Customer retention representative vs customer care representative

The differences between customer retention representatives and customer care 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 a customer care representative. Additionally, a customer retention representative has an average salary of $41,084, which is higher than the $32,912 average annual salary of a customer care representative.

The top three skills for a customer retention representative include customer service, outbound calls and bundling. The most important skills for a customer care representative are customer care, customer service, and work ethic.

Customer retention representative vs customer care representative overview

	Customer Retention Representative	Customer Care Representative
Yearly salary	$41,084	$32,912
Hourly rate	$19.75	$15.82
Growth rate	-4%	-4%
Number of jobs	188,600	214,835
Job satisfaction	-	-
Most common degree	Bachelor's Degree, 41%	Bachelor's Degree, 37%
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 a customer care representative do?

A customer care representative is responsible for providing resolution with the customer's concerns, following the business' procedures and strategic processes. Customer care representatives must have exceptional customer service skills to address their clients' concerns efficiently and accurately, as well as having extensive knowledge of the products and services their company offer. Duties of a customer care representative also include managing client's complaints, offering alternative products and refunds as needed, calculating fees for special requests, updating customer's account information, documenting actions taken, and escalating special case concerns to the supervisor.

Customer retention representative vs customer care representative salary

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

	Customer Retention Representative	Customer Care Representative
Average salary	$41,084	$32,912
Salary range	Between $20,000 And $83,000	Between $26,000 And $40,000
Highest paying City	Phoenix, AZ	Urban Honolulu, HI
Highest paying state	California	Hawaii
Best paying company	Torchmark	Philadelphia Corporation for Aging
Best paying industry	-	Automotive

Differences between customer retention representative and customer care representative education

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

	Customer Retention Representative	Customer Care Representative
Most common degree	Bachelor's Degree, 41%	Bachelor's Degree, 37%
Most common major	Business	Business
Most common college	-	-

Customer retention representative vs customer care representative demographics

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

	Customer Retention Representative	Customer Care Representative
Average age	40	40
Gender ratio	Male, 45.7% Female, 54.3%	Male, 32.0% Female, 68.0%
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, 11.7% Unknown, 5.3% Hispanic or Latino, 20.0% Asian, 6.5% White, 55.8% American Indian and Alaska Native, 0.7%
LGBT Percentage	7%	7%

Differences between customer retention representative and customer care 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.

Customer care representative example responsibilities.

Manage and plan escalations; assure HIPPA guidelines are followed for confidentially and privacy.
Answer incoming calls from clients, ATP's, therapists, and medical offices.
Maintain schedules for multiples ATP's and technicians to assist clients with scheduling therapy evaluations, and delivery of equipment.
Design a web-base CRM tool integrate with many other systems to provide technicians one-page panel the most relevant information and actions.
Navigate windows environment and comprehend technical information.
Used multiple navigation windows while changing account information and processing orders.

Customer retention representative vs customer care 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 customer care representative skills

Customer Care, 21%
Customer Service, 9%
Work Ethic, 7%
Strong Work Ethic, 7%
Data Entry, 4%
Excellent Organizational, 4%

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Office and Administrative Industry
Customer Retention Representative
Customer Retention Representative vs Customer Care Representative

Updated January 8, 2025

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