Gartner Research

3 Job Posting Tactics to Attract High-Quality Reps

Published: 22 March 2019

ID: G00707671

Analyst(s): Customer Service and Support Research Team


Customer service and support leaders can increase the quality of service rep applicants and decrease new-hire turnover by creating job postings that attract top performers, deflect poor-fit candidates and help candidates get an accurate sense of the work environment and culture before they apply.

Table Of Contents

Regret on Both Sides

Tactic 1: Be Controller Oriented

Describe How Success Is Driven by Controller Characteristics

Use Polarizing Language

Highlight Enticing Aspects of Day-to-Day Work

Promote Controller Values and Preferred Benefits

Emphasize Capabilities and Attributes Over Traditional Qualifications

Tactic 2: Emphasize Candidate Fit

Use Employee Insight to Describe Your Culture

Help Candidates Understand the Role Specifics

Emphasize Company Commitment to Employee Growth

Match Your Language to Your Culture

Emphasize the Role’s Connection to the Business

Tactic 3: Enable an Easy Evaluation

Answer Common Candidate Questions

Enable Evaluation on Your Company Site

Be Transparent About the Applicant Experience

Use Color Branding and Graphics

Briefly Summarize Top Priorities

F-Test Your Text

Have a Recognizable Title


Recommended by the Authors

About This Research


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