Customer retention representative vs senior customer service representative

The differences between customer retention representatives and senior 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 a senior customer service representative. Additionally, a customer retention representative has an average salary of $41,084, which is higher than the $35,008 average annual salary of a senior customer service representative.

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

Customer retention representative vs senior customer service representative overview

	Customer Retention Representative	Senior Customer Service Representative
Yearly salary	$41,084	$35,008
Hourly rate	$19.75	$16.83
Growth rate	-4%	-4%
Number of jobs	188,600	187,517
Job satisfaction	-	-
Most common degree	Bachelor's Degree, 41%	Bachelor's Degree, 46%
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 senior customer service representative do?

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.

Customer retention representative vs senior customer service representative salary

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

	Customer Retention Representative	Senior Customer Service Representative
Average salary	$41,084	$35,008
Salary range	Between $20,000 And $83,000	Between $28,000 And $42,000
Highest paying City	Phoenix, AZ	Oxnard, CA
Highest paying state	California	Massachusetts
Best paying company	Torchmark	Bayer
Best paying industry	-	Technology

Differences between customer retention representative and senior customer service representative education

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

	Customer Retention Representative	Senior Customer Service Representative
Most common degree	Bachelor's Degree, 41%	Bachelor's Degree, 46%
Most common major	Business	Business
Most common college	-	-

Customer retention representative vs senior customer service representative demographics

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

	Customer Retention Representative	Senior Customer Service Representative
Average age	40	40
Gender ratio	Male, 45.7% Female, 54.3%	Male, 28.9% Female, 71.1%
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, 19.9% Asian, 7.0% White, 55.5% American Indian and Alaska Native, 0.7%
LGBT Percentage	7%	7%

Differences between customer retention representative and senior 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.

Senior customer service representative example responsibilities.

Manage and verify accuracy of payments, wires, and ACH transactions for payroll and distributions.
Interact extensively with customers to achieve timely issue resolution while maintaining high standards for dock organization and cleanliness.
Assist as a cashier handling money, checks, and credit card transactions on company's POS system when need.
Research and correct contribution and distribution forms for IRS.
Install and maintain teletypes, daisy wheel and dot matrix printers, and modems.
Follow FDA regulations for record keeping of all oxygen from source to end user.

Customer retention representative vs senior 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 senior customer service representative skills

Outbound Calls, 6%
Windows, 5%
Customer Inquiries, 5%
Product Knowledge, 4%
Quality Standards, 4%
Customer Satisfaction, 4%

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Customer Retention Representative
Customer Retention Representative vs Senior Customer Service Representative

Updated January 8, 2025

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