Home » Career Advice » Tips & Advice » When it Comes to Customer Service Jobs, a Nifty Title Can Really Pay Off
Customer service job titles are changing, and the one you end up with in your next customer service role could significantly affect how much you get paid, even if the skill requirements are the same.
Most job titles have at least one alias: Software Developer and Software Engineer; Outside Sales Representative and B2B Sales Representative; Talent Development Specialist and Recruiter, to name a few. But regardless of the title du jour, each role and their analog tend to pay about the same, according to the pensation Estimate .
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But unlike Software Developers and HR Reps, which tend to have two or three synonymous job titles, Customer Service Representatives (CSRs) are referred to in more than 30 different ways in jobs posted to , not including titles that denote senior or management positions. What’s more, even though the core skill requirements for customer service jobs remain consistent across different titles, our research shows as much as a 35% difference in pay.
Novel job titles pop-up on all the time. But the Sales Ninjas and Data Jedis of the world are usually one-offs, used here and there but rarely gaining mainstream adoption. A few alternative customer service titles, however, are clearly catching on.
Although Customer Service Representative still accounts for the largest share of customer service job titles on —about 42%—the growth in postings using this title pales in comparison to a few of the loftier sounding titles in 2018. The fastest growing customer service job title for 2018 was Customer Experience Associate, increasing 346% year over year. Customer Engagement Representative job postings increased 214%, and Customer Service Advisors jumped 138%, all three of which significantly outpaced the 89% growth in CSR jobs.
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To be sure, we analyzed the job titles of more than 5 million customer service openings posted to in 2018 to see what, if any differences existed between the roles. While some of the jobs prioritized a few skills over others, we found that the top 10 skills for each of the job titles listed above were nearly identical.
Although the different titles come with the same responsibilities, the pay varies widely. Our data show that the fastest growing customer service job titles pay an average of $2 to $5 more per hour than roles advertised using traditional CSR titles. Someone hired as a Customer Service Professional stands to earn an average of $10, 000 per year less than their similarly qualified counterpart working as a Customer Experience Associate. Assuming a 35-year career with a 5% annual pay increase, the Customer Service Professional could lose more than $800, 000 in lifetime earnings.
It’s possible that employers who choose to advertise openings with alternative titles are missing out on the full scope of talent in the market. There were about half as many applicants per job opening across the board for customer service roles designated as something other than Customer Service Representative in 2018. With fewer job seekers competing over the same role, the market for talent may appear tighter than it really is, thus leading to a higher wage.
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The most likely explanation is that the changes we’re seeing in customer service job titles are indicative of a shift in the service sector, where more mundane tasks, like cashiering and taking inventory, have become either self-serve or automated. Because of the efficiencies introduced through technology, there’s greater demand for customer service staff to engage and delight their customer, rather than simply serve them.
The information in our press releases, blogs, articles, testimonials, videos and presentations should be considered accurate only as of the date thereof. We disclaim any obligation to supplement or update the information in this type of content, and any links or references therein to third party articles or other third party content does not constitute our endorsement of that third party.As a customer service lead, I’ve learned that crafting the perfect customer service job description requires a blend of creativity and clarity.
At first, I considered myself lucky to find excellent customer service professionals. Now, I understand luck has nothing to do with it.
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Here’s my insight on how to catch the eye of customer service specialists who care just as deeply about your customers as you do. And how to clarify your goals as a manager before you even start writing a job description or interviewing candidates.
The fact you’re taking time to research this process is awesome. And while there’s plenty of great advice below (IMHO), I want to respect your time
Customer service representatives are the first line of communication between your company and your customers. When customers have a question or experience service problems, they reach out to the support team for a solution. Representatives have all the knowledge and training necessary to satisfy customer needs and resolve customer complaints.
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Before diving into the job posting, research the various titles associated with customer service. Find the job title that fits your needs, then you can work from a specific job description template.
Our comprehensive article on customer support roles will guide you through the different titles, salary expectations, and job requirements for each position.
If you’re looking to build a more holistic customer experience team, our guide to CX roles breaks down the job titles within that world. Along with examples, definitions, and keywords to include in a job summary.
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The type of customer service job description you write depends on the role. Some titles require a high school diploma, others require a college degree. Certain roles necessitate call center experience, while others focus more on overall communication skills or fostering sales lead.
Choosing the right role for your business is your first task. Take time to read through the descriptions of each role and align them with your company’s goals. It will make the next step much easier.
Divide your writing process into three parts. First comes essentials like job title and description. The second pass incorporates the unique aspects of your company culture. And the final element crafts next steps and action items for the candidate.
Hire The Best People With This Customer Service Job Description [template]
I’ll pull my weight here as an actual customer support person and implore you to leave out the cutesy stuff. No one really knows if a “customer service rockstar” is an entry-level, part-time, or managerial position. Keep it clear, concise, and straight-forward.
Ultimately, culture sets your business apart from the rest. Whether it shines brightest in marketing or through your product itself, the voice of your business is one of its unique value propositions.
Founders lead the charge in permeating their desired culture throughout the entire company. Keep that same voice within job postings to ensure you’re targeting the right people and setting up expectations.
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The right customer service representative will immediately jive with your tone, whatever it may be. Keep it authentic to your company, and you’ll move the hiring process along quicker than ever.
Get creative by requesting some action items in your posting. Careless applicants will fall to the wayside. And those who follow directions will rise to the top. Let the right candidate show off their comprehension and interpersonal skills from the start.
I’m a fan of the “write [THIS] in your email subject when you apply” tactic. It shows off an applicant’s active listening skills and saves you time on the back end. You can immediately move those applicants to the “yes” pile.
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This first email interaction with a potential customer service representative gives you invaluable insight. Get a sense of their communication skills, problem solving abilities, and listening skills.
A good customer service representative knows how to mirror the customer (in this case, your company is the customer). Whatever tone you set, look for a similar voice in your applicant’s email.
For instance, your job description may state you’re seeking someone with experience spotting bugs and working with engineers on a fix. A great customer service representative will read that requirement, digest the information, and provide
When It Comes To Customer Service Jobs, A Nifty Title Can Really Pay Off
“Spotting bugs within customer inquiries is no easy task, but it’s one I’ve come to love. I was responsible for evaluating and escalating hundreds of bug reports at my last job. After working with customers to identify the issue, I collaborated with engineers to release a fix.”
They reiterate and empathize with the problem. Take ownership of the task. And provide a resolution. All of the top skills of a customer support agent showcased in a few sentences.
You understand the roles. You decided on your ideal hire. And now you know exactly what to include in the perfect job posting.
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