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Job outlook for senior customer service specialists in the United States
Senior customer service specialist job growth summary. After extensive research, interviews, and analysis, Zippia's data science team found that:
The projected senior customer service specialist job growth rate is -4% from 2018-2028.
About -105,300 new jobs for senior customer service specialists are projected over the next decade.
Senior customer service specialist salaries have increased 11% for senior customer service specialists in the last 5 years.
There are over 134,342 senior customer service specialists currently employed in the United States.
There are 219,308 active senior customer service specialist job openings in the US.
The average senior customer service specialist salary is $35,466.
Are senior customer service specialist jobs in demand?
Senior customer service specialist job and salary trends over time
Senior customer service specialist jobs over time
Senior customer service specialist job growth rate over time
| Year | # of jobs | % of population |
|---|---|---|
| 2021 | 134,342 | 0.04% |
| 2020 | 136,568 | 0.04% |
| 2019 | 140,712 | 0.04% |
| 2018 | 138,406 | 0.04% |
| 2017 | 133,412 | 0.04% |
Average senior customer service specialist salary over time
Senior customer service specialist salary by year
| Year | Avg. salary | Hourly rate | % Change |
|---|---|---|---|
| 2026 | $35,466 | $17.05 | +3.2% |
| 2025 | $34,358 | $16.52 | +2.8% |
| 2024 | $33,407 | $16.06 | +2.6% |
| 2023 | $32,556 | $15.65 | +1.8% |
| 2022 | $31,972 | $15.37 | +1.8% |
Senior customer service specialist jobs by state
Most common states for senior customer service specialists
| Rank | State | Population | # of jobs | Employment/ 1000ppl |
|---|---|---|---|---|
| 1 | Maine | 1,335,907 | 742 | 56% |
| 2 | New Hampshire | 1,342,795 | 627 | 47% |
| 3 | Vermont | 623,657 | 284 | 46% |
| 4 | District of Columbia | 693,972 | 296 | 43% |
| 5 | Arizona | 7,016,270 | 2,897 | 41% |
| 6 | Wyoming | 579,315 | 237 | 41% |
| 7 | Delaware | 961,939 | 383 | 40% |
| 8 | Colorado | 5,607,154 | 2,124 | 38% |
| 9 | Wisconsin | 5,795,483 | 2,166 | 37% |
| 10 | Minnesota | 5,576,606 | 2,055 | 37% |
| 11 | Iowa | 3,145,711 | 1,117 | 36% |
| 12 | Utah | 3,101,833 | 1,109 | 36% |
| 13 | Massachusetts | 6,859,819 | 2,366 | 34% |
| 14 | Alabama | 4,874,747 | 1,641 | 34% |
| 15 | Montana | 1,050,493 | 355 | 34% |
| 16 | Virginia | 8,470,020 | 2,754 | 33% |
| 17 | South Carolina | 5,024,369 | 1,649 | 33% |
| 18 | Arkansas | 3,004,279 | 990 | 33% |
| 19 | Ohio | 11,658,609 | 3,674 | 32% |
| 20 | Rhode Island | 1,059,639 | 340 | 32% |
Most common cities for senior customer service specialists
| Rank | City | # of jobs | Employment/ 1000ppl | Avg. salary |
|---|---|---|---|---|
| 1 | Menomonee Falls | 1 | 3% | $37,814 |
| 2 | Westfield | 1 | 3% | $32,673 |
| 3 | Jeffersonville | 1 | 2% | $32,590 |
| 4 | Fargo | 1 | 1% | $35,544 |
| 5 | Phoenix | 2 | 0% | $36,750 |
| 6 | Boston | 1 | 0% | $38,013 |
| 7 | Madison | 1 | 0% | $37,673 |
| 8 | Rochester | 1 | 0% | $44,609 |
Senior Customer Service Specialist job outlook: Expert opinions
Our panel of senior customer service specialist experts
Paul Smith's College of Arts & Sciences
Missouri State University
University of Central Florida
Florida International University
Missouri State University
Casino Careers Division of Hospitality Online
Informa Tech
ICHRIE
University of New Orleans
Temple University
Stockton University
Joe Conto
Associate ProfessorPaul Smith's College of Arts & Sciences
Department of Business & Hospitality
What skills stand out on Senior Customer Service Specialist resumes?
Joe Conto: The skills that stand out on a resume remain the same as they did prior to the pandemic; critical thinking, problem-solving, active listening, and working independently. However, simply "listing" these under the Skills section of a resume is not enough. A good hiring agent or human resources professional is going to look for supporting information for these claims in the experience, interests, and activities sections of the same resume. Therefore, a claim of skill only stands out if it is supported elsewhere in the resume.
What soft skills should all Senior Customer Service Specialists possess?
Joe Conto: Critical thinking, empathy, and problem-solving are the three most important soft skills an employee can possess. In developing these skills, many other soft skills are automatically embedded; active listening, emotional intelligence, and collaboration, for instance, are all aspects of the umbrella of "soft skills." Having employees who possess other soft skills associated with strong customer service (friendliness, positive thinking, and language skills, for instance) are not effective if these larger overall skills are not present.
What hard/technical skills are most important for Senior Customer Service Specialists?
Joe Conto: As a hiring manager in high-end hotels and country clubs, I paid little attention to most technical skills. If an applicant possesses the soft skills outlined above, I was typically certain that training could provide the necessary technical skills. Therefore, I always advise students to "work on purpose" during internships and other work experiences in order to not only learn hard skills but also develop the soft skills listed above.
What soft skills should all Senior Customer Service Specialists possess?
Dr. Stephanie Hein: Now, more than ever, graduates need to possess strong communication skills, adaptability, creative thinking, and the ability to work collaboratively with others in both a face-to-face and digital environment.
What certifications/licenses/courses can have the biggest impact for Senior Customer Service Specialists?
Gisele Canova: Not certificates but skills: Emotional intelligence, team building/leading.
Lourdes Torres
Assistant Director, Employer RelationsFlorida International University
Career Development Department
What are the biggest trends we'll see in the Senior Customer Service Specialist job market given the pandemic?
Lourdes Torres: Currently, a number of partners/employers are expressing a need for students with the skillsets and availability to work remotely. The permanent rise in remote work is an increasing trend I see not only for now, but for the foreseeable future. In addition, there will also be an increased wave of requests for students who are open to experimentation and innovation regarding flexible/hybrid work roles.
What Senior Customer Service Specialist skills would you recommend for someone trying to advance their career?
Lourdes Torres: I would say the top skills that students should try to enhance and are being requested from our corporate partners are:
-Creativity and innovation
-Project management skills
-Technological skills
-Communication
-Critical Thinking
FIU students can learn more about these areas by taking courses through a platform called 'LinkedIn Learning.' LinkedIn Learning is an online learning platform that enables FIU faculty, staff, and students to discover and develop skills through an online library of high-quality expert-led videos. It is free for all students and they can login and register through their FIU accounts. I do, however, encourage graduates if they can to pursue taking online courses/certifications. There are many free and paid resources available online.
What general advice would you give to a Senior Customer Service Specialist?
Lourdes Torres: I would tell graduates to be open to change, keep moving forward, and prepare for your future!
Dr. Jerry Masterson Ph.D.
Professor, Program Director, Graduate Interdisciplinary Programs (MPS/MSIS)Missouri State University
Graduate College
What are the biggest trends we'll see in the Senior Customer Service Specialist job market given the pandemic?
Dr. Jerry Masterson Ph.D.: Moving online and global.
What skills stand out on Senior Customer Service Specialist resumes?
Dr. Jerry Masterson Ph.D.: Our students get a leadership perspective from multiple disciplines. Business, psychology, communication, computer science, professional writing. This perspective might allow them to work with most anyone as they will understand the language of the discipline.
What type of skills will young Senior Customer Service Specialists need?
Beth Deighan: 1. The ability to communicate verbally and in writing in a succinct, coherent manner.
2. Be empathetic with co-workers, supervisors, and subordinates and develop trusting, supportive relationships.
3. Be able to navigate the Internet and possess knowledge of technology and devices to increase mobility and efficiency of operations for both employees and clients.
4. Be a self-starter and not require constant monitoring or specific direction to perform all responsibilities effectively.
5. Be organized to increase efficiency and use technology to make processes easier & faster and meet deadlines.
6. Be proactive - anticipate that business practices and procedures may have to change to adapt to the environment, client needs, and demand.
7. Think outside the box - be creative and a cautious risk-taker. Don't be afraid to take an innovative approach.
8. Be flexible and receptive to new ideas like changing your work schedule to learn business operations on different shifts/days to learn the volume, clientele, and business procedures at different times of the day.
9. Be strategic, but work with others to ensure those with different perspectives assist in the development of operational/marketing strategies to retain existing clientele and attract new clientele.
10. Use technology to analyze and assess information to determine which products, services, and practices generate revenue or are not profitable or beneficial to the operation or staff.
What general advice would you give to a Senior Customer Service Specialist?
Andrew Gilliam: Searching for jobs is always intimidating, and this year provides many new reasons to be discouraged. However, based on research HDI conducted in July, 57% of support organizations are creating new positions or continuing to fill vacancies. Furthermore, 82% of organizations say it is likely they will continue working from home long-term. Many companies are opening their minds to hiring candidates who don't live near their offices. That's great news for anyone entering the job market!
When looking for work, the best thing an applicant can do is to think like a hiring manager. They're filling a position to meet their needs, not yours, so consider the context in which they're hiring. Right now, businesses are searching for applicants who can contribute to remote teams and support customers remotely. Experience with unified communications, mobile, cloud, and remote support technologies are in high demand. Additionally, organizations are changing how they work at a rapid pace. Understanding the fundamentals of knowledge management, enterprise service management, incident and problem management, and organizational communications will help candidates speak directly to prospective employers' challenges. Having a dedicated space and internet connectivity to enable working from home and a proven ability to work independently or remotely helps dissuade managers' fears of hiring remote candidates.
There are plenty of ways to build these skills and competencies, even without direct work experience. HDI offers numerous resources, many of them free, to expand your knowledge, including articles, webinars, toolkits, research, and virtual classroom training. Dedicating yourself to independent learning, experimenting in a home-lab, and networking at virtual industry events are fantastic ways to demonstrate your job-readiness.
What type of skills will young Senior Customer Service Specialists need?
Andrew Gilliam: Technical degree programs often fail to emphasize the importance of interpersonal skills and business acumen. Technical skills are impressive and essential, but they're meaningless without a business purpose and user acceptance. Mastery of communication, teamwork, and empathy are more useful and broadly applicable than a working knowledge of the OSI model. Regardless of your position, always strive to understand how your work impacts internal and external customers and creates value for shareholders.
What general advice would you give to a Senior Customer Service Specialist?
Steve Hood: Hospitality and tourism graduates of 2020 are faced with a similar challenge as hotels in the current COVID situation. Many are having to think outside the box and reinvent themselves. It may mean looking at different chains, different locations, and different roles, but there are still opportunities.
Markus Schuckert
Professor and DirectorUniversity of New Orleans
Lester E. Kabacoff School of Hotel, Restaurant and Tourism Administration
Will there be an enduring impact of the coronavirus pandemic on Senior Customer Service Specialists?
Markus Schuckert: Currently, graduates are trying to delay graduation and are looking into upgrading their skills, enrolling in graduate or postgraduate programs. With the reopening of the industry and markets, graduates are in a good position because companies can hire well-trained young talents with the latest know-how and skills. Depending on the degree of recovery, I don't expect an enduring impact on graduates.
Are there any particularly good places in the United States for Senior Customer Service Specialists to find work opportunities?
Markus Schuckert: Yes, high-density tourism destinations, like New Orleans, are potentially good places to find work. The industry is able to hire fast if the demand picks up. A part-time job can be rolled over into full-time if needed. Usually, there is an excess supply of jobs in the hospitality and tourism industry, as it is in the service sector in general.
How do you envision technology impacting Senior Customer Service Specialists in the next 5 years?
Markus Schuckert: Technology will help the industry to maintain a business in a different environment. Under Covid19, the old formula of "high tech - high touch" in hospitality does not work anymore without rethinking it. The new paradigm is high tech - low touch approach to maintain high service and delivery standards but minimizing contact where possible. This is, at least for the time being. Trends to come can be seen by the restaurant of tomorrow's approach of Burger King, for example. High tech - high touch will return or remain with a premium, based on low volume and increased safety and hygiene protocols. Technology will support that in terms of communication, tracking, and big data. Especially business optimizing software, and visitor/customer management systems will be needed to run businesses differently. On the revenue management side, new revenue and pricing models need to be developed to stay in business successfully. This closes the loop to question 1: new graduates come with the latest technological knowledge and the power of ideas of the young (next) generation.
Lindsey Lee Ph.D.
Assistant ProfessorTemple University
Department of Tourism and Hospitality Management
Will there be an enduring impact of the coronavirus pandemic on Senior Customer Service Specialists?
Lindsey Lee Ph.D.: I believe there will be a positive, lasting impact of the pandemic on our graduates. They are more agile and experienced with crises-they were able to adapt and innovate at a very fast pace, and future employers should keep their eyes open for recent graduates that have not only endured the pandemic but are able to put book knowledge into practice.
Are there any particularly good places in the United States for Senior Customer Service Specialists to find work opportunities?
Lindsey Lee Ph.D.: While local, state, and government regulations are still changing and updating on a daily basis, in my opinion, graduates should not limit themselves to one place in the United States. The hospitality and tourism industry has an ebb and flow, and the best part of the industry is the freedom and flexibility to work in a variety of locations. Although certain locations seem to be further along in the re-opening process and this may be an advantage for the job market, there is always a need for great employees to provide quality customer service for our guests regardless of location.
Donna Albano
Associate ProfessorStockton University
Department of Hospitality,Tourism & Events Management
How do you envision technology impacting Senior Customer Service Specialists in the next 5 years?
Donna Albano: The hospitality industry has undoubtedly accelerated new technologies as a result of COVID-19. What used to be technological conveniences are now necessities in many aspects of industry operations. These include scannable QR codes for menus or hotel information and apps for bookings and mobile rooms keys. Customers will continue to expect touchless payments and remote access to services through live chat or chatbot options. Customer expectations are increased during these times due to heightened hygiene standards and the need for improved communication about safety protocols and policies.