Customer Service answer questions or requests from customers or the public. They typically provide services by phone, but some also interact with customers face to face, or by email or live chat.
The specific duties of customer service representatives vary by industry. For example, representatives who work in banks may answer customers’ questions about their accounts. Representatives who work for utility and telecommunication companies may help customers with service problems, such as outages. Those who work in retail stores often handle returns, process refunds, and help customers locate items. Some representatives make changes to customers’ accounts, such as updating addresses or canceling orders. Although selling is not their main job, some representatives may help generate sales while providing information about a product or service.
Recruiter & Staffing Needs
Customer Service answer questions or requests from customers or the public. They typically provide services by phone, but some also interact with customers face to face, or by email or live chat.
The specific duties of customer service representatives vary by industry. For example, representatives who work in banks may answer customers’ questions about their accounts. Representatives who work for utility and telecommunication companies may help customers with service problems, such as outages. Those who work in retail stores often handle returns, process refunds, and help customers locate items. Some representatives make changes to customers’ accounts, such as updating addresses or canceling orders. Although selling is not their main job, some representatives may help generate sales while providing information about a product or service.
Recruiter & Staffing Needs
Job Prospects
Job prospects for customer service representatives are expected to be good because of the need to replace workers who leave the occupation.
Employment projections data for customer service representatives, 2016-26
| Occupational Title | SOC Code | Employment, 2016 | Projected Employment, 2026 | Change, 2016-26 | Employment by Industry | |
|---|---|---|---|---|---|---|
| Percent | Numeric | |||||
| Customer Service Representatives | 43-4051 | 2,784,500 | 2,920,800/td> | 5 | 136,300 |  xlsx |
SOURCE: U.S. Bureau of Labor Statistics, Employment Projections program
Employment projections data for customer service representatives, 2016-26
| Occupational Title |
|---|
| Customer Service Representatives |
| SOC Code |
| 43-4051 |
| Employment, 2016 |
| 2,784,500 |
| Projected Employment, 2026 |
| 2,920,800 |
| CHANGE, 2016-26 |
| PERCENT |
| 5 |
| NUMERIC |
| 136,300 |
| EMPLOYMENT BY INDUSTRY |
| xlsx |
SOURCE: U.S. Bureau of Labor Statistics, Employment Projections program
Pay
The median hourly wage for customer service representatives was $15.81 in May 2017. The median wage is the wage at which half the workers in an occupation earned more than that amount and half earned less. The lowest 10 percent earned less than $10.27, and the highest 10 percent earned more than $26.12.
In May 2017, the median hourly wages for customer service representatives in the top industries in which they worked were as follows:
| Wholesale Trade | $18.06 |
|---|---|
| Insurance Carriers and Related Activities | $17.57 |
| Professional, Scientific, and Technical Services | $17.31 |
| Business Support Services | $13.45 |
| Retail Trade | $12.37 |
Although most customer service representatives work full time, about 1 in 5 worked part time in 2016. Customer service representatives often need to work during busy times, such as evenings, weekends, and holidays.
Customer Service Representatives
Median annual wages, May 2017
Note: All Occupations includes all occupations in the U.S. Economy.
Source: U.S. Bureau of Labor Statistics, Occupational Employment Statistics
Job Outlook
Employment of customer service representatives is projected to grow 5 percent from 2016 to 2026, about as fast as the average for all occupations.
Overall employment growth should result from growth in industries that specialize in handling customer service. Specifically, telephone call centers, also known as customer contact centers, are expected to add the most new jobs for customer service representatives. Employment of representatives in these centers is projected to grow 36 percent from 2016 to 2026. Some businesses are increasingly contracting out their customer service operations to telephone call centers because the call centers provide consolidated sales and customer service functions.
Customer Service Representatives
Percent change in employment, projected 2016-26
Note: All Occupations includes all occupations in the U.S. Economy.
Source: U.S. Bureau of Labor Statistics, Occupational Employment Statistics
Run Your First Background Check for Customer Services
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Free Staffing Resources
Top 20 Customer Service Companies
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Professional Recruiter and Staffing Organizations
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National Association of Personnel Services
-
Association of Talent Acquisition Professionals
-
American Association of International Healthcare Recruitment
-
National Association of Executive Recruiters
-
National Association for Health Care Recruitment
-
Recruitment Process Outsourcing Association
-
American Staffing Association
-
Top Echelon Recruiting Network
