Customer retention representative vs customer support representative

The differences between customer retention representatives and customer support 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 support representative. Additionally, a customer retention representative has an average salary of $41,084, which is higher than the $37,404 average annual salary of a customer support representative.

The top three skills for a customer retention representative include customer service, outbound calls and bundling. The most important skills for a customer support representative are technical support, windows, and customer inquiries.

Customer retention representative vs customer support representative overview

	Customer Retention Representative	Customer Support Representative
Yearly salary	$41,084	$37,404
Hourly rate	$19.75	$17.98
Growth rate	-4%	-4%
Number of jobs	188,600	243,140
Job satisfaction	-	-
Most common degree	Bachelor's Degree, 41%	Bachelor's Degree, 50%
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 support representative do?

A customer support representative is responsible for answering calls and correspondence, providing customer assistance in various technical issues, concerns, or difficulties. There are also instances when they must make calls to follow-up on the issues, or even sell products and services. Most of the time, a customer support representative has a certain quota to reach and works under a manager's supervision. Furthermore, it is essential to keep accurate records and report to managers or supervisors should there be any problems.

Customer retention representative vs customer support representative salary

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

	Customer Retention Representative	Customer Support Representative
Average salary	$41,084	$37,404
Salary range	Between $20,000 And $83,000	Between $29,000 And $47,000
Highest paying City	Phoenix, AZ	Boston, MA
Highest paying state	California	Alaska
Best paying company	Torchmark	University of California, Berkeley
Best paying industry	-	Finance

Differences between customer retention representative and customer support representative education

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

	Customer Retention Representative	Customer Support Representative
Most common degree	Bachelor's Degree, 41%	Bachelor's Degree, 50%
Most common major	Business	Business
Most common college	-	-

Customer retention representative vs customer support representative demographics

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

	Customer Retention Representative	Customer Support Representative
Average age	40	40
Gender ratio	Male, 45.7% Female, 54.3%	Male, 47.0% Female, 53.0%
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, 10.9% Unknown, 5.5% Hispanic or Latino, 20.1% Asian, 7.3% White, 55.4% American Indian and Alaska Native, 0.8%
LGBT Percentage	7%	7%

Differences between customer retention representative and customer support 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 support representative example responsibilities.

Manage customer relationships using company CRM system, deliver post sales training on system, and offer additional assistance as needed.
Manage software maintenance renewal partner and assist with upselling additional and higher functionality licenses to increase revenue.
Coordinate and escalate efforts with adjacent operations and engineering groups to offer end-to-end solutions for customers with complex technical issues.
Track and measure all activity demonstrating the impact of CRR involvement.
Act as technical liaison and sell product into Telco and LAN markets.
Support internal users regarding installation of hardware, software and other windows application issues.

Customer retention representative vs customer support 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 support representative skills

Technical Support, 10%
Windows, 8%
Customer Inquiries, 6%
Data Entry, 6%
Customer Support, 4%
Work Ethic, 4%

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Customer Retention Representative
Customer Retention Representative vs Customer Support Representative

Updated January 8, 2025

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