3 minute read
Customer Service
Introduction
The customer service group is the largest occupation group that WIN analyzes, both in terms of employment and online job postings. This group is very important to the region because it is often a leading indicator, being the first to grow when the economy expands and the first to contract in a downturn. As defined by WIN, this group encompasses all customer service occupations, with skills transferrable across the retail sector, the hotel industry, food and beverage service industry, call centers, and other areas.
Employment Over Time
2001–2019
12,276 Customer Service
Workers
3 Worker Decrease from 2018
Worker Gender Demographics
Customer Service Worker Demographics
According to the most recent Emsi data set available (2019), the customer service occupation group has declined since 2018 by 3 workers, for a total of 12,276 workers in 2019. During 2019, 61.5 percent of workers identified as female, while just under 40 percent identified as male. In the region, 85.7 percent of workers in the customer service occupation group identified as white, while 7.0 percent and 3.6 percent identified as black or African American and Hispanic or Latino respectively. The 25-54 age group has the most customer service workers, with 50.0 percent.
85.7% White |
Race and Ethnicity Demographics 7.0% Black or African American | 3.6% Hispanic or Latino
Worker Age Demographics
Customer Service Top Posted Jobs
2019
Top Posted Jobs: Annual 2019
First-Line Supervisors of Retail Sales Workers were the highest in-demand customer service occupation during Q4 2019, with 703 postings. Other top posted jobs include Retail Salespersons (514 postings), Customer Service Representatives (307 postings), Combined Food Preparation and Serving Workers, Including Fast Food (293 postings), and Cashiers (214 postings). Many customer service occupations such as Retail Salespersons and Cashiers require no formal education. A high school diploma or equivalent education level accounts for 35.1 percent of postings.
Customer Service Wage Overview
Despite being in high demand, most customer service-related occupations offer relatively low wages. However, four of the top ten posted occupations report median wages over $15.00 per hour, many of which are management roles requiring only a high school education or equivalent and less than five years of experience. Entry-level occupations such as Customer Service Representatives offer a median wage of $14.73, or a salary of $29,460, coupled with shortterm on-the-job training.
Wage Overview for Top Posted Customer Service Jobs in 2019
In-Demand Technical Skills
• Merchandising • Cash Register • Restaurant Operation • Selling Techniques • Customer Satisfaction
In-Demand Education Level*
• High School Diploma: 35.1% • Associate Degree: 2.4% • Bachelor's Degree: 5.0% • Master's Degree: 0.4% *Not all job postings indicate the required educational attainment level, therefore the percentages found here may not add up to 100 percent
Data: Emsi, BLS | Analysis: Workforce Intelligence Network
In-Demand Foundational Skills
Sales Customer Service Management Communications Leadership
• Automotive Service Excellence (ASE) Certification • Certified Forklift Operator • ASE Parts Specialist • Cosmetology License • Food Handler's Card
In-Demand Certifications
Employer Demand by City
35%
Top Posting Employers*
Dollar General Corporation McDonald's Corporation CVS Health Corporation Pilot Flying J Pizza Hut, Inc. Mac Tools Family Dollar Stores, Inc. Shipt LLC Sunrise Stores LLC H&R Block, Inc.
Job Postings by City
1. Port Huron: 1,594 Postings 2. Marysville: 417 Postings 3. Saint Clair: 321 Postings 4. Marine City: 232 Postings 5. Algonac: 218 Postings 6. Smiths Creek: 174 Postings 7. Capac: 125 Postings 8. Kimball: 123 Postings 9. Yale: 123 Postings 10. Emmett: 95 Postings
