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Customer service job titles change, and the job title you end up with in your next customer service role can greatly affect how much you get, even if the skill requirements are the same.
Most job titles contain at least one nickname: software developer and software engineer; Outside Sales Representative and B2B Sales Representative; Talent Development and Recruitment Specialist, to name a few. But regardless of the day’s title, each role and its equivalent tend to pay roughly the same amount, according to ZipRecruiter compensation estimate.
But unlike software developers and HR reps, who 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 on ZipRecruiter, not including titles that refer to positions higher or administrative. Furthermore, although the basic skill requirements for customer service jobs remain consistent across different titles, our research shows a difference of up to 35% in pay.
Faster growing titles pay a premium
New job titles appear on ZipRecruiter 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. However, it’s clear that a few alternative customer service addresses are starting to crop up.
Although customer service representative still represented the largest share of customer service job titles on ZipRecruiter—about 42%—growth in postings with this title pales in comparison to a few of the top job titles in 2018. Fastest-growing customer service job title For 2018 it was Customer Experience Assistant, up 346% year-over-year. Advertisements for Customer Engagement Representative jobs increased by 214%, Customer Service Advisors jumped by 138%, and these three positions significantly outperformed the 89% growth in CSR positions.
Sure enough, we analyzed the job titles of more than 5 million customer service job postings posted on ZipRecruiter in 2018 to see if there were differences between roles. While some jobs prioritized certain skills over others, we found that the top 10 skills for each of the above job titles were nearly identical.
Although different titles come with the same responsibilities, pay varies widely. Our data shows 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. A person hired as a Customer Service Specialist will earn an average of $10,000 per year less than a similarly qualified counterpart who works as a Customer Experience Associate. Assuming a 35-year career with a 5% annual salary increase, a customer service professional could lose more than $800,000 in lifetime earnings.
Changing job titles for a changing market
Employers who choose to advertise job openings with alternate titles are likely missing out on the full range of talent on the market. There were nearly half the number of applicants for every job opening across the board for customer service roles designated as something other than a customer service representative in 2018. And with fewer job seekers competing for the same role, the talent market may seem tighter than it already is. , which leads to higher wages.
The most likely explanation is that the changes we’re seeing in customer service job titles point to a shift in the service sector, where more mundane tasks, such as cashier and stock taking, are either self-service or automated. Because of the efficiencies offered by technology, there is a greater demand for customer service personnel to engage and delight their customers, rather than simply serve them.
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