How to Hire Customer Service Representatives

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By Robert Half October 1, 2019 at 4:30pm

Are you prepared to pay the going customer service representative salary needed to hire for this role?

Customer service excellence is vital to business. As a result, so is your mission of finding and attracting top administrative talent. To do that in a tight hiring market, you’ll need to keep up with industry standards for the role regarding skills, duties, work arrangements and benefits. You also must offer a competitive salary.

So, where should you begin? Consult the 2020 OfficeTeam Salary Guide for direction on starting salaries for customer service roles, from entry-level positions to managers.

Customer service representative salary ranges

Customer service professionals are in demand, according to the Guide. Whether they work in-house or via a third-party call center, they help firms achieve market advantage by building relationships with new and existing customers.

Here are the salary midpoints (or median national salaries) for four different customer service roles cited by the Salary Guide. (At the midpoint, candidates have average experience with the necessary skills to meet the job requirements, and the role may be in an industry where competition for talent is moderate.)

  • Customer service representative: $32,250
  • Call center representative: $33,500
  • Senior customer service representative: $39,250
  • Senior call center representative: $41,500

GET THE SALARY GUIDE

Customer service jobs, duties

In addition to offering a competitive customer service representative salary, you should also review the typical job duties of each position. One of the key reasons is that it will allow you to write or update your job descriptions to make sure they contain the key details of the role. Those job descriptions can be used as the basis of your job postings. The more accurate they are, the greater your chances of attracting the people you want most.

Every company is different, but here are four customer service positions and their typical job duties:

1. Customer service representative

  • Performs data entry
  • Receives and places telephone calls (or if online, receives or offers chat communications)
  • Handles questions, provides information, troubleshoots and resolves issues

2. Senior customer service representative

  • Handles the responsibilities mentioned above
  • Manages database records
  • Acts as resource for customer service escalations to a problem
  • Provides status reports of issues and resolutions
  • May train and/or supervise employees

3. Call center representative

  • For inbound call centers, responds to customer inquiries, processes orders and routes calls to appropriate departments
  • For outbound call centers, calls on businesses and consumers, with or without an existing account, to offer products and services, obtains customer information and produces leads
  • Manages a high volume of calls

4. Senior call center representative

  • Along with the duties of a call center representative, this position must also have a deeper knowledge of accounts, products and services, and more work experience.
  • Proactively communicates with prospective customers and clients
  • Upsells to existing accounts
  • May provide training and/or management of a staff of call center representatives

Job skills required

At minimum, customer service and call center representatives should have a solid understanding of the company’s products and services. They should also be savvy at data entry. But that’s not all. People skills are crucial in this role. Candidates should be great communicators so they can handle customer questions and concerns with a professional demeanor, whether it’s over the phone, in person or online.

Now that you know more about the customer service representative salary trends and have a head-start writing your job posting, you may be ready to start your search for candidates.

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