Hiring customer service reps can be one of the most important decisions your business makes. After all, these are the people who will be representing your company and interacting with customers. So how do you make sure you get it right? Here is our comprehensive guide to hiring customer service reps.
We’ll walk you through every step of the process, from finding candidates to interviewing them and making the final decision. Let’s get started!
What is Customer Service?
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Before we can begin to discuss how to hire customer service reps, it’s important to first understand what customer service actually is. Customer service is the process of providing assistance to customers who need help with a product or service they have purchased. This could be anything from helping them resolve a problem with their order, answering questions about the product or service, or simply providing support and guidance.
Customer service reps are the people who interact with customers on behalf of your company and provide them with the support they need. They are responsible for handling customer inquiries, complaints, and issues in a timely and professional manner. Because customer satisfaction is so important, it’s essential to make sure you hire customer service reps who are capable of delivering excellent customer service.
What Do Customer Service Representatives Do?
Customer service reps are the front line of customer support. They are responsible for interacting with customers and providing assistance as needed.
Customer Service Representatives are in charge of several duties. They generally handle incoming phone calls and information by telephone, although some Customer Service Representatives also place outbound calls to their customers. In most cases, a High school diploma is required, but an Associate degree in Arts or Business is strongly preferred.
In addition to providing customer support, customer service reps may also be responsible for tasks such as:
- Ensure the timely processing of orders, communication, and coordination with other departments to answer inquiries by providing excellent customer service.
- The first point of contact for all sorts of customer service issues, from pricing to products to schedule.
- Customer loyalty is built and maintained by providing timely, precise service to clients in order to generate goodwill.
When Should You Hire Customer Service Representatives?
If you’re like most businesses, you’ll want to start staffing your customer service department as soon as possible. You may even need to hire customer service reps before your product or service is ready to launch.
One thing to keep in mind is that the peak season for customer service inquiries generally falls between November and January. So, if you can, try to staff up a little earlier so you’re prepared for the rush.
How Much Do Customer Service Representatives Make?
Customer Service Representatives (CSRs) make an average of $33,648 annually in the United States. Salary estimates are based on data from 106,721 Customer Service Representative workers who anonymously submitted their salaries to Glassdoor.
Here’s the salary breakdown:
- An entry-level Customer Service Representative (CSR) with less than a year of experience can anticipate making an average total compensation of $13.16 based on 1,296 salaries.
- Customer Service Representatives with one to 4 years of experience earn an average total compensation of $14.26, according To 9,905 salaries.
- The typical total compensation for a mid-career Customer Service Representative (CSR) with 5-9 years of experience is $15.11, according to 4,897 salaries.
- Customer service representatives with 10-19 years of experience earn an average total compensation of $15.52, according to 5,123 salaries.
- Employees in their late-career (20 years or more) make an average total compensation of $16 throughout their employment.
Salary varies based on a number of factors, including company size, location, and experience.
How Many Customer Service Representatives Should You Hire?
So how do you determine how many customer service reps you need?
To calculate the necessary number of CSRs for your support team, start by dividing the total number of customer inquiries (in a given time period) by the average response time. This will give you the number of customer service hours required each day. Then, divide this figure by eight to get the number of full-time customer service representatives needed.
If you already have an idea about what your peak season looks like (Black Friday, Cyber Monday, Christmas, etc), or if it’s difficult to project because your product is new, then add on 25% – 50%. You don’t want to be caught off guard and understaffed when things get busy!
How To Hire The Best Customer Service Representative
Now that you understand what customer service representatives do and what they are responsible for, it’s time to start hiring them! Of course, this is easier said than done – but don’t worry, we’ve got you covered.
Here are the steps you need to take in order to find and hire customer service reps who are the perfect fit for your company:
Understand what you’re looking for
Before you start recruiting, take some time to think about what qualities and skills you want your customer service reps to have. Do they need to be patient? Friendly? Good at problem-solving? Write down a list of the traits that are most important to you, as well as the specific duties they will be responsible for.
Create a job description
Once you know what you’re looking for, it’s time to create a job description. This will help narrow down your search when it comes time to actually start recruiting candidates. Make sure your job description includes information about the company, the team they will be working with, and what their primary duties will be.
Now that you have a job description and an idea of the qualities you’re looking for in a customer service representative, it’s time to start recruiting candidates. You can use your company website, social media channels, or job boards to get started.
Once you have a few qualified candidates, it’s time to start interviewing them. This is your chance to see how well they would fit in with your team and how good they are at problem-solving and customer service.
Make a decision
After interviewing all of the candidates, it’s time to make a decision on who to hire. Remember to factor in how well they would fit in with your team, their skills, and how good they are at customer service.
Hire the right person for the job
Once you’ve made a decision, it’s time to offer the job to the candidate and get them started on training. Make sure that you provide clear instructions on what is expected of them and how they can be successful in this role.
Now that you know how to hire customer service reps, it’s time to put these tips into action! By hiring the right people for the job, you’ll be able to improve your customer support and ensure that your customers are happy.