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Customer care agent vs customer retention specialist

The differences between customer care agents and customer retention specialists 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 retention specialist. Additionally, a customer retention specialist has an average salary of $33,422, 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 retention specialist are customer service, inbound calls, and outbound calls.

Customer care agent vs customer retention specialist overview

Customer Care AgentCustomer Retention Specialist
Yearly salary$31,774$33,422
Hourly rate$15.28$16.07
Growth rate-4%-4%
Number of jobs268,932204,538
Job satisfaction--
Most common degreeBachelor's Degree, 35%Bachelor's Degree, 40%
Average age4040
Years of experience1212

Customer care agent vs customer retention specialist salary

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

Customer Care AgentCustomer Retention Specialist
Average salary$31,774$33,422
Salary rangeBetween $26,000 And $38,000Between $26,000 And $42,000
Highest paying CitySanta Clara, CA-
Highest paying stateWashington-
Best paying companyBassett Furniture Industries-
Best paying industryRetail-

Differences between customer care agent and customer retention specialist education

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

Customer Care AgentCustomer Retention Specialist
Most common degreeBachelor's Degree, 35%Bachelor's Degree, 40%
Most common majorBusinessBusiness
Most common college--

Customer care agent vs customer retention specialist demographics

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

Customer Care AgentCustomer Retention Specialist
Average age4040
Gender ratioMale, 34.7% Female, 65.3%Male, 42.4% Female, 57.6%
Race ratioBlack 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, 11.1% Unknown, 5.3% Hispanic or Latino, 19.9% Asian, 6.3% White, 56.8% American Indian and Alaska Native, 0.7%
LGBT Percentage7%7%

Differences between customer care agent and customer retention specialist 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 retention specialist example responsibilities.

  • Prepare proposals and analysis for county Medicaid facilitators to educate regarding available manage care programs.
  • Demonstrate superb organizational and multitasking abilities
  • Demonstrate superb organizational and multitasking abilities

Customer care agent vs customer retention specialist 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 retention specialist skills
  • Customer Service, 20%
  • Inbound Calls, 12%
  • Outbound Calls, 9%
  • Customer Satisfaction, 5%
  • Customer Complaints, 5%
  • Customer Accounts, 5%

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Updated January 8, 2025

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