Which industries employ the most customer service representatives?

How many customer service representatives are there in the United States? As of 2022, the total number was 2,996,554 people. Consider this: when you visit your local grocery store, call your insurance company with a question, or schedule a meeting with your accountant, you interact with one or more customer service representatives. At Qualtrics, we recognize customer service's vital role in a business’s success, especially when it comes to the overall customer experience. Discover which industries in our country depend the most on customer service workers in their daily operations.

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Industry Sectors

Why Do These Three Industries Employ so Many Customer Service Representatives?

The top three industry sectors have a double-digit percentage of customer service workers. Consider some reasons why these three industries employ the most customer service representatives in the United States.

1. Retail Trade at 27.85%
   The steady growth in sales is the main reason for the large percentage of retail customer service positions in the U.S. Retail businesses such as department stores, grocery stores, supercenters, and warehouse clubs are expanding their inventory and services, prompting the need for more workers to assist customers both in person and online.
2. Professional, Scientific & Management, and Administrative & Waste Management Services at 15.33%
   The wide variety of businesses and companies that fall into this category accounts for its large percentage of customer handling jobs in the U.S. Some examples of the businesses in this category include law firms, software developing companies, cybersecurity companies, accounting firms, and bookkeeping companies, to name a few. All these businesses, along with dozens of others, require the support of customer representatives to ensure that each customer’s experience is as favorable as possible.
3. Finance & Insurance, and Real Estate, Rental & Leasing at 13.74%
   Since 2023, the U.S. population has grown by one percent. As a result, more people are purchasing and renting houses and leasing apartments. This has increased the need for customer service representatives who can file paperwork, answer consumer questions, arrange appointments with realtors, and maintain financial records, among many other responsibilities. Furthermore, more people living in the U.S. means increased demand for home, life, car insurance, and various financial services. Whether a customer is seeking a bank loan or an individual is calling an insurance office to file a claim, customer service representatives are crucial for ensuring that businesses in these sectors operate smoothly.

Industry Subsectors

5 Essential Skills to Thrive in a Customer Service Job

The growing demand for products and services in these industries has opened the door to many customer service employment opportunities. Someone interested in this type of position would benefit from knowing how to stand out in a group of applicants. So, what kinds of customer service skills do employers look for?

1. Excellent communication
   Regardless of your industry, a successful customer service representative must have excellent communication skills. Whether you’re talking to a customer in person or on the phone, speaking clearly and expressing yourself intelligibly is key.
2. Superb listening skills
   Listening is a large part of the job in customer service. The better you understand a customer’s question about a product or issue with a service, the quicker you can provide the necessary assistance.
3. Patience
   Patience is one of the most valuable skills in customer service work. If you’re speaking with an agitated customer or having trouble explaining an issue, being patient can help to put the person at ease. Not surprisingly, a relaxed customer is easier to communicate with and understand.
4. Diligent record keeping
   Record keeping plays a part in almost every customer service job. An assistant at a bank enters information into the computer when a customer makes a request. A clerk at a grocery store makes a note of an item that was returned due to damaged packaging. A call center operator creates notes after talking with a customer to ensure there’s follow-up on an issue. Keeping detailed, accurate records can boost the organization of any business.
5. A courteous, friendly manner
   This is a must-have skill for anyone taking a job in customer service. In many cases, you are the introduction a customer has to a particular company or business. Everyone wants to feel appreciated. Even if the customer has an issue with a product or service, solving the problem in a courteous, friendly way will leave the person with a favorable impression of the business.

Do you want to improve the customer experience provided by your business or organization? Our customer experience software provides you with a selection of valuable tools for effective customer service. Request a demo today and discover how our technology can take your business to the next level.

Industry Groups