What does a customer leader do?
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. They conduct coaching to the team members to identify their challenges and areas of improvement by implementing strategic procedures and adjusting individual objectives as needed. A customer leader should have excellent leadership skills, especially on evaluating the team's goals and motivating the staff on their competencies and capabilities.
Customer leader responsibilities
Here are examples of responsibilities from real customer leader resumes:
- Develop SQL scripts to automate configuration for lab test beds and production nodes.
- Lead team in redirecting activities to focus on large physician networks for increase ROI.
- Manage and execute commercial plan by optimizing coverage and developing an operating rhythm to review performance against KPI's.
- Manage front line associates such as pet care associates and cashiers using company vision and strategy while supporting the merchandise plan.
- Document every call and navigate multiple screens and internet windows while providing excellent customer service.
- unload groceries, load carts, load vehicles . )
- Maintain cleanliness of the department, put out new freight from trucks.
- Provide support on the development of Java and PL/SQL customizations and defect resolution.
- Pet care duties include but not limit to all areas of bird, fish, small and large pet care.
- Negotiate, mediate, and arbitrate when require with customers or CSRs in order to resolve issues and meet expectations.
- Close department, clean area, zone all retail, m vacuum, dust, clean windows, and sort accessories.
- Create PowerPoint presentation to show effectiveness for internal procedure
- Train CSRs and contribute to significant improvements in guest satisfaction
- Perform various customers service duties including assisting with groceries and answering phone calls
- Answer incoming calls from customers requesting technical support/assistance with their DSL service and/or equipment.
Customer leader skills and personality traits
We calculated that 17% of Customer Leaders are proficient in Customer Engagement, PET, and Front End. They’re also known for soft skills such as Communication skills, Computer skills, and Customer-service skills.
We break down the percentage of Customer Leaders that have these skills listed on their resume here:
- Customer Engagement, 17%
Assist in aspects of store operation focusing primarily on the areas of customer engagement.
- PET, 14%
Pet care duties included but not limited to all areas of bird, fish, small and large pet care.
- Front End, 14%
Led the North America front end bulk truck TMS project using the PMO methodology from initiate through development phases.
- Visualization, 13%
Support and conduct visualization, user experience and configuration elements of solution design.
- Core Values, 13%
Follow core values of honesty and integrity, customer loyalty, quality products and services, teamwork, and cost effectiveness.
- Direct Reports, 9%
Manage seven direct reports and 300+ indirect reports with an operating budget of $11.6M.
Most customer leaders use their skills in "customer engagement," "pet," and "front end" to do their jobs. You can find more detail on essential customer leader responsibilities here:
Communication skills. The most essential soft skill for a customer leader to carry out their responsibilities is communication skills. This skill is important for the role because "customer service representatives must be able to provide clear information in writing, by phone, or in person." Additionally, a customer leader resume shows how their duties depend on communication skills: "provided effective internal and external communication and support of all customer relations functions. "
Customer-service skills. customer leaders are also known for customer-service skills, which are critical to their duties. You can see how this skill relates to customer leader responsibilities, because "representatives help companies retain customers by professionally answering questions and helping to resolve complaints." A customer leader resume example shows how customer-service skills is used in the workplace: "pet safety inspections to ensure safety of all customers and all animals. "
Interpersonal skills. customer leader responsibilities often require "interpersonal skills." The duties that rely on this skill are shown by the fact that "representatives should be able to create positive interactions with customers." This resume example shows what customer leaders do with interpersonal skills on a typical day: "required proficiency in interpersonal communication for customer interaction. "
Listening skills. Another crucial skill for a customer leader to carry out their responsibilities is "listening skills." A big part of what customer leaders relies on this skill, since "representatives must listen carefully to ensure that they understand customers in order to assist them." How this skill relates to customer leader duties can be seen in an example from a customer leader resume snippet: "communicated with customers regarding style choices to enhance customer satisfaction. "
Patience. Lastly, "patience" is an important element of what a customer leader does. Customer leader responsibilities require this skill because "representatives should be patient and polite, especially when interacting with dissatisfied customers." This resume example highlights how customer leader duties rely on this skill: "resolved customer complaints and conflicts; used patience and courtesy in dealing with the public. "
The three companies that hire the most customer leaders are:
- The Independent Traveler93 customer leaders jobs
- Danaher52 customer leaders jobs
- Wells Fargo48 customer leaders jobs
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Compare different customer leaders
Customer leader vs. Customer service representative manager
A customer service representative manager is responsible for ensuring customers' satisfaction by addressing their needs and managing their complaints about goods and services offered by the company. A customer service manager monitors staff performance, trains new customer service staff, implements strategic procedures to assist customers, allocates the department's budget and resources, creates loyalty programs, and sets customer service operations goals. A customer service representative manager must display outstanding communication and leadership skills to oversee daily operations and maintain a good reputation for the company.
There are some key differences in the responsibilities of each position. For example, customer leader responsibilities require skills like "customer engagement," "front end," "visualization," and "core values." Meanwhile a typical customer service representative manager has skills in areas such as "payroll," "customer satisfaction," "bank deposits," and "customer service." This difference in skills reveals the differences in what each career does.
Customer service representative managers earn the highest salaries when working in the finance industry, with an average yearly salary of $34,787. On the other hand, customer leaders are paid more in the hospitality industry with an average salary of $111,642.The education levels that customer service representative managers earn slightly differ from customer leaders. In particular, customer service representative managers are 6.4% less likely to graduate with a Master's Degree than a customer leader. Additionally, they're 0.2% less likely to earn a Doctoral Degree.Customer leader vs. Senior customer service representative
A senior customer service representative specializes in communicating with clients and providing them with the needed assistance. Aside from responding to calls and inquiries, a senior customer service representative must also perform basic administrative support tasks such as producing reports and necessary documentation, updating the database, and maintaining correspondence. With years of extensive expertise and knowledge, they are also responsible for leading and supervising a team of customer service representatives, all in the joint effort to secure customer satisfaction and reach sales targets.
In addition to the difference in salary, there are some other key differences worth noting. For example, customer leader responsibilities are more likely to require skills like "customer engagement," "pet," "front end," and "visualization." Meanwhile, a senior customer service representative has duties that require skills in areas such as "windows," "quality standards," "customer satisfaction," and "computer system." These differences highlight just how different the day-to-day in each role looks.
On average, senior customer service representatives earn a lower salary than customer leaders. Some industries support higher salaries in each profession. Interestingly enough, senior customer service representatives earn the most pay in the technology industry with an average salary of $36,710. Whereas customer leaders have higher pay in the hospitality industry, with an average salary of $111,642.senior customer service representatives earn lower levels of education than customer leaders in general. They're 5.3% less likely to graduate with a Master's Degree and 0.2% less likely to earn a Doctoral Degree.Customer leader vs. Lead customer service representative
A lead customer service representative is responsible for managing a group of customer service staff to assist in daily operations and help with customer issues. Lead customer service representatives manage high-level customer complaints and provide immediate resolution and disputes. They implement strategies to ensure customer satisfaction, increase productivity, and achieve profitability goals. A lead customer service representative handles escalation and evaluates team member's performance. A lead customer service representative must have excellent communication and leadership skills to supervise the team and support the business' improvement plans.
There are many key differences between these two careers, including some of the skills required to perform responsibilities within each role. For example, a customer leader is likely to be skilled in "customer engagement," "pet," "front end," and "visualization," while a typical lead customer service representative is skilled in "pricing strategy," "inventory control," "customer service," and "shift supervision."
Lead customer service representatives make a very good living in the insurance industry with an average annual salary of $38,353. On the other hand, customer leaders are paid the highest salary in the hospitality industry, with average annual pay of $111,642.When it comes to education, lead customer service representatives tend to earn lower degree levels compared to customer leaders. In fact, they're 6.5% less likely to earn a Master's Degree, and 0.3% less likely to graduate with a Doctoral Degree.Customer leader vs. Director, customer support services
A director of customer support services leads the initiatives put into developing a company's customer support operations, aiming for efficiency and client satisfaction. Their job entails conducting extensive research to enhance positive customer relationships, setting goals and guidelines, establishing customer loyalty programs, and overseeing the recruitment and hiring procedures. Other responsibilities include reviewing regular reports and consumer feedback, and conducting assessments to ensure customers receive optimal services. Moreover, as a director, they have the responsibility to develop strategic plans to optimize operations and implement company policies and regulations.
Types of customer leader
Updated January 8, 2025
