How to hire a customer care representative

How to hire a customer care representative, step by step

Here's a step-by-step customer care representative hiring guide:

• Step 1: Identify your hiring needs
• Step 2: Create an ideal candidate profile
• Step 3: Make a budget
• Step 4: Write a customer care representative job description
• Step 5: Post your job
• Step 6: Interview candidates
• Step 7: Send a job offer and onboard your new customer care representative
• Step 8: Go through the hiring process checklist

What does a customer care representative do?

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1. Identify your hiring needs

   The customer care representative hiring process starts by determining what type of worker you actually need. Certain roles might require a full-time employee, whereas part-time workers or contractors can do others.

   Determine employee vs contractor status

   Is the person you're thinking of hiring a US citizen or green card holder?

   Yes

   No

   You should also consider the ideal background you'd like them a customer care representative to have before you start to hire. For example, what industry or field would you like them to have experience in, what level of seniority or education does the job require, and how much it'll cost to hire a customer care representative that fits the bill.

   This list presents customer care representative salaries for various positions.

   Type of Customer Care Representative	Description	Hourly rate
   Customer Care Representative	Customer service representatives interact with customers to handle complaints, process orders, and provide information about an organization’s products and services.	$12-19
   Customer Relations Coordinator	A customer relations coordinator oversees a company's customer service programs, ensuring clients receive optimal support and service. They conduct market research and analysis, study client feedback, organize customer loyalty incentives, coordinate customer service teams, establish programs, supervise staff performance, and solve issues and concerns when any arise... Show more	$12-25
   Customer Agent	A customer agent provides friendly service to external and internal customers. Customer agents talk to customers on behalf of businesses and companies... Show more	$12-18

   Show more

2. Create an ideal candidate profile

   Common skills:

   • Customer Care
   • Customer Service
   • Work Ethic
   • Strong Work Ethic
   • Data Entry
   • Excellent Organizational
   • Outbound Calls
   • Computer System
   • Customer Issues
   • Inbound Phone Calls
   • Telephone Calls
   • Insurance Benefits
   • Troubleshoot
   • Customer Complaints

   Check all skills

   Responsibilities:

   • Manage and plan escalations; assure HIPPA guidelines are followed for confidentially and privacy.
   • Answer incoming calls from clients, ATP's, therapists, and medical offices.
   • Maintain schedules for multiples ATP's and technicians to assist clients with scheduling therapy evaluations, and delivery of equipment.
   • Design a web-base CRM tool integrate with many other systems to provide technicians one-page panel the most relevant information and actions.
   • Navigate windows environment and comprehend technical information.
   • Used multiple navigation windows while changing account information and processing orders.

   More customer care representative duties

3. Make a budget

   Including a salary range in the customer care representative job description is a good way to get more applicants. A customer care representative salary can be affected by several factors, such as the location of the job, the level of experience, education, certifications, and the employer's prestige.

   For example, the average salary for a customer care representative in Arkansas may be lower than in Hawaii, and an entry-level engineer typically earns less than a senior-level customer care representative. Additionally, a customer care representative with lots of experience in the field may command a higher salary as a result.

   Average customer care representative salary

   $15.82hourly

   $32,912 yearly

   ---

   Entry-level customer care representative salary

   $26,000 yearly salary

   Updated December 24, 2025

   Average customer care representative salary by state

   Rank	State	Avg. salary	Hourly rate
   1	Hawaii	$49,385	$24
   2	Washington	$40,698	$20
   3	California	$38,139	$18
   4	Illinois	$35,515	$17
   5	Minnesota	$35,510	$17
   6	Colorado	$35,462	$17
   7	Wisconsin	$35,152	$17
   8	New York	$34,924	$17
   9	Massachusetts	$34,788	$17
   10	Arizona	$34,259	$16
   11	Nevada	$34,238	$16
   12	Missouri	$33,799	$16
   13	Utah	$33,132	$16
   14	Michigan	$32,994	$16
   15	Iowa	$32,940	$16
   16	New Hampshire	$32,207	$15
   17	Pennsylvania	$31,686	$15
   18	Indiana	$31,655	$15
   19	Texas	$31,625	$15
   20	Ohio	$31,471	$15

   Average customer care representative salary by company

   Company

   Rank	Company	Average salary	Hourly rate	Job openings
   1	Philadelphia Corporation for Aging	$41,040	$19.73	2
   2	Baker Hughes	$40,954	$19.69
   3	United Natural Foods	$40,767	$19.60	1
   4	City of Austin	$40,299	$19.37
   5	Mérieux NutriSciences	$39,624	$19.05
   6	Cognizant	$39,610	$19.04	5
   7	Chumash Casino Resort	$39,418	$18.95	2
   8	Value City Furniture	$39,339	$18.91	7
   9	Tech Allies Solutions	$39,242	$18.87
   10	Barclays	$38,711	$18.61
   11	Volunteers of America Los Angeles	$38,431	$18.48
   12	Mars	$38,356	$18.44	3
   13	Amica Insurance	$38,322	$18.42	6
   14	Constellation Energy Partners	$38,303	$18.41	1
   15	Subaru	$38,181	$18.36	2
   16	University of Michigan	$38,003	$18.27	21
   17	Pacific Office Automation	$37,906	$18.22	5
   18	Richardson Sales Performance	$37,771	$18.16	1
   19	Reliance Steel & Aluminum Co	$37,745	$18.15
   20	Lincoln Holdings LLC	$37,723	$18.14	2

4. Writing a customer care representative job description

   A customer care representative job description should include a summary of the role, required skills, and a list of responsibilities. It's also good to include a salary range and the first name of the hiring manager. Below, you can find an example of a customer care representative job description:

   Customer care representative job description example

   Have you ever wished the open road could be your office? Then consider becoming U-Haul's newest U-Box Customer Care Driver in a defined local area. As a CCD you will be responsible for U-Box containers and ensuring that customers are provided with friendly and courteous service. Experience a rewarding job and in a caring company culture with U-Haul.
   Charleston, SC
   
   U-Haul offers its U-Box Customer Care Drivers:
   Career stability Opportunities for advancement Valuable on-the-job training Life insurance MetLaw Legal program MetLife auto and home insurance Discounts on Apple products, Dell computers, cell phone plans, hotels, and more Paid holidays, vacation, and sick days if eligible 401k and Employee Stock Ownership Plan 24-hour physician available for kids Health insurance & Prescription plans if eligible Dental & Vision Plans Subsidized gym/ membership if eligible Business and travel insurance You Matter EAP program LifeLock identity Theft Critical Illness/Group Accident
   
   U-Box Customer Care Driver Responsibilities:
   Operate a flatbed truck Operate an 8000lb pound propane forklift or a truck-mounted forklift Load and unload storage containers for delivery Transport storage containers to and from specified destinations, e.g. customers' homes and local businesses
   
   Minimum Requirements:
   Clean motor vehicle driving record High School Diploma or equivalent Department of Transportation Certification We are willing to sponsor candidates in order to receive a CDL
   
   Work Environment:
   
   The work involves moderate risks or discomforts which require special safety precautions, e.g. working around moving parts, machines, fumes, or irritant chemicals. May be required to use protective clothing, or gear such as masks, goggles, gloves, or shields.
   
   Physical Demands:
   The work requires some physical exertion such as long periods both indoors and outdoors of remaining stationary, traversing spaces, repositioning to reach and use tools, and moving a minimum of 50 lbs assisted or unassisted.
   
   AMERCO and its family of companies, including U-Haul, have strived to create a culture of health and wellness. As of February 1, 2020, and consistent with applicable state law, no AMERCO or U-Haul company will hire individuals in states where it may lawfully decline to hire individuals who use nicotine products. By continuing with this application, you are indicating that, if hired, you consent to nicotine screening in the future. This policy will not apply to team members hired before February 1, 2020.
   
   U-Haul is an equal opportunity employer. All applicants for employment will be considered without regard to race, color, religion, sex, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, provincial, state or local law. Individual accommodations are available on requests for applicants taking part in all aspects of the selection process. Information obtained during this process will only be shared on a need to know basis.

   Copy this example

   

5. Post your job

   To find the right customer care representative for your business, consider trying out a few different recruiting strategies:

   • Consider internal talent. One of the most important sources of talent for any company is its existing workforce.
   • Ask for referrals. Reach out to friends, family members, and current employees and ask if they know or have worked with customer care representatives they would recommend.
   • Recruit at local colleges. Attend job fairs at local colleges to recruit customer care representatives who meet your education requirements.
   • Social media platforms. LinkedIn, Facebook and Twitter now have more than 3.5 billion users, and you can use social media to reach potential job candidates.

   Post your job online:

   • Post your customer care representative job on Zippia to find and recruit customer care representative candidates who meet your exact specifications.
   • Use field-specific websites.
   • Post a job on free websites.

6. Interview candidates

   To successfully recruit customer care representatives, your first interview needs to engage with candidates to learn about their interest in the role and experience in the field. You can go into more detail about the company, the role, and the responsibilities during follow-up interviews.

   It's also good to ask about candidates' unique skills and talents to see if they match your ideal candidate profile. If you think a candidate is good enough for the next step, you can move on to the technical interview.

   The right interview questions can help you assess a candidate's hard skills, behavioral intelligence, and soft skills.

7. Send a job offer and onboard your new customer care representative

   Once you've found the customer care representative candidate you'd like to hire, it's time to write an offer letter. This should include an explicit job offer that includes the salary and the details of any other perks. Qualified candidates might be looking at multiple positions, so your offer must be competitive if you like the candidate. Also, be prepared for a negotiation stage, as candidates may way want to tweak the details of your initial offer. Once you've settled on these details, you can draft a contract to formalize your agreement.

   It's also good etiquette to follow up with applicants who don't get the job by sending them an email letting them know that the position has been filled.

   To prepare for the new customer care representative first day, you should share an onboarding schedule with them that covers their first period on the job. You should also quickly complete any necessary paperwork, such as employee action forms and onboarding documents like I-9, benefits enrollment, and federal and state tax forms. Finally, Human Resources must ensure a new employee file is created for internal record keeping.

8. Go through the hiring process checklist

   • Determine employee type (full-time, part-time, contractor, etc.)
   • Submit a job requisition form to the HR department
   • Define job responsibilities and requirements
   • Establish budget and timeline
   • Determine hiring decision makers for the role
   • Write job description
   • Post job on job boards, company website, etc.
   • Promote the job internally
   • Process applications through applicant tracking system
   • Review resumes and cover letters
   • Shortlist candidates for screening
   • Hold phone/virtual interview screening with first round of candidates
   • Conduct in-person interviews with top candidates from first round
   • Score candidates based on weighted criteria (e.g., experience, education, background, cultural fit, skill set, etc.)
   • Conduct background checks on top candidates
   • Check references of top candidates
   • Consult with HR and hiring decision makers on job offer specifics
   • Extend offer to top candidate(s)
   • Receive formal job offer acceptance and signed employment contract
   • Inform other candidates that the position has been filled
   • Set and communicate onboarding schedule to new hire(s)
   • Complete new hire paperwork (i9, benefits enrollment, tax forms, etc.)

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How much does it cost to hire a customer care representative?