Call center agent vs customer care representative

The differences between call center agents and customer care representatives can be seen in a few details. Each job has different responsibilities and duties. It typically takes 6-12 months to become both a call center agent and a customer care representative. Additionally, a customer care representative has an average salary of $32,912, which is higher than the $31,180 average annual salary of a call center agent.

The top three skills for a call center agent include customer service, strong customer service and data entry. The most important skills for a customer care representative are customer care, customer service, and work ethic.

Call center agent vs customer care representative overview

	Call Center Agent	Customer Care Representative
Yearly salary	$31,180	$32,912
Hourly rate	$14.99	$15.82
Growth rate	-4%	-4%
Number of jobs	131,722	214,835
Job satisfaction	-	-
Most common degree	High School Diploma, 35%	Bachelor's Degree, 37%
Average age	40	40
Years of experience	12	12

What does a call center agent do?

A call center agent is responsible for answering calls and assisting clients by responding to inquiries. They also handle complaints and resolve issues, troubleshoot errors, and process applications. The tasks of a call center agent will vary on the directives of supervisors. There are instances when they must make calls to gather or give information, sell products, and discuss a particular subject. Furthermore, most of the duties take place in a team setting, which is why it is essential to coordinate with colleagues and adhere to the company's policies and regulations at all times.

What does a customer care representative do?

A customer care representative is responsible for providing resolution with the customer's concerns, following the business' procedures and strategic processes. Customer care representatives must have exceptional customer service skills to address their clients' concerns efficiently and accurately, as well as having extensive knowledge of the products and services their company offer. Duties of a customer care representative also include managing client's complaints, offering alternative products and refunds as needed, calculating fees for special requests, updating customer's account information, documenting actions taken, and escalating special case concerns to the supervisor.

Call center agent vs customer care representative salary

Call center agents and customer care representatives have different pay scales, as shown below.

	Call Center Agent	Customer Care Representative
Average salary	$31,180	$32,912
Salary range	Between $23,000 And $41,000	Between $26,000 And $40,000
Highest paying City	New York, NY	Urban Honolulu, HI
Highest paying state	Minnesota	Hawaii
Best paying company	University of California, Berkeley	Philadelphia Corporation for Aging
Best paying industry	Finance	Automotive

Differences between call center agent and customer care representative education

There are a few differences between a call center agent and a customer care representative in terms of educational background:

	Call Center Agent	Customer Care Representative
Most common degree	High School Diploma, 35%	Bachelor's Degree, 37%
Most common major	Business	Business
Most common college	-	-

Call center agent vs customer care representative demographics

Here are the differences between call center agents' and customer care representatives' demographics:

	Call Center Agent	Customer Care Representative
Average age	40	40
Gender ratio	Male, 30.8% Female, 69.2%	Male, 32.0% Female, 68.0%
Race ratio	Black or African American, 12.1% Unknown, 5.4% Hispanic or Latino, 21.0% Asian, 5.9% White, 55.0% American Indian and Alaska Native, 0.7%	Black or African American, 11.7% Unknown, 5.3% Hispanic or Latino, 20.0% Asian, 6.5% White, 55.8% American Indian and Alaska Native, 0.7%
LGBT Percentage	7%	7%

Differences between call center agent and customer care representative duties and responsibilities

Call center agent example responsibilities.

Submit bills for reimbursement to private insurers Medicaid and Medicare.
Provide excellent customer service by helping customer troubleshoot technical needs for Internet services.
Assist customers with any technical issues experience with website and escalate any issues to management appropriately.
Maintain personal computer and troubleshoot computer software problems.
Familiarize and provide information on general Medicare eligibility and information.
Verify information and input information concerning the conversation and escalate if need.

Customer care representative example 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.

Call center agent vs customer care representative skills

Common call center agent skills

Customer Service, 20%
Strong Customer Service, 15%
Data Entry, 9%
Telephone Calls, 7%
Inbound Phone Calls, 5%
Customer Care, 5%

Common customer care representative skills

Customer Care, 21%
Customer Service, 9%
Work Ethic, 7%
Strong Work Ethic, 7%
Data Entry, 4%
Excellent Organizational, 4%

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Office and Administrative Industry
Call Center Agent
Call Center Agent vs Customer Care Representative

Updated January 8, 2025

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