How to hire a customer care senior representative

How to hire a customer care senior representative, step by step

Here's a step-by-step customer care senior representative hiring guide:

• Step 1: Identify your hiring needs
• Step 2: Create an ideal candidate profile
• Step 3: Make a budget
• Step 4: Write a customer care senior representative job description
• Step 5: Post your job
• Step 6: Interview candidates
• Step 7: Send a job offer and onboard your new customer care senior representative
• Step 8: Go through the hiring process checklist

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1. Identify your hiring needs

   Before you post your customer care senior representative job, you should take the time to determine what type of worker your business needs. While certain jobs definitely require a full-time employee, it's sometimes better to find a customer care senior representative for hire on a part-time basis or as a contractor.

   Determine employee vs contractor status

   Is the person you're thinking of hiring a US citizen or green card holder?

   Yes

   No

   You should also consider the ideal background you'd like them a customer care senior representative to have before you start to hire. For example, what industry or field would you like them to have experience in, what level of seniority or education does the job require, and how much it'll cost to hire a customer care senior representative that fits the bill.

   This list shows salaries for various types of customer care senior representatives.

   Type of Customer Care Senior Representative	Description	Hourly rate
   Customer Care Senior Representative	Customer service representatives interact with customers to handle complaints, process orders, and provide information about an organization’s products and services.	$12-22
   Customer Leader	A customer leader is responsible for providing the highest customer service by addressing customers' inquiries and concerns and resolving complaints timely and efficiently. Customer leaders handle a team of customer service staff, requiring them to monitor their performance and maximize their productivity by organizing training to improve customer service skills... Show more	$38-77
   Customer Care Manager	A customer care manager is primarily in charge of the customer care team that ensures that all clients are satisfied with a company's products and services. Moreover, a customer care manager's responsibilities typically revolve around conducting assessments of employee performances, resolving complex issues and concerns, managing schedules, delegating tasks, and producing progress reports and presentations... Show more	$13-28

   Show more

2. Create an ideal candidate profile

   Common skills:

   • Data Entry
   • Inbound Calls
   • Outbound Calls
   • Customer Inquiries
   • Customer Accounts
   • Customer Complaints
   • Customer Issues
   • Account Management
   • Billing Issues
   • Customer Orders
   • Customer Support
   • Troubleshoot
   • Customer Service
   • Customer Retention

   Check all skills

   Responsibilities:

   • Conduct in-services on managing patients with chemotherapy-induce anemia to nursing staff at inpatient and outpatient facilities, providing treatment algorithms.
   • Offer alternative payment options such as available payment plans, Medicaid, financial assistance.
   • Assist callers with inquiries pertaining to TMHP.COM and the many features it has available for the providers of Texas Medicaid.
   • Communicate with center leadership and corporate customers any observe performance gaps; tracking and analyzing compliance to call center service standards.
   • Communicate with center leadership and corporate customers any observe performance gaps; tracking and analyzing compliance to call center service standards.

3. Make a budget

   Including a salary range in your customer care senior representative job description is one of the best ways to attract top talent. A customer care senior representative can vary based on:

   • Location. For example, customer care senior representatives' average salary in mississippi is 51% less than in california.
   • Seniority. Entry-level customer care senior representatives 45% less than senior-level customer care senior representatives.
   • Certifications. A customer care senior representative with certifications usually earns a higher salary.
   • Company. Working for an established firm or a new start-up company can make a big difference in a customer care senior representative's salary.

   Average customer care senior representative salary

   $35,763yearly

   $17.19 hourly rate

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   Entry-level customer care senior representative salary

   $26,000 yearly salary

   Updated December 21, 2025

4. Writing a customer care senior representative job description

   A job description for a customer care senior representative role includes a summary of the job's main responsibilities, required skills, and preferred background experience. Including a salary range can also go a long way in attracting more candidates to apply, and showing the first name of the hiring manager can also make applicants more comfortable. As an example, here's a customer care senior representative job description:

   Customer care senior representative job description example

   Background
   Given heightened expectations from regulators and a goal to build a strong and consistent global control environment, Citi continues to enhance its business governance framework and has created the Institutional Credit Management (ICM) group. ICM is a critical component of Citi's first line of defense for wholesale and counterparty credit risk management and works with Independent Risk teams to ensure best-in-class risk and controls, as well as client responsiveness. Key responsibilities of the group include credit analysis, documentation, risk identification, exposure monitoring and stress testing. ICM coordinates with credit management groups across ICG businesses to ensure full alignment on business and regulatory goals, as well as consistency and best practices.
   
   The CCR Product Development team within ICM is responsible for building tools to a) provide in-depth quantitative or qualitative analysis to solve business problems and develop new, innovative solutions b) build tools to help measure, monitor and control counterparty risk for institutional clients and c) portfolios and businesses, with a focus on counter-party and collateral risk to ensure the risks are being properly measured and controlled in accordance with the Firm's risk policies.
   
   Responsibilities:
   Build a crisis reporting framework that provides a comprehensive view of counterparty exposure including trades, collateral, cash flows, margin disputes, settlement information, fails and sanctions information Define business requirements for enhancements associated with stress testing data, pricing, aggregation, calculation and wrong way risk implementations Create project plans, business and technical requirements documents for product execution Develop plans to test enhancements, major implementations and perform post-production check-outs Develop and enhance tools for the measurement, monitoring and management of counterparty exposure including PFE, risk capital, wrong way risk and stress testing Work in close co-ordination with in-business risk managers, second line risk managers and senior stakeholders to understand their priorities and fulfill the delivery objectives Work with technology to understand the stress testing infrastructure, systems and data flows. Identify and document gaps and suggest improvements Communicate key findings to senior management and provide regular status updates Develop risk management tools for the measurement, monitoring and management of exposure and participate in project management of strategic risk infrastructure development Create presentations and documents for internal and external use on various topics including, stress methodologies, and summarizing stress testing issues
   
   Qualifications:
   12+ years of experience in the financial industry Subject matter expertise in counterparty credit risk, risk management concepts, data, systems and processes Understanding of Derivatives, SFTs and other wholesale products Understanding of stress testing, credit and market data, pricing, calculations and reporting Strong Excel skills ideally incorporating VBA (Visual Basic for Applications) Experience handling large volumes of data, database programming skills, Python, R or other statistical languages is a plus Large scale project management skills spanning risk and technology
   -------------------------------------------------
   Job Family Group:
   Product Management and Development
   -------------------------------------------------
   Job Family:
   Product Development
   ------------------------------------------------------
   Time Type:
   Full time
   ------------------------------------------------------
   Citi is an equal opportunity and affirmative action employer.
   
   Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
   
   Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.
   
   View the "EEO is the Law" poster. View the EEO is the Law Supplement.
   View the EEO Policy Statement.
   View the Pay Transparency Posting
   -----------------------------
   Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.

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5. Post your job

   To find the right customer care senior representative for your business, consider trying out a few different recruiting strategies:

   • Consider internal talent. One of the most important sources of talent for any company is its existing workforce.
   • Ask for referrals. Reach out to friends, family members, and current employees and ask if they know or have worked with customer care senior representatives they would recommend.
   • Recruit at local colleges. Attend job fairs at local colleges to recruit customer care senior representatives who meet your education requirements.
   • Social media platforms. LinkedIn, Facebook and Twitter now have more than 3.5 billion users, and you can use social media to reach potential job candidates.

   Post your job online:

   • Post your customer care senior representative job on Zippia to find and recruit customer care senior representative candidates who meet your exact specifications.
   • Use field-specific websites.
   • Post a job on free websites.

6. Interview candidates

   Recruiting customer care senior representatives requires you to bring your A-game to the interview process. The first interview should introduce the company and the role to the candidate as much as they present their background experience and reasons for applying for the job. During later interviews, you can go into more detail about the technical details of the job and ask behavioral questions to gauge how they'd fit into your current company culture.

   Remember to include a few questions that allow candidates to expand on their strengths in their own words. Asking about their unique skills might reveal things you'd miss otherwise. At this point, good candidates can move on to the technical interview.

   The right interview questions can help you assess a candidate's hard skills, behavioral intelligence, and soft skills.

7. Send a job offer and onboard your new customer care senior representative

   Once you have selected a candidate for the customer care senior representative position, it is time to create an offer letter. In addition to salary, the offer letter should include details about benefits and perks that are available to the employee. Ensuring your offer is competitive is vital, as qualified candidates may be considering other job opportunities. The candidate may wish to negotiate the terms of the offer, and it is important to be open to discussion and reach a mutually beneficial agreement. After the offer has been accepted, it is a good idea to formalize the agreement with a contract.

   It's also important to follow up with applicants who do not get the job with an email letting them know that the position is filled.

   After that, you can create an onboarding schedule for a new customer care senior representative. Human Resources and the hiring manager should complete Employee Action Forms. Human Resources should also ensure that onboarding paperwork is completed, including I-9s, benefits enrollment, federal and state tax forms, etc., and that new employee files are created.

8. Go through the hiring process checklist

   • Determine employee type (full-time, part-time, contractor, etc.)
   • Submit a job requisition form to the HR department
   • Define job responsibilities and requirements
   • Establish budget and timeline
   • Determine hiring decision makers for the role
   • Write job description
   • Post job on job boards, company website, etc.
   • Promote the job internally
   • Process applications through applicant tracking system
   • Review resumes and cover letters
   • Shortlist candidates for screening
   • Hold phone/virtual interview screening with first round of candidates
   • Conduct in-person interviews with top candidates from first round
   • Score candidates based on weighted criteria (e.g., experience, education, background, cultural fit, skill set, etc.)
   • Conduct background checks on top candidates
   • Check references of top candidates
   • Consult with HR and hiring decision makers on job offer specifics
   • Extend offer to top candidate(s)
   • Receive formal job offer acceptance and signed employment contract
   • Inform other candidates that the position has been filled
   • Set and communicate onboarding schedule to new hire(s)
   • Complete new hire paperwork (i9, benefits enrollment, tax forms, etc.)

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