How to Make Your Next Bilingual Customer Service Associate Hire

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Last updated at 09-17-2020 10:10:19

Overview

Methodology

More than 3,553 companies advertise 22,471 Bilingual Customer Service Associate jobs on SimplyHired and its partner sites each year. After analyzing job postings and salary information from these companies, as well as direct job seeker feedback, we’ve compiled a list of insights to show you how to attract and hire your next Bilingual Customer Service Associate most efficiently.

Hiring Process

In the past quarter, we’ve seen 6,999 job posts from 1,508 employers in the United States. This is a increase of 45.5% compared to the previous quarter. On average, there are 76 Bilingual Customer Service Associate job seekers for every active Bilingual Customer Service Associate job, which shows that it is a job seeker's market.

Writing a Job Description

In the past quarter, Customer Service Representative, Call Center Representative, Bilingual Customer Service Associate, Receptionist, Administrative Assistant, Bilingual Call Center Representative, Warehouse Worker, Front Desk Agent, Speech Language Pathologist, and Delivery Driver seem to be the most sought after jobs amongst the Bilingual Customer Service Associate candidates in the United States. This differs from the last six quarters, where the most popular titles were: Customer Service Representative, Call Center Representative, Bilingual Customer Service Associate, Receptionist, Administrative Assistant, Front Desk Agent, Bilingual Call Center Representative, Warehouse Worker, Retail Sales Associate, and Data Entry Clerk. If you use one of these currently popular titles in the job description, you'll likely be able to attract a lot more candidates to apply.

For the Bilingual Customer Service Associate candidates who are actively applying to jobs in this same period, we see that 9.9% of the active Bilingual Customer Service Associate candidates have less than 3 years of experience, 19.2% have between 3-5 years of experience, 32.1% have 6-10 years of experience, and 38.8% have over 10 years of experience. The average years of experience has shifted from an estimated 8.0 years to 8.4 years. If you're posting a job in today's market, expect candidates with about the same experience level to apply to your job compared to the last 2 quarters.

In the previous quarter, the most popular skills that employers are looking for include bilingualism, customer service, Spanish, English, communication skills, multilingualism, computer skills, Microsoft Office, Microsoft Excel, and sales. Demand for writing skills, mandarin, korean, data entry, computer literacy, typing, Microsoft Office, organizational skills, analysis skills, and Microsoft Excel has significantly increased. If you are looking for a Bilingual Customer Service Associate with a similar skill set, be sure to follow industry best practices in skill requirements.

Job posts with salary information received about 1.3 as many applies as those without it. In the past quarter, less than 47.3% of the job posts displayed salary information. By adding salary information to your job posting, you could potentially increase the number of applicants by approximately 30.0%.

Example Bilingual Customer Service Associate responsibilities

  • Providing information to customers via telephone, email, or face-to-face; answering questions posed, resolving problems, and addressing complaints
  • Helping to troubleshoot or locate missing products
  • Suggesting product features or advantages that might prove useful to customers while also listening to their unique needs and concerns
  • Resolving billing issues or difficulty with customer service
  • Consistently following confidentiality policies and ensuring privacy of personal information

Recruiting

Active Recruiting

When reaching out to candidates, it’s best to understand where to look. We’ve identified hiring trends in states as well as companies regularly hiring for Bilingual Customer Service Associate positions. This should provide a good place to start looking for qualified candidates. According to our data in the last quarter: Texas, California, Florida, Arizona, and New York are the states that have the highest demand for Bilingual Customer Service Associates. Texas, Florida, California, Arizona, and New York are where most job seekers are searching for Bilingual Customer Service Associate jobs. If we look at the Bilingual Customer Service Associate to job ratio, Nevada, Indiana, Maine, Iowa, and Arkansas have the lowest number of Bilingual Customer Service Associate applicants per job. New Hampshire, Delaware, West Virginia, Florida, and Alabama have the most active Bilingual Customer Service Associate job seekers per job.

Passive Recruiting

While actively recruiting candidates for your role, you should also post your job to SimplyHired. By posting for free and paying only for the qualified applicants you want, your post will automatically go to a network of job boards to reach millions of qualified candidates. With SimplyHired, it doesn’t end with the post. You can track your applicants throughout the hiring process with our simple and easy to use Applicant Tracking System (ATS).

Review Candidates

In the last quarter, we estimate there are 532,661 job seekers interested in Bilingual Customer Service Associate opportunities in the United States. That’s a 4.1% increase compared to the previous quarter with 511,437 active job seekers. Around 9.9% of the active Bilingual Customer Service Associate candidates have less than 3 years of experience, over 19.2% have between 3-5 years of experience, 32.1% have 6-10 years of experience, and 38.8% have over 10 years of experience. The average experience level of the available Bilingual Customer Service Associate candidates is 8.4 years. Active candidates in the Bilingual Customer Service Associate profession most commonly have high school diplomas, followed by bachelor's degrees, associate's degrees, and master's degrees. When setting education requirements for your position, aligning with the industry standard makes it easier to find potential candidates. Application rates indicate that Bilingual Customer Service Associate candidates are likely experiencing a market in which applicants have less negotiating power. From an employer perspective, you'll have a greater selection of candidates to choose from and may want to invest in automated screening tools.

Interviewing Candidates

Interview Process

*Self-reported data collected from 1,991 Bilingual Customer Service Associates from 1/1/2020 to 6/30/2020, via online employer reviews for companies including Teleperformance, Maximus, TTEC, AT&T, Alorica, Sykes Enterprises, Incorporated, Telvista, Concentrix, Faneuil, and UnitedHealth Group.

After analyzing post-interview data from Bilingual Customer Service Associate candidates in the last 6 months, we see more than 43.5% of the candidates self-reported being hired within 1 to 2 days. Around 85.4% of the candidates for this job reported being hired within 2 weeks. If your process takes longer than 2 weeks in the recent market, you'll likely lose these candidates to other employers. Most of the Bilingual Customer Service Associate candidates are expecting a on-site interview, phone call/screening, written test, and background check. Most employers do not require a group interview, drug test, or presentation. If you are trying to hire your next Bilingual Customer Service Associate quickly, consider simplifying and streamlining the hiring process. As for the interview experience, more than 68.7% of the candidates had a good or great interview experience, and more than 41% of the candidates thought that the interview leaned more towards easy.

Example Interview Questions

  • Do you prefer to work in a corporate office or at home?
  • What is your availability?
  • Could you please tell us about yourself?
  • You are customer service associate for phones/chat line at greetings card company. You are dealing with a customer who can’t find a particular card. How do you handle this situation?
  • How many people do you know in the greeting cards industry?

Final Review and Offer

Reference Check

Checking references is a quick and easy way to check for any red flags that didn’t arise to this point in the hiring process. Great insights can be provided by former colleagues and employers.

Crafting an Offer: Salary and Benefits

The average Bilingual Customer Service Associate salary offered by employers increased for 2 out of 6 consecutive quarters in the United States. In the last quarter, we see a increase of 18% from $31,826.48 to $37,665.17 compared to the quarter before, which is the biggest increase in the past 6 quarters. For Bilingual Customer Service Associate positions, the most common benefits job seekers reported being offered by employers include: healthcare insurance by 78.2%, dental insurance by 73.3%, paid time off by 73.3%, a 401k plan by 69.3%, vision insurance by 66.3%, discounts by 40.6%, and stock options/grants by 18.8%. While still relatively rare, more and more employers now offer flexibility benefits, including mostly remote, sabbaticals, flexible working hours, somewhat remote, paternity leave, maternity leave, fully remote, and location variety, to attract and retain Bilingual Customer Service Associate candidates to their organization.

Background Check and Drug Test

According to self-reported job seeker feedback, 32.8% of the employers conducted a background check, and 26.4% of the employers conducted a drug test prior to the hiring of their Bilingual Customer Service Associate candidates.

Onboarding

When you’re ready to hire a Bilingual Customer Service Associate, SimplyHired is here to help with your next steps. Our Human Resources Information System (HRIS) provides onboarding tools and other essential HR tools. From document signing to time off tracking, our HRIS will help you seamlessly move a Bilingual Customer Service Associate candidate through the hiring and onboarding process.

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