Customer care agent vs customer care advocate

The differences between customer care agents and customer care advocates can be seen in a few details. Each job has different responsibilities and duties. It typically takes 6-12 months to become both a customer care agent and a customer care advocate. Additionally, a customer care advocate has an average salary of $33,219, which is higher than the $31,774 average annual salary of a customer care agent.

The top three skills for a customer care agent include customer care, customer service and work ethic. The most important skills for a customer care advocate are patients, scheduling appointments, and data entry.

Customer care agent vs customer care advocate overview

	Customer Care Agent	Customer Care Advocate
Yearly salary	$31,774	$33,219
Hourly rate	$15.28	$15.97
Growth rate	-4%	-4%
Number of jobs	268,932	248,553
Job satisfaction	-	-
Most common degree	Bachelor's Degree, 35%	Bachelor's Degree, 37%
Average age	40	40
Years of experience	12	12

What does a customer care agent do?

A customer care agent is responsible for assisting the customers' inquiries and concerns regarding the goods and services of the company, as well as resolving and escalating complaints, ensuring that the needs of customers are addressed timely and accurately. Customer care agents also take customers' orders, process their payments, and set delivery or shipment schedules. They assist with the development of strategic procedures, as well as operational techniques, to increase productivity and generate more revenues and profits for the business.

What does a customer care advocate do?

A customer care advocate is responsible for monitoring customer transactions, ensuring the highest customer service satisfaction by timely responses and complaint resolution. Customer care advocates recommend strategic procedures and training programs necessary for handling customer support. They manage customer concerns and conduct interviews to identify customer preferences and build other business opportunities to build a good reputation for the organization. A customer care advocate must have excellent communication and organizational skills to promote customer advocacy and determine the best customer service practices.

Customer care agent vs customer care advocate salary

Customer care agents and customer care advocates have different pay scales, as shown below.

	Customer Care Agent	Customer Care Advocate
Average salary	$31,774	$33,219
Salary range	Between $26,000 And $38,000	Between $24,000 And $44,000
Highest paying City	Santa Clara, CA	Santa Barbara, CA
Highest paying state	Washington	Hawaii
Best paying company	Bassett Furniture Industries	University of California, Berkeley
Best paying industry	Retail	Insurance

Differences between customer care agent and customer care advocate education

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

	Customer Care Agent	Customer Care Advocate
Most common degree	Bachelor's Degree, 35%	Bachelor's Degree, 37%
Most common major	Business	Business
Most common college	-	-

Customer care agent vs customer care advocate demographics

Here are the differences between customer care agents' and customer care advocates' demographics:

	Customer Care Agent	Customer Care Advocate
Average age	40	40
Gender ratio	Male, 34.7% Female, 65.3%	Male, 36.2% Female, 63.8%
Race ratio	Black or African American, 12.8% Unknown, 5.4% Hispanic or Latino, 19.5% Asian, 6.4% White, 55.2% American Indian and Alaska Native, 0.7%	Black or African American, 10.8% Unknown, 5.5% Hispanic or Latino, 20.6% Asian, 7.0% White, 55.2% American Indian and Alaska Native, 0.8%
LGBT Percentage	7%	7%

Differences between customer care agent and customer care advocate duties and responsibilities

Customer care agent example responsibilities.

Manage and plan escalations; assure HIPPA guidelines are followed for confidentially and privacy.
Apply excellent upselling techniques to increase company profits.
Answer all inquiries and concerns relate to a participant's account with the upselling of products and services.
Demonstrate superb organizational and multitasking abilities
Provide superior customer service to inbound calls from DirecTV customers regarding their schedule service/install appointment.

Customer care advocate example responsibilities.

Continue to manage a high volume of customer calls relate to HMO, PPO and POS concerns.
Develop regional sales tools including PowerPoint presentations, brochures and web content to support product sales.
Put together presentations using PowerPoint.
Process questionnaires for Medicaid recipients to establish comprehension of complex rules and regulations.
Verify Medicaid benefits and answer several calls from physicians or their assistants regarding their payments.
Utilize critical thinking to determine effective operational procedures to fulfill member's concerns while adhering to HIPAA regulations.

Customer care agent vs customer care advocate skills

Common customer care agent skills

Customer Care, 22%
Customer Service, 12%
Work Ethic, 9%
Excellent Interpersonal, 6%
Customer Interaction, 5%
Excellent Organizational, 5%

Common customer care advocate skills

Patients, 13%
Scheduling Appointments, 7%
Data Entry, 7%
Outbound Calls, 6%
HIPAA, 6%
Home Health, 6%

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Office and Administrative Industry
Customer Care Agent
Customer Care Agent vs Customer Care Advocate

Updated January 8, 2025

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