There are few, if any industries that do not rely on customer care centers. If a business has customers, it has a need for professionals to service the needs of those who purchase products and services. Customer service professionals do everything from processing orders to solving problems and growing relationships. Call centers can provide customer service professionals with long-term opportunities for growth, including organizational leadership roles.
“Become a subject matter expert in the call center in a privately held department or a 3rd party call center servicing many different industries and accounts. Find the promotion to include quality control, lead manager, and/or the call center manager. Consider wearing your entrepreneurial hat at leading this model in a large company at the executive table or consider being the CEO of a 3rd party call center. Compensation will match your level and the passion surrounding this person is the give the highest level of quality service at a speed that is consistent with getting the customer a solution right away!” says Sharon Tsao, CMO, Contemporary Staffing Solutions.
Starting A Customer Service Career In A Call Center
One of the great things about the customer service field is opportunity. There are positions for people of all skill levels and educational levels, and many entry-level positions require only a high school diploma. Entering the field is really more about your personality and skills than the type of degree you hold. Employers look for people who are personable, who have patience and poise under pressure, who have strong communication skills and excellent problem-solving abilities.
Many call centers have defined training programs to help new employees learn about the company’s products and services as well as customer service technology and best practices for interacting with callers. In some industries like insurance and finance, some customer care reps need to be licensed, but those requirements vary by state.
Customer Service Salary Outlook
The job outlook for customer service careers is stronger than many other fields because nearly every industry relies on service professionals. Customer call centers provide the most opportunity for jobs and overall career growth. According to data from the Bureau of Labor Statistics (BLS), customer service jobs are expected to grow 13% over the next ten years.
Currently, according to the BLS, the average national salary for customer service professionals is around $32,000. It is important to remember that this is an average. There is a great deal of variation in customer service pay. Industries that require specialized knowledge often pay more than industries that only require general knowledge. BLS data shows that insurance, professional and technical positions pay the highest entry-level rates, at around $16 per hour, and administrative and retail reps fall around $12.71 per hour. As a rep moves up the ladder as a team lead, supervisor, manager, etc., pay increases and there are more opportunities for bonuses.
There are a number of ways that customer service professionals can increase their marketability and earning power over the next ten years including:
- Fluency in two or more languages
- Growing their knowledge base in fields like technology and finance
- Taking on positions that require some selling, providing an opportunity for commission
- Focusing on long-term development to move into management positions
- Building a professional network to learn about higher-paying jobs with other organizations
- Working with a recruiter to help map out goals and a long-term career path
The way companies think about customer service is changing. Many employers are putting more money and resources into their customer care centers in order to maintain a competitive advantage in the market.
If you are a talented customer service professional looking to grow your career, reach out to the recruiters at Contemporary Staffing Solutions (CSS) today to learn how we can help you achieve your goals.