09/16/2021 | News release | Distributed by Public on 09/15/2021 23:21
Some organizations - healthcare suppliers, mortgage lenders, nonprofits, government agencies and more - saw a significant uptick in demand for their services during the COVID-19 pandemic. Among the roles these employers needed to hire for were customer service specialists, including call center reps.
As things stand, this is an ongoing trend. Robert Half's Salary Guide finds that call center staff and customer service specialists are among the hottest jobs in administrative and customer support. To thrive in this competitive business landscape, companies need to hire customer service specialists who meet or exceed industry standards.
But that doesn't mean these professionals are easy to hire.
Another challenge is that many companies still require team members to work from home. You won't be able to meet candidates in the office for in-person interviews, and many will be expected to offer remote customer service from day one.
Here's an overview of several common customer service roles, salaries, interview questions to ask, and tips to streamline the process of hiring remote employees.
A critical first step you should take to hire customer service specialists is to create or update your job descriptions to ensure they contain the key details, duties and responsibilities of the respective role. Make certain they accurately reflect the kind of workers you want most. If you then include keywords from the job description in the job posting, you'll increase your chances of attracting candidates with the desired skills and experience.
While every company is different, here are four examples of customer service positions and their typical job duties:
Get the latest salaries and trends shaping the customer service hiring market from Robert Half's Salary Guide. You can localize your insights and get starting salaries for different roles and experience levels.
Customer service professionals should have a solid understanding of all the company's products and services. They should also be savvy at data entry paired with interpersonal skills, which are crucial in this role. These specialists should be great communicators so they can handle customer questions and concerns with a professional demeanor. If there's a chance applicants will start the job remotely but move to an office in the future, you also need to assess their flexibility and resilience.
Job interviews are predominately conducted remotely now, and because many customer service and call center jobs are already remote by nature, interviewing job seekers by phone or video are ideal ways to assess their communication abilities and professionalism, key competencies needed to achieve success in the role.
Here are some questions to ask yourself during the interview:
In addition to assessing their communication skills and professionalism, here are a few questions to ask customer service specialist candidates, with added considerations.
If you need help finding the best talent to serve customers, Robert Half has you covered. We make it easy to hire customer service specialists who can work on-site, remotely or a combination of the two. Our highly skilled professionals can help you keep your organization moving forward and adapt to rapidly changing circumstances.
Robert Half is the world's first and largest specialized talent solutions firm. We offer:
By hiring skilled customer service specialists, your company can continue to offer exceptional service while managing higher volumes of customer outreach.