ATS (Applicant Tracking Systems) scan resumes for keywords and formatting cues before sending your application to a hiring manager. For a Customer Service Associate role, this means focusing on clear, keyword-rich content. ATS can’t read scanned documents, images, or complex design elements, so simplicity is key.
Start with standard section titles like "Work Experience" and "Skills." Use keywords from the job description—tools like Zendesk or Salesforce, soft skills like "active listening," and metrics like "reduced call resolution time by 30%"—exactly as they appear in the listing.
Avoid fancy headers, footers, or text boxes. Stick to Arial, Calibri, or Times New Roman. Save your file as a PDF or .docx, not a .pub or .pages. ATS can’t parse these formats reliably. Finally, skip vague phrases like "team player" without context. Instead, say "Collaborated with a 5-person support team to resolve 200+ customer issues weekly."