Employment: Customer Service Representatives
Customer service representatives held about 1.9 million jobs in 2002. Although they were found in a variety of industries, more than 1 in 4 customer service representatives worked in finance and insurance. The largest numbers were employed by insurance carriers, insurance agencies and brokerages, and banks and credit unions.
Nearly 1 in 8 customer service representatives were employed in administrative and support services. These workers were concentrated in the industries business support services--which includes telephone call centers--and employment services--which includes temporary help services and employment placement agencies. Another 1 in 8 customer service representatives were employed in retail trade establishments such as general merchandise stores, food and beverage stores, or nonstore retailers. Other industries that employ significant numbers of customer service representatives include information, particularly the telecommunications industry; manufacturing, such as printing and related support activities; and wholesale trade.
Although they are found in all States, customer service representatives who work in call centers tend to be concentrated geographically. Four States make up over 30 percent of total employment—California, Texas, Florida, and New York. Delaware, South Dakota, Utah, and Arizona have the highest concentration of workers in this occupation, with customer service representatives comprising over 2 percent of total employment in these States.