Customer retention representative vs associate customer service representative

The differences between customer retention representatives and associate customer service 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 customer retention representative and an associate customer service representative. Additionally, a customer retention representative has an average salary of $41,084, which is higher than the $35,215 average annual salary of an associate customer service representative.

The top three skills for a customer retention representative include customer service, outbound calls and bundling. The most important skills for an associate customer service representative are patients, outbound calls, and customer inquiries.

Customer retention representative vs associate customer service representative overview

	Customer Retention Representative	Associate Customer Service Representative
Yearly salary	$41,084	$35,215
Hourly rate	$19.75	$16.93
Growth rate	-4%	-4%
Number of jobs	188,600	199,751
Job satisfaction	-	-
Most common degree	Bachelor's Degree, 41%	Bachelor's Degree, 35%
Average age	40	40
Years of experience	12	12

What does a customer retention representative do?

A customer retention specialist helps an organization build relationships with existing clients. Their primarily job is to develop programs and strategies to strengthen customer loyalty and communicate directly with clients to assist them with their needs, which may involve answering inquiries, discussing product or service specifications, providing price quotes, troubleshooting issues, or giving instructions. They may also negotiate contracts, give discounts, and offer customers incentives.

What does an associate customer service representative do?

An associate customer service representative is responsible for providing high customer service by assisting customers on their inquiries and concerns, as well as resolving and escalating high-level complaints to the supervisor or tenured customer service representative. Associate customer service representatives also process orders and payments from the customers, replacing defective items, and issuing refunds as needed. They must have excellent communication and organizational skills, especially on handling data processing procedures to the database for reference to customer concerns.

Customer retention representative vs associate customer service representative salary

Customer retention representatives and associate customer service representatives have different pay scales, as shown below.

	Customer Retention Representative	Associate Customer Service Representative
Average salary	$41,084	$35,215
Salary range	Between $20,000 And $83,000	Between $26,000 And $46,000
Highest paying City	Phoenix, AZ	Washington, DC
Highest paying state	California	Massachusetts
Best paying company	Torchmark	Deutsche Bank
Best paying industry	-	Finance

Differences between customer retention representative and associate customer service representative education

There are a few differences between a customer retention representative and an associate customer service representative in terms of educational background:

	Customer Retention Representative	Associate Customer Service Representative
Most common degree	Bachelor's Degree, 41%	Bachelor's Degree, 35%
Most common major	Business	Business
Most common college	-	-

Customer retention representative vs associate customer service representative demographics

Here are the differences between customer retention representatives' and associate customer service representatives' demographics:

	Customer Retention Representative	Associate Customer Service Representative
Average age	40	40
Gender ratio	Male, 45.7% Female, 54.3%	Male, 35.1% Female, 64.9%
Race ratio	Black or African American, 10.9% Unknown, 5.5% Hispanic or Latino, 18.4% Asian, 6.0% White, 58.4% American Indian and Alaska Native, 0.8%	Black or African American, 12.2% Unknown, 5.5% Hispanic or Latino, 21.0% Asian, 6.4% White, 54.2% American Indian and Alaska Native, 0.8%
LGBT Percentage	7%	7%

Differences between customer retention representative and associate customer service representative duties and responsibilities

Customer retention representative example responsibilities.

Manage and plan escalations; assure HIPPA guidelines are followed for confidentially and privacy.
Interact via phone to retain existing customers and prevent disconnection while upselling core products including video, data, and phone.
Assist patients by responding to billing questions and concerns, and solicit necessary demographic insurance/coding information to insure correct claim submission.
Retain Comcast customers via a variety of means available.
Retain Comcast subscriptions by surveying consumer need and concerns thru lengthy interactions.
Provide hands-on management and administrative support services essential to day-to-day operations of the MVA.

Associate customer service representative example responsibilities.

Lead and train a group of 3+ CSRs at a time, are responsible for making change and maintaining the till.
Assist as a cashier handling money, checks, and credit card transactions on company's POS system.
Operate POS cash register, maintain thorough knowledge of store merchandise and responsible for cross selling JC Penney credit card.
Audit CSRs final work for errors in the data entry portion so that billing information to providers & veterans are accurate.
Mail updated information to patients and providers regarding benefit changes.
Perform computer record searches; verify merchandise warranty and relay information to internal leadership.

Customer retention representative vs associate customer service representative skills

Common customer retention representative skills

Customer Service, 13%
Outbound Calls, 8%
Bundling, 7%
Troubleshoot, 7%
Update Customer Accounts, 6%
Marketing Campaigns, 6%

Common associate customer service representative skills

Patients, 16%
Outbound Calls, 14%
Customer Inquiries, 7%
Customer Complaints, 7%
Inbound Calls, 6%
Customer Service, 5%

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Customer Retention Representative
Customer Retention Representative vs Associate Customer Service Representative

Updated January 8, 2025

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