How to Make Your Next Customer Service Representative 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 09-14-2020 13:22:45

Overview

Methodology

More than 85,688 companies advertise 980,762 Customer Service Representative 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 Service Representative most efficiently.

Hiring Process

In the past quarter, we’ve seen 270,780 job posts from 38,002 employers in the United States. This is a increase of 0.3% compared to the previous quarter. On average, there are 58 Customer Service Representative job seekers for every active Customer Service Representative 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, Receptionist, Administrative Assistant, Warehouse Worker, Retail Sales Associate, Delivery Driver, Front Desk Agent, Sales Associate, and Sales Representative seem to be the most sought after jobs amongst the Customer Service Representative candidates in the United States. This is pretty consistent compared to the same data in the last 6 quarters. 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 Service Representative candidates who are actively applying to jobs in this same period, we see that 16.2% of the active Customer Service Representative candidates have less than 3 years of experience, 20.8% have between 3-5 years of experience, 28.1% have 6-10 years of experience, and 34.9% have over 10 years of experience. The average years of experience has shifted from an estimated 7.8 years to 7.7 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, English, sales, organizational skills, restaurant experience, computer skills, hotel experience, cashiering, and Microsoft Office. Demand for customer support, dme, sanitation, as400, documentation review, detailing, car wash, automotive service, workers' compensation law, and software troubleshooting has significantly increased. If you are looking for a Customer Service Representative with a similar skill set, be sure to follow industry best practices in skill requirements.

Job posts with salary information received about 1.7 as many applies as those without it. In the past quarter, less than 29.4% 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 70.0%.

Example Customer Service Representative responsibilities

  • Answer calls, greet callers and respond to complaints and requests for service
  • Update customer information
  • Provide updates or changes to account information to clients and assist them in completing new accounts
  • Explain products or a company's policies by reading from scripts
  • Prepare bank deposits or complete banking transactions

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 Service Representative positions. This should provide a good place to start looking for qualified candidates. According to our data in the last quarter: Texas, California, Florida, New York, and Georgia are the states that have the highest demand for Customer Service Representatives. Texas, Florida, California, Georgia, and New York are where most job seekers are searching for Customer Service Representative jobs. If we look at the Customer Service Representative to job ratio, Rhode Island, Idaho, Michigan, Minnesota, and New Hampshire have the lowest number of Customer Service Representative applicants per job. West Virginia, Nevada, Mississippi, Georgia, and Arkansas have the most active Customer Service Representative 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 15,382,639 job seekers interested in Customer Service Representative opportunities in the United States. That’s a 24.2% increase compared to the previous quarter with 12,607,374 active job seekers. Around 16.2% of the active Customer Service Representative candidates have less than 3 years of experience, over 20.8% have between 3-5 years of experience, 28.1% have 6-10 years of experience, and 34.9% have over 10 years of experience. The average experience level of the available Customer Service Representative candidates is 7.7 years. Active candidates in the Customer Service Representative profession most commonly have high school diplomas, followed by associate's degrees, bachelor'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 Service Representative 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 265,244 Customer Service Representatives from 1/1/2020 to 6/30/2020, via online employer reviews for companies including Walmart, Lowe's, Alorica, Teleperformance, Walgreens, Circle K, Domino's, The Home Depot, Concentrix, and Amazon.com.

After analyzing post-interview data from Customer Service Representative candidates in the last 6 months, we see more than 47.2% of the candidates self-reported being hired within 1 to 2 days. Around 88.6% 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 Service Representative candidates are expecting a on-site interview, phone call/screening, background check, and problem solving exercises. Most employers do not require a group interview, drug test, or presentation. If you are trying to hire your next Customer Service Representative quickly, consider simplifying and streamlining the hiring process. As for the interview experience, more than 68.4% of the candidates had a good or great interview experience, and more than 45% of the candidates thought that the interview leaned more towards easy.

Example Interview Questions

  • What is your greatest strength?
  • What is your greatest weakness?
  • What do you look for in a company when considering career opportunities?
  • What are your goals in the next two years?
  • What distinguishes you from other candidates for this position?

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 Service Representative 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 13% from $32,888.51 to $37,058.7 compared to the quarter before, which is the biggest increase in the past 6 quarters. For Customer Service Representative positions, the most common benefits job seekers reported being offered by employers include: healthcare insurance by 65.8%, paid time off by 63.5%, dental insurance by 58.7%, vision insurance by 53.5%, a 401k plan by 51.5%, discounts by 46.0%, and stock options/grants by 12.7%. While still relatively rare, more and more employers now offer flexibility benefits, including location variety, fully remote, maternity leave, flexible working hours, somewhat remote, sabbaticals, mostly remote, and paternity leave, to attract and retain Customer Service Representative candidates to their organization.

Background Check and Drug Test

According to self-reported job seeker feedback, 31.0% of the employers conducted a background check, and 16.2% of the employers conducted a drug test prior to the hiring of their Customer Service Representative candidates.

Onboarding

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

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