Soaring e-commerce volume brought on a deluge of customer service requests, and with it, a more permanent shift in consumer buying patterns likely to extend into 2021 and beyond. Data has shown the pandemic accelerated the shift toward e-commerce by about five years, setting the stage for increased hiring demand for the key customer-facing roles highlighted here.
But it's not just e-commerce that's creating rising demand for office and administrative talent. Our new normal led to serious shifts in how work is done and how teams coordinate, leading many companies to seek out exceptional admin talent capable of keeping all the balls in the air — albeit remotely. Similarly, the pandemic led to massive demand for roles like contact tracers and collections specialists as businesses work to keep their teams safe and their bottom lines healthy.
The multitasking masters at the heart of business operations, administrative assistants are projected to be in demand throughout 2021. There were over 500,000 jobs posted for assistant personnel last year, and given how integral these office pros are to daily operations, businesses can't afford to lose them.
As the world continues to grapple with the effects of the pandemic, administrative assistants will find their services needed most in the healthcare sector. Last year, more than 67,000 job postings for administrative assistants were listed by healthcare and social assistance organizations. Employers looking to hire in these segments can expect to face increased competition as the year unfolds — and they should also make sure their compensation offerings align with the overall market.
Customer service volume for "difficult" calls more than doubled at the height of the pandemic, and the lingering inertia from this sudden burst is expected to propel hiring into 2021.
With consumers now electing to do more of everything online, call center representatives will find themselves in high demand. From telemedicine and financial services to grocery shopping, more customers means more queries, and call centers must be prepared with the right personnel to address them. With an increasing amount of these jobs being done remotely, employers should look to hire independent, self-motivated candidates who can stay focused and productive outside traditional office environments.
Account management. Ledger reconciliation. Regulatory compliance. Given the many duties of today's collections specialists, it should come as no surprise that 2021 will find them in demand throughout the finance and insurance sectors. Similarly, as the healthcare industry continues to grow, competition for collections specialists in health facilities is likely to increase as well. In fact, the healthcare and social assistance industries posted more job ads for collections specialists last year than any other industry except for finance and insurance.
Employers looking to hire in these highly competitive industries should tailor their benefits packages to meet the moment if they want to attract top talent. Expanded health coverage and flexible remote-work arrangements, already highly prized benefits by today's job seekers, are now more important to offer than ever.
With customer service requests up 16 percent compared to their pre-pandemic levels, demand for customer service representatives is expected to continue throughout 2021. Consumers engaged with e-commerce platforms during the pandemic first out of necessity but are sticking around out of convenience. Early indicators are even pointing to a more permanent shift in buying patterns that could ultimately yield a greater need for customer service reps to address queries from a growing base of online shoppers. One survey in particular found that 36 percent of U.S. consumers "expect to shop online more frequently after the pandemic ends."
Employers looking to hire talent in this segment should source for well-rounded candidates. With automated tools like chatbots taking work off of service reps' plates, the position now comes with more freedom to add value in other areas, with an especially high focus being placed on delivering personalized service and experiences for customers.
There were more than 77,000 new job postings for office managers in the past 12 months — and that number is expected to grow in the year ahead, especially in the healthcare, finance and insurance sectors, which collectively accounted for the lion's share of hiring last year. Driving part of that demand is the need for new areas of specialization that office managers are increasingly being called upon to have in their arsenal, including complex project management, general accounting and new-hire onboarding.
That's a tall order, and all the more so when you consider the role office managers play in ensuring that teams have the workspaces, tools and cultural support they need to do their best work. Lately, these responsibilities have become even more challenging to deliver on, given increased safety precautions, remote-work arrangements and other recent developments. With all this in mind, it's clear that businesses will have to ensure their hiring process for this role is efficient and that they bring a competitive compensation package to the table, too. Otherwise they'll lose out on top talent in 2021 and beyond.
The multitasking masters at the heart of business operations, administrative assistants are projected to be in demand throughout 2021. There were over 500,000 jobs posted for assistant personnel last year, and given how integral these office pros are to daily operations, businesses can't afford to lose them.
As the world continues to grapple with the effects of the pandemic, administrative assistants will find their services needed most in the healthcare sector. Last year, more than 67,000 job postings for administrative assistants were listed by healthcare and social assistance organizations. Employers looking to hire in these segments can expect to face increased competition as the year unfolds — and they should also make sure their compensation offerings align with the overall market.
The multitasking masters at the heart of business operations, administrative assistants are projected to be in demand throughout 2021. There were over 500,000 jobs posted for assistant personnel last year, and given how integral these office pros are to daily operations, businesses can't afford to lose them.
As the world continues to grapple with the effects of the pandemic, administrative assistants will find their services needed most in the healthcare sector. Last year, more than 67,000 job postings for administrative assistants were listed by healthcare and social assistance organizations. Employers looking to hire in these segments can expect to face increased competition as the year unfolds — and they should also make sure their compensation offerings align with the overall market.
Customer service volume for "difficult" calls more than doubled at the height of the pandemic, and the lingering inertia from this sudden burst is expected to propel hiring into 2021.
With consumers now electing to do more of everything online, call center representatives will find themselves in high demand. From telemedicine and financial services to grocery shopping, more customers means more queries, and call centers must be prepared with the right personnel to address them. With an increasing amount of these jobs being done remotely, employers should look to hire independent, self-motivated candidates who can stay focused and productive outside traditional office environments.
Account management. Ledger reconciliation. Regulatory compliance. Given the many duties of today's collections specialists, it should come as no surprise that 2021 will find them in demand throughout the finance and insurance sectors. Similarly, as the healthcare industry continues to grow, competition for collections specialists in health facilities is likely to increase as well. In fact, the healthcare and social assistance industries posted more job ads for collections specialists last year than any other industry except for finance and insurance.
Employers looking to hire in these highly competitive industries should tailor their benefits packages to meet the moment if they want to attract top talent. Expanded health coverage and flexible remote-work arrangements, already highly prized benefits by today's job seekers, are now more important to offer than ever.
With customer service requests up 16 percent compared to their pre-pandemic levels, demand for customer service representatives is expected to continue throughout 2021. Consumers engaged with e-commerce platforms during the pandemic first out of necessity but are sticking around out of convenience. Early indicators are even pointing to a more permanent shift in buying patterns that could ultimately yield a greater need for customer service reps to address queries from a growing base of online shoppers. One survey in particular found that 36 percent of U.S. consumers "expect to shop online more frequently after the pandemic ends."
Employers looking to hire talent in this segment should source for well-rounded candidates. With automated tools like chatbots taking work off of service reps' plates, the position now comes with more freedom to add value in other areas, with an especially high focus being placed on delivering personalized service and experiences for customers.
There were more than 77,000 new job postings for office managers in the past 12 months — and that number is expected to grow in the year ahead, especially in the healthcare, finance and insurance sectors, which collectively accounted for the lion's share of hiring last year. Driving part of that demand is the need for new areas of specialization that office managers are increasingly being called upon to have in their arsenal, including complex project management, general accounting and new-hire onboarding.
That's a tall order, and all the more so when you consider the role office managers play in ensuring that teams have the workspaces, tools and cultural support they need to do their best work. Lately, these responsibilities have become even more challenging to deliver on, given increased safety precautions, remote-work arrangements and other recent developments. With all this in mind, it's clear that businesses will have to ensure their hiring process for this role is efficient and that they bring a competitive compensation package to the table, too. Otherwise they'll lose out on top talent in 2021 and beyond.
Some aspects of the service economy are rebounding, while others are busier than ever. As consumers increasingly turn to e-commerce, employers will find that competition is fiercer than ever for the kind of talent that ensures customer satisfaction. To stand out, they should consider taking a kitchen-sink approach to talent attraction, from making sure pay rates align with the overall market to better benefits and employer branding.
This guide presents nationwide pay information for today's most prevalent and in-demand office and administration positions.
For non-executive titles (managers and below), compensation data is organized by hourly rates across three levels of professional experience:
entry-level
one year of experience
mid-level
five years of experience
senior-level
10 years of experience
For executive titles (directors and above), compensation data is organized by hourly rates across three levels of company revenue:
small
$50M
mid
$100M
large
$250M+
|
accounting manager | $17.68 | $21.30 | $24.67 |
accounts payable supervisor | $27.43 | $32.81 | $38.20 |
accounts receivable clerk | $18.08 | $21.79 | $25.48 |
accounts receivable supervisor | $26.35 | $31.16 | $36.31 |
cost accounting clerk | $17.63 | $20.84 | $23.55 |
credit and collections clerk | $17.04 | $20.35 | $23.30 |
payroll coordinator/clerk | $19.60 | $23.41 | $26.79 |
payroll supervisor | $27.06 | $31.71 | $36.65 |
|
administrative assistant | $18.71 | $21.66 | $24.91 |
administrative coordinator | $20.84 | $24.23 | $27.46 |
administrative secretary | $21.42 | $26.90 | $31.76 |
eligibility specialist | $15.47 | $18.22 | $21.15 |
executive assistant | $27.50 | $33.61 | $39.33 |
file clerk | $14.76 | $18.23 | $20.32 |
front desk receptionist/switchboard operator | $13.69 | $16.39 | $18.64 |
general/office clerk | $16.61 | $18.83 | $21.08 |
insurance verification specialist | $23.15 | $26.60 | $30.54 |
mailroom clerk | $14.46 | $16.81 | $18.37 |
medical receptionist | $40.57 | $47.01 | $53.92 |
medical records administrator | $39.77 | $46.09 | $52.86 |
medical records clerk | $16.05 | $18.88 | $22.08 |
office assistant | $14.48 | $17.24 | $19.38 |
office manager | $26.68 | $30.14 | $34.02 |
patient access representative/specialist | $22.01 | $25.72 | $29.20 |
receptionist | $14.58 | $16.65 | $19.14 |
scheduler | $14.54 | $17.16 | $19.58 |
secretary | $16.78 | $20.25 | $23.32 |
secretary (bilingual) | $18.27 | $21.63 | $25.07 |
word processor | $14.65 | $17.23 | $19.52 |
|
call center representative (complex calls) | $18.05 | $21.55 | $24.97 |
call center representative (general calls) | $12.87 | $15.36 | $17.57 |
call center representative (specialized calls) | $15.57 | $18.64 | $21.25 |
call center sales representative | $14.88 | $17.03 | $19.64 |
call center supervisor | $23.64 | $27.66 | $31.90 |
contact center specialist | $13.27 | $15.88 | $18.09 |
customer service representative, financial | $16.73 | $19.95 | $23.10 |
customer service representative, insurance (commercial) | $19.46 | $23.17 | $27.12 |
customer service representative, insurance (personal) | $15.92 | $18.99 | $21.89 |
data entry operator | $14.65 | $17.23 | $19.52 |
data entry operator lead | $18.72 | $21.87 | $24.83 |
data entry supervisor | $23.54 | $27.73 | $32.25 |
order processing clerk | $15.91 | $18.82 | $21.23 |
order processing supervisor | $24.94 | $30.54 | $35.41 |
transportation import/export specialist | $17.04 | $20.38 | $22.95 |
|
benefits clerk | $18.26 | $21.77 | $25.20 |
benefits coordinator | $25.95 | $31.97 | $35.62 |
employee relations representative | $32.75 | $37.91 | $43.61 |
human resources assistant/clerk | $18.08 | $21.20 | $23.44 |
human resources coordinator | $18.96 | $22.23 | $24.54 |
training coordinator | $27.23 | $33.83 | $39.87 |
|
AR/collections representative* | $18.08 | $21.79 | $25.48 |
AR/collections supervisor* | $26.87 | $31.79 | $37.04 |
certified coder/medical coding technician | $18.25 | $21.43 | $24.55 |
data analyst | $32.72 | $39.08 | $45.60 |
director, access services | $53.91 | $57.00 | $60.22 |
director, revenue cycle | $83.69 | $88.86 | $94.28 |
insurance billing clerk | $16.08 | $19.41 | $22.27 |
insurance claims clerk | $17.29 | $20.41 | $23.32 |
insurance claims processor | $18.77 | $21.55 | $24.83 |
insurance collections clerk | $13.96 | $16.47 | $18.95 |
manager, access services | $34.08 | $38.63 | $44.37 |
medical billing and collections specialist | $15.57 | $18.27 | $20.99 |
medical transcriptionist | $16.47 | $19.46 | $22.05 |
|
account coordinator | $17.09 | $20.38 | $23.56 |
account manager | $36.50 | $42.65 | $49.23 |
account representative | $35.27 | $40.45 | $46.25 |
advertising clerk | $14.60 | $17.58 | $20.09 |
market data researcher | $30.14 | $37.70 | $45.06 |
marketing assistant | $17.23 | $19.65 | $22.83 |
marketing coordinator | $27.52 | $33.05 | $38.77 |
proofreader | $18.01 | $20.84 | $23.56 |
public relations coordinator | $24.98 | $31.25 | $37.26 |
sales assistant | $18.55 | $21.14 | $24.65 |
sales coordinator | $21.61 | $24.38 | $28.39 |
survey worker, marketing | $14.62 | $17.20 | $19.31 |
telemarketing representative | $14.88 | $17.03 | $19.64 |
|
accounting clerk | $17.72 | $20.43 | $23.09 |
bookkeeper | $17.06 | $19.83 | $22.72 |
*alternate titles include: payment poster representative, insurance follow-up representative; patient financial services (PFS) representative/supervisor
For salary information and titles specific to your region, contact your local Randstad representative today.
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