Employment of customer service representatives is projected to grow 10 percent from 2014 to 2024, faster than the average for all occupations.
Overall employment growth should result from growing industries that specialize in handling customer service. Specifically, telephone call centers, also known as customer contact centers, are expected to add the most new jobs for customer service representatives. Employment of representatives in these centers is projected to grow 39 percent from 2014 to 2024. Some businesses are increasingly contracting out their customer service operations to telephone call centers because they provide consolidated sales and customer service functions.
Employment growth of customer service representatives in all other industries will be driven by growth of those industries, as well as consumers' demand for products and services that require customer support. Some companies will continue to use in-house service centers to differentiate themselves from competitors, particularly for inquiries that are more complex, such as refunding accounts or confirming insurance coverage.
However, some companies are increasingly using Internet self-service or interactive voice-response systems that enable customers to resolve simple problems, such as changing addresses or reviewing account billing, without speaking to a representative.
In addition, some businesses are expected to move customer service functions to other countries in order to cut costs, a practice known as offshoring. However, demand for customer service representatives in the United States should continue as companies adjust to consumers' preference for U.S.-based customer support.
Job prospects for customer service representatives are expected to be good because of the need to replace workers who leave the occupation.
Customer Service Representatives
Percent change in employment, projected 2014-24
Customer service representatives
Information and record clerks
Total, all occupations
Note: All Occupations includes all occupations in the U.S. Economy. Source: U.S. Bureau of Labor Statistics, Employment Projections program