Customer Service Resume Keywords (2026): 60+ ATS Skills for CSR Jobs
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TL;DR: The top customer service resume keywords for 2026 include Conflict Resolution, CRM Software, De-escalation, CSAT, FCR (First Contact Resolution), and High-Volume Support. Include 15-25 keywords that match the job description.
🚨 Not getting customer service interviews?
Your resume may be missing the exact CSR keywords that recruiters and ATS filters search for.
This guide provides 60+ customer service resume keywords organized by skill type — plus examples and a free scanner tool.
👉 Scan Your Customer Service Resume for Missing Keywords — Free
Table of Contents
- Top 10 Must-Have Customer Service Keywords
- What Are Customer Service Resume Keywords?
- Operational & Support Skills
- Tools & Technology (CRM & Ticketing)
- Metrics & KPIs
- Healthcare Customer Service Keywords
- Call Center Keywords
- Resume Examples: Keywords in Context
- FAQ
- Related Articles
Top 10 Must-Have Customer Service Keywords (2026)
If you want to get hired in 2026, your resume needs these core terms.
| Rank | Keyword | Why It Matters |
|---|---|---|
| 1 | Conflict Resolution | The #1 request. Shows you can handle angry customers without needing a manager. |
| 2 | CRM (Customer Relationship Management) | Proves you are tech-savvy and organized. |
| 3 | First Contact Resolution (FCR) | Efficiency metric. Shows you fix problems the first time. |
| 4 | Customer Satisfaction (CSAT) | The ultimate success metric in support. |
| 5 | De-escalation | Critical for call centers and retail. |
| 6 | Troubleshooting | Shows you can solve technical or logistical problems. |
| 7 | High-Volume | Proves you can work fast under pressure. |
| 8 | Active Listening | Soft skill that ATS systems actually scan for. |
| 9 | Retention | Shows you save the company money by keeping customers. |
| 10 | SLA (Service Level Agreement) | Shows you understand corporate standards and deadlines. |
What Are Customer Service Resume Keywords? (Definition)
Customer service resume keywords are the specific skills, tools, and metrics that ATS systems and recruiters search for when filtering support candidates. These include:
- Hard Skills: Conflict Resolution, Troubleshooting, De-escalation, Issue Resolution
- Tools: Zendesk, Salesforce, Intercom, Freshdesk
- Metrics: CSAT, NPS, FCR, AHT, Ticket Volume
Including these customer service keywords in your Summary, Skills, and Experience sections is the single most effective way to increase your interview rate.
Operational & Support Skills
These define your daily workflow.
| Category | Keywords |
|---|---|
| Communication | Verbal Communication, Written Communication, Active Listening, Empathy, Bilingual, Live Chat Support, Email Etiquette, Phone Etiquette |
| Problem Solving | Troubleshooting, Issue Resolution, De-escalation, Investigation, Account Management, Order Processing, Refunds/Returns, Claims Processing |
| Efficiency | Multi-tasking, Time Management, Prioritization, Data Entry, Typing Speed (WPM), Accuracy, Detail-Oriented |
Tools & Technology (CRM & Ticketing)
List the specific systems you have used.
| Category | Keywords |
|---|---|
| CRM | Salesforce, HubSpot, Zoho CRM, Microsoft Dynamics |
| Ticketing Systems | Zendesk, Freshdesk, Intercom, Jira Service Management, ServiceNow |
| Communication | Slack, Microsoft Teams, Zoom, RingCentral, Avaya (Phone Systems) |
| General | Microsoft Office (Excel, Word), Google Workspace |
Metrics & KPIs
Support is a numbers game. Include these acronyms if you have the data.
| Metric | Full Name |
|---|---|
| CSAT | Customer Satisfaction Score |
| NPS | Net Promoter Score |
| FCR | First Contact Resolution |
| AHT | Average Handle Time |
| Ticket Volume | Number of tickets closed |
| QA Score | Quality Assurance Score |
👉 Want to instantly check your missing keywords? Try the ResumeAdapter free ATS scan — upload your resume + job description and get your missing keywords in seconds.
Healthcare Customer Service Keywords
If you're applying for healthcare customer service roles (insurance, hospitals, clinics), these industry-specific keywords are essential. GSC shows 68 impressions for "keywords for healthcare customer service resume."
| Category | Keywords |
|---|---|
| Medical Knowledge | HIPAA Compliance, Medical Terminology, Insurance Verification, Prior Authorization, Claims Processing |
| Healthcare Systems | Epic, Cerner, Athenahealth, EHR/EMR, Patient Portal, Practice Management |
| Patient Interaction | Patient Scheduling, Appointment Coordination, Referral Management, Patient Advocacy, Empathetic Communication |
| Billing & Insurance | Medical Billing, ICD-10, CPT Codes, Insurance Claims, Benefits Explanation, Eligibility Verification |
Pro Tip: Healthcare customer service roles require HIPAA Compliance knowledge. If you have this certification or training, list it prominently.
Call Center Keywords
For high-volume call center roles, these performance-focused keywords show you can handle the pace.
| Category | Keywords |
|---|---|
| Volume Handling | High-Volume, 100+ Calls/Day, Peak Hours, Queue Management, Inbound/Outbound Calls |
| Systems | Auto Dialer, IVR (Interactive Voice Response), Call Routing, Predictive Dialer, CTI (Computer Telephony Integration) |
| Quality | Call Monitoring, Quality Assurance, Script Adherence, Compliance, Recording Review |
| Performance | Talk Time, Wrap Time, Hold Time, Abandonment Rate, Schedule Adherence |
Resume Examples: Keywords in Context
❌ Weak Bullet Point
"Answered phone calls and helped customers with their problems."
Vague, passive, zero metrics
✅ Strong Bullet Point
"Managed a high-volume of 80+ daily inbound calls, utilizing active listening and de-escalation techniques to resolve billing disputes."
Specific volume, key soft skills, specific problem type
❌ Weak Bullet Point
"Used the computer to track orders."
✅ Strong Bullet Point
"Processed customer orders and returns using Zendesk and Salesforce CRM, maintaining a 98% data accuracy rate."
Specific tools, accuracy metric
❌ Weak Bullet Point
"Customers liked my service."
✅ Strong Bullet Point
"Achieved a top-tier CSAT score of 4.9/5, contributing to a 10% increase in customer retention for the department."
Quantifiable proof of success
FAQ
What is the biggest red flag on a CSR resume?
Lack of numbers. Saying "handled calls" is generic. Saying "Handled 60 calls/day with 95% resolution" proves you can do the job.
Should I put "soft skills" like empathy on my resume?
Yes, but back them up. Instead of "Empathy," write: "Displayed empathy while handling sensitive account cancellations, resulting in a 15% save rate."
I've only worked in retail. Can I apply for remote support jobs?
Absolutely. Retail is customer service. Highlight keywords like Point of Sale (POS), Conflict Resolution, Cash Handling, and Face-to-Face Interaction.
What if I don't know Zendesk?
List any software you do know. You can also take a free online crash course in Zendesk basics to add "Zendesk" to your resume.
Related Articles
- Retail Resume Keywords (2026) — For retail and cashier positions
- Sales Resume Keywords (2025) — For sales professionals
- Administrative Assistant Resume Keywords (2026) — For admin support roles
- Resume Keywords List (By Role) — Complete hub of 50+ role-specific keyword guides
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