourage cross-selling opportunities.

14. Order Entry

Order Entry is the term used to describe and refer to the process of and steps necessary in order to log a customer's order in a company's or organization's order filing systems.

Here's how senior customer service representatives use order entry:
  • Developed a high proficiency in order entry processes with special requirements and demonstrated ability to creatively develop solutions.
  • Managed inventory and tracked all shipments from order entry to deliver and coordinated all paperwork necessary for auditing.

15. Customer Support

Here's how senior customer service representatives use customer support:
  • Provided customer support for service center manager as well as eight regional & international executive sales representatives.
  • Promoted to Senior Customer Support Specialist after consistently performing at a high level in monthly statistical grades.
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List of senior customer service representative skills to add to your resume

Senior customer service representative skills

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

  • Outbound Calls
  • Windows
  • Customer Inquiries
  • Product Knowledge
  • Quality Standards
  • Customer Satisfaction
  • Computer System
  • Customer Accounts
  • Problem Resolution
  • Inbound Customer Calls
  • Customer Complaints
  • Customer Relationships
  • Bank Products
  • Order Entry
  • Customer Support
  • Customer Issues
  • Customer Orders
  • Customer Problems
  • Troubleshoot
  • Credit Card
  • Customer Transactions
  • Loan Payments
  • Telephone Calls
  • Billing Issues
  • Sales Reps
  • Medicare
  • PowerPoint
  • Customer Interaction
  • Quality Customer Service
  • Billing Inquiries
  • Call Handling
  • Branch Management
  • Account Maintenance
  • ATM
  • Loan Applications
  • Medicaid
  • HIPAA
  • Telephone Inquiries
  • Payment Arrangements
  • Order Processing
  • CSRs
  • Technical Issues
  • Customer Service
  • Customer Retention
  • Technical Troubleshooting
  • Develop Rapport
  • Delinquent Accounts
  • Customer Loyalty
  • Management System

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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