Customer retention representative vs phone representative

The differences between customer retention representatives and phone 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 phone representative. Additionally, a phone representative has an average salary of $42,827, which is higher than the $41,084 average annual salary of a customer retention representative.

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

Customer retention representative vs phone representative overview

	Customer Retention Representative	Phone Representative
Yearly salary	$41,084	$42,827
Hourly rate	$19.75	$20.59
Growth rate	-4%	-4%
Number of jobs	188,600	222,650
Job satisfaction	-	-
Most common degree	Bachelor's Degree, 41%	High School Diploma, 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 phone representative do?

A Phone Representative answers customer calls, complaints, and inquiries professionally. They handle and resolve customer complaints related to its services/products and product/service sales. Besides processing applications, orders, and forms requested by customers, Phone Representatives also update customers about the products/services information. These professionals record customer complaints, inquiries, feedback, and actions taken. They develop and maintain mutually beneficial and professional relationships with each customer. Moreover, they create and maintain cordial relationships with all new customers.

Customer retention representative vs phone representative salary

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

	Customer Retention Representative	Phone Representative
Average salary	$41,084	$42,827
Salary range	Between $20,000 And $83,000	Between $26,000 And $68,000
Highest paying City	Phoenix, AZ	Norco, CA
Highest paying state	California	California
Best paying company	Torchmark	Press Ganey
Best paying industry	-	Health Care

Differences between customer retention representative and phone representative education

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

	Customer Retention Representative	Phone Representative
Most common degree	Bachelor's Degree, 41%	High School Diploma, 37%
Most common major	Business	Business
Most common college	-	-

Customer retention representative vs phone representative demographics

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

	Customer Retention Representative	Phone Representative
Average age	40	40
Gender ratio	Male, 45.7% Female, 54.3%	Male, 34.6% Female, 65.4%
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, 10.0% Unknown, 5.2% Hispanic or Latino, 20.1% Asian, 5.5% White, 58.5% American Indian and Alaska Native, 0.7%
LGBT Percentage	7%	7%

Differences between customer retention representative and phone 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.

Phone representative example responsibilities.

Conduct telephone sales and interviews, compile and enter information into database, manage documents and insure customer satisfaction.
Provide status of medical claims and explain EOB's.
Research and resolve incorrect payments, EOB rejections and other issues with accounts.
Answer inbound provider calls to help with billing Medicaid claims and benefits and eligibility issues.
Update alumni on current happenings in university life and act as a liaison between past and current students.
Contact hundreds of alumni and their families by telephone and raise thousands of dollars to improve school facilities and maintain school grounds

Customer retention representative vs phone 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 phone representative skills

Customer Service, 27%
Outbound Calls, 13%
Telephone Calls, 7%
Inbound Phone Calls, 7%
Troubleshoot, 6%
Computer System, 3%

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

Updated January 8, 2025

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