How to Make Your Next Customer Service Technician 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 09-18-2020 10:23:51

Overview

Methodology

More than 1,014 companies advertise 7,493 Customer Service Technician 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 Technician most efficiently.

Hiring Process

In the past quarter, we’ve seen 2,124 job posts from 428 employers in the United States. This is a decrease of 2.3% compared to the previous quarter. On average, there are 199 Customer Service Technician job seekers for every active Customer Service Technician job, which shows that it is an employer's market.

Writing a Job Description

In the past quarter, Customer Service Representative, Call Center Representative, Delivery Driver, Warehouse Worker, Receptionist, Administrative Assistant, Technician, Retail Sales Associate, Sales Representative, and It Support seem to be the most sought after jobs amongst the Customer Service Technician 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, Delivery Driver, Warehouse Worker, Retail Sales Associate, Front Desk Agent, It Support, and Technician. 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 Technician candidates who are actively applying to jobs in this same period, we see that 6.7% of the active Customer Service Technician candidates have less than 3 years of experience, 13.5% have between 3-5 years of experience, 27.1% have 6-10 years of experience, and 52.7% have over 10 years of experience. The average years of experience has shifted from an estimated 11.7 years to 9.5 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, employment & labor law, customer service, communication skills, Microsoft Office, operating systems, English, computer skills, mobile devices, and retail sales. Demand for English, computer skills, Microsoft Office, Spanish, multilingualism, bilingualism, employment & labor law, customer service, communication skills, and windows has significantly increased. If you are looking for a Customer Service Technician with a similar skill set, be sure to follow industry best practices in skill requirements.

Job posts with salary information received about 2.6 as many applies as those without it. In the past quarter, less than 28.5% 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 160.0%.

Example Customer Service Technician responsibilities

  • Provide an accurate and comprehensive assessment of each customer's situation
  • Identify ways to resolve the customers' concerns
  • Apply newly acquired knowledge on the job
  • Maintain positive customer relations

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 Technician positions. This should provide a good place to start looking for qualified candidates. According to our data in the last quarter: Texas, California, Florida, Pennsylvania, and Virginia are the states that have the highest demand for Customer Service Technicians. Texas, California, Florida, Virginia, and Pennsylvania are where most job seekers are searching for Customer Service Technician jobs. If we look at the Customer Service Technician to job ratio, Indiana, Minnesota, Alaska, Kentucky, and North Dakota have the lowest number of Customer Service Technician applicants per job. Delaware, Mississippi, Texas, Georgia, and New Hampshire have the most active Customer Service Technician 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 422,037 job seekers interested in Customer Service Technician opportunities in the United States. That’s a 105.3% increase compared to the previous quarter with 205,559 active job seekers. Around 6.7% of the active Customer Service Technician candidates have less than 3 years of experience, over 13.5% have between 3-5 years of experience, 27.1% have 6-10 years of experience, and 52.7% have over 10 years of experience. The average experience level of the available Customer Service Technician candidates is 9.5 years. Active candidates in the Customer Service Technician 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 Technician 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 1,042 Customer Service Technicians from 1/1/2020 to 6/30/2020, via online employer reviews for companies including AT&T, Windstream Communications, Walgreens, Asurion, Agiliti, Spectrum, Conduent, Alorica, Verizon, and BioTelemetry.

After analyzing post-interview data from Customer Service Technician candidates in the last 6 months, we see more than 42.0% of the candidates self-reported being hired within 1 to 2 days. Around 79.9% 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 Service Technician candidates are expecting a on-site interview, phone call/screening, background check, and drug test. Most employers do not require a written test or group interview. If you are trying to hire your next Customer Service Technician quickly, consider simplifying and streamlining the hiring process. As for the interview experience, more than 67.0% of the candidates had a good or great interview experience, and more than 40% of the candidates thought that the interview leaned more towards easy.

Example Interview Questions

  • Why does the company need your skills?
  • What are some of your strengths?
  • Do you have any weaknesses that I should know about?
  • Are you willing to travel? If so, approximately what do you expect mileage-wise per year?
  • Would you be willing to work a rotating schedule (ie: weekends and holidays)?

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 Technician 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 14% from $40,977.77 to $46,909.17 compared to the quarter before, which is the biggest increase in the past 6 quarters. For Customer Service Technician positions, the most common benefits job seekers reported being offered by employers include: healthcare insurance by 77.5%, paid time off by 73.0%, a 401k plan by 64.0%, dental insurance by 61.8%, vision insurance by 60.7%, discounts by 38.2%, and stock options/grants by 27.0%. While still relatively rare, more and more employers now offer flexibility benefits, including location variety, flexible working hours, somewhat remote, maternity leave, paternity leave, mostly remote, fully remote, and sabbaticals, to attract and retain Customer Service Technician candidates to their organization.

Background Check and Drug Test

According to self-reported job seeker feedback, 48.9% of the employers conducted a background check, and 38.4% of the employers conducted a drug test prior to the hiring of their Customer Service Technician candidates.

Onboarding

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

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