How to Make Your Next Customer Care Specialist Hire

Get data-driven information to help guide you through the hiring process. Then, when you’re ready, post your job to SimplyHired and reach top candidates from all across the web.

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Last updated at 09-16-2020 18:05:06

Overview

Methodology

More than 3,002 companies advertise 13,318 Customer Care Specialist 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 Customer Care Specialist most efficiently.

Hiring Process

In the past quarter, we’ve seen 4,664 job posts from 1,294 employers in the United States. This is a increase of 46.5% compared to the previous quarter. On average, there are 198 Customer Care Specialist job seekers for every active Customer Care Specialist job, which shows that it is an employer's market.

Writing a Job Description

In the past quarter, Customer Service Representative, Call Center Representative, Receptionist, Administrative Assistant, Front Desk Agent, Delivery Driver, Warehouse Worker, Customer Support Representative, Data Entry Clerk, and Sales Representative seem to be the most sought after jobs amongst the Customer Care Specialist candidates in the United States. This differs from the last six quarters, where the most popular titles were: Customer Service Representative, Call Center Representative, Administrative Assistant, Receptionist, Front Desk Agent, Retail Sales Associate, Customer Support Representative, Data Entry Clerk, Delivery Driver, and Office Assistant. 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 Customer Care Specialist candidates who are actively applying to jobs in this same period, we see that 7.7% of the active Customer Care Specialist candidates have less than 3 years of experience, 15.8% have between 3-5 years of experience, 30.2% have 6-10 years of experience, and 46.3% have over 10 years of experience. The average years of experience has shifted from an estimated 9.0 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 customer service, communication skills, cash handling, cashiering, Microsoft Excel, computer skills, Microsoft Office, Microsoft Word, Microsoft Outlook, and typing. Demand for Spanish, windows, Microsoft Powerpoint, Microsoft Excel, bilingualism, multilingualism, English, Microsoft Office, computer skills, and Microsoft Word has significantly increased. If you are looking for a Customer Care Specialist with a similar skill set, be sure to follow industry best practices in skill requirements.

Job posts with salary information received about 1.5 as many applies as those without it. In the past quarter, less than 27.7% 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 50.0%.

Example Customer Care Specialist responsibilities

  • Taking calls and responding to emails from customers and clients
  • Analyzing queries, generating reports and presenting recommendations
  • Monitoring sales processes, helping clients troubleshoot problems and solve issues
  • Performing web research and writing content for websites
  • Stocking shelves, processing returns, building displays and maintaining the store (or restaurant) layout

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 Customer Care Specialist positions. This should provide a good place to start looking for qualified candidates. According to our data in the last quarter: Texas, Florida, California, Ohio, and Georgia are the states that have the highest demand for Customer Care Specialists. Texas, Florida, California, Ohio, and Georgia are where most job seekers are searching for Customer Care Specialist jobs. If we look at the Customer Care Specialist to job ratio, Utah, Rhode Island, Alaska, Montana, and New Hampshire have the lowest number of Customer Care Specialist applicants per job. Hawaii, Mississippi, Alabama, Pennsylvania, and Georgia have the most active Customer Care Specialist 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 924,297 job seekers interested in Customer Care Specialist opportunities in the United States. That’s a 34.6% increase compared to the previous quarter with 686,547 active job seekers. Around 7.7% of the active Customer Care Specialist candidates have less than 3 years of experience, over 15.8% have between 3-5 years of experience, 30.2% have 6-10 years of experience, and 46.3% have over 10 years of experience. The average experience level of the available Customer Care Specialist candidates is 8.4 years. Active candidates in the Customer Care Specialist 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 Customer Care Specialist 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 6,010 Customer Care Specialists from 1/1/2020 to 6/30/2020, via online employer reviews for companies including Teleperformance, American Express, Conduent, Assurant, Concentrix, Tech Mahindra, Navient, Humana, Truist Financial, and Alorica.

After analyzing post-interview data from Customer Care Specialist candidates in the last 6 months, we see more than 49.0% of the candidates self-reported being hired within 1 to 2 days. Around 87.9% 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 Customer Care Specialist candidates are expecting a on-site interview, phone call/screening, written test, and group interview. Most employers do not require a problem solving exercises or presentation. If you are trying to hire your next Customer Care Specialist quickly, consider simplifying and streamlining the hiring process. As for the interview experience, more than 66.5% of the candidates had a good or great interview experience, and more than 37% of the candidates thought that the interview leaned more towards easy.

Example Interview Questions

  • Why do you think you are a good fit for this job?
  • What would be your first project if you were hired for this position?
  • How have you used your skills to create change in your career?
  • What are some things you've done to develop your skills?
  • What is the greatest challenge facing Customer Care Specialists in today's business world?

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 Customer Care Specialist salary offered by employers increased for 3 out of 6 consecutive quarters in the United States. In the last quarter, we see a decrease of 5% from $46,687.86 to $44,394.37 compared to the quarter before, which is the biggest decrease in the past 6 quarters. For Customer Care Specialist positions, the most common benefits job seekers reported being offered by employers include: paid time off by 70.8%, healthcare insurance by 67.8%, dental insurance by 61.5%, a 401k plan by 58.1%, vision insurance by 58.1%, discounts by 48.8%, and stock options/grants by 20.3%. While still relatively rare, more and more employers now offer flexibility benefits, including maternity leave, location variety, paternity leave, sabbaticals, somewhat remote, flexible working hours, mostly remote, and fully remote, to attract and retain Customer Care Specialist candidates to their organization.

Background Check and Drug Test

According to self-reported job seeker feedback, 24.7% of the employers conducted a background check, and 11.9% of the employers conducted a drug test prior to the hiring of their Customer Care Specialist candidates.

Onboarding

When you’re ready to hire a Customer Care Specialist, 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 Customer Care Specialist candidate through the hiring and onboarding process.

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