Customer Service Resume: No “Responsibilities”

If you have the word “responsibilities” on your resume, here’s why you shouldn’t:

Your job opportunity may be given to someone else because you haven’t shown how you will make a difference if given the position. By repeating this word, you are simply repeating an entry in the job description, telling the reader what you were assigned to do, and you still have not indicated how well you did it.

You should instead indicate action verbs and statistical or numerical data to show how well you performed. See below for a bad example and a good example:

Customer Service Job Description:
Responsibilities include:

Take all inbound sales calls
Respond to customer’s inquiries at all levels
Responsible for all Data Entry for our Call Center and NOK Program
Identifies prospects by reading directories and other prepared listings…

Resume entry – Don’t:

Harper’s Business Solutions            Clayton, NC                Oct 2013 – June 2017

Responsible for taking inbound calls, including customer inquiries. Identified prospects via online and hard copy directory…

Resume entry – Do:

Harper’s Business Solutions            Clayton, NC                Oct 2013 – June 2017

Promoted to back-end supervisor due to receiving 95% customer service satisfaction surveys. Answered 65 calls/day, utilized Customer Awareness Training…

OK. I realize that getting 95% customer satisfaction surveys may be a bit unrealistic for you; and the customer service training I mentioned was made up, but my point is that you have to tell how you made a difference in the position, don’t just repeat job duties.

If you have written the word, “responsible” or “responsibilities,” on your resume, replace that word with detailed data. Even if you answered 45 calls per day, but everyone else answered 35, you are on top of your game! Do the math, then enter your percentages on your resume. Another example: Received Excellent Customer Service Award 3 times.

Get your resume ready, because NCWorks Career Center – Guilford County, will be hosting a job fair for customer service representatives only.



For assistance with your resume, attend Employability Sessions, each Wednesday on July 19th and 26th, at 2301 W. Meadowview Road, Greensboro, NC 27407. Time: 9-12 pm. NCWorks Online Registration is required to attend. Register at:

This event is free to attend.

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