Customer retention representative vs service representative

The differences between customer retention representatives and 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 service representative. Additionally, a customer retention representative has an average salary of $41,084, which is higher than the $33,692 average annual salary of a service representative.

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

Customer retention representative vs service representative overview

	Customer Retention Representative	Service Representative
Yearly salary	$41,084	$33,692
Hourly rate	$19.75	$16.20
Growth rate	-4%	-4%
Number of jobs	188,600	210,671
Job satisfaction	-	5
Most common degree	Bachelor's Degree, 41%	Bachelor's Degree, 51%
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 service representative do?

Service representatives handle customer inquiries, requests, complaints, and other general feedback. They are usually the first point of contact with the company's customers. Service representatives are expected to be familiar with all of the company's products so that they can answer all inquiries made by the customers. They should also be familiar with company policies and guidelines on sales and customer handling so that they can address concerns and feedback. They are usually the ones who try to resolve customer complaints by sending issues to applicable departments and ensuring that customers are satisfied with the company's products and services.

Customer retention representative vs service representative salary

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

	Customer Retention Representative	Service Representative
Average salary	$41,084	$33,692
Salary range	Between $20,000 And $83,000	Between $24,000 And $45,000
Highest paying City	Phoenix, AZ	New York, NY
Highest paying state	California	New York
Best paying company	Torchmark	Northern Trust
Best paying industry	-	Government

Differences between customer retention representative and service representative education

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

	Customer Retention Representative	Service Representative
Most common degree	Bachelor's Degree, 41%	Bachelor's Degree, 51%
Most common major	Business	Business
Most common college	-	-

Customer retention representative vs service representative demographics

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

	Customer Retention Representative	Service Representative
Average age	40	40
Gender ratio	Male, 45.7% Female, 54.3%	Male, 39.6% Female, 60.4%
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, 11.0% Unknown, 5.3% Hispanic or Latino, 20.6% Asian, 6.8% White, 55.7% American Indian and Alaska Native, 0.7%
LGBT Percentage	7%	7%

Differences between customer retention representative and 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.

Service representative example responsibilities.

Utilize QuickBooks to manage patient's payment for hearing aids and various equipment.
Join online marketplace specializing in local deals to manage customer engagements while providing industry-best service.
Manage customer relations with internal personnel, group administrators, brokers and members as related to Medicare insurance.
Involve great interpersonal skills and upselling.
Provide excellent customer service via ZenDesk e-mail platform.
Counsele individuals who are applying for or receiving TANF.

Customer retention representative vs 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 service representative skills

Customer Service, 9%
Client Service, 8%
Patients, 7%
PET, 5%
Front Desk, 5%
Veterans, 5%

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

Updated January 8, 2025

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