Customer retention representative vs support representative

The differences between customer retention representatives and 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 support representative. Additionally, a customer retention representative has an average salary of $41,084, which is higher than the $33,372 average annual salary of a support representative.

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

Customer retention representative vs support representative overview

	Customer Retention Representative	Support Representative
Yearly salary	$41,084	$33,372
Hourly rate	$19.75	$16.04
Growth rate	-4%	-4%
Number of jobs	188,600	246,710
Job satisfaction	-	4
Most common degree	Bachelor's Degree, 41%	Bachelor's Degree, 52%
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 support representative do?

The primary job of technical support representatives is to answer incoming calls and resolve customer problems or complaints related to computer hardware and software. They typically work in team environments and report directly to the technical department manager. Aside from answering phone calls, they also maintain the solutions database and respond to online chat requests and technical support emails. A successful technical support representative should have an in-depth knowledge of diagnosing and fixing computer problems, customer service skills, and problem-solving skills.

Customer retention representative vs support representative salary

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

	Customer Retention Representative	Support Representative
Average salary	$41,084	$33,372
Salary range	Between $20,000 And $83,000	Between $26,000 And $42,000
Highest paying City	Phoenix, AZ	Santa Barbara, CA
Highest paying state	California	Alaska
Best paying company	Torchmark	Accenture
Best paying industry	-	Technology

Differences between customer retention representative and support representative education

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

	Customer Retention Representative	Support Representative
Most common degree	Bachelor's Degree, 41%	Bachelor's Degree, 52%
Most common major	Business	Business
Most common college	-	-

Customer retention representative vs support representative demographics

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

	Customer Retention Representative	Support Representative
Average age	40	40
Gender ratio	Male, 45.7% Female, 54.3%	Male, 44.4% Female, 55.6%
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, 11.5% Unknown, 5.4% Hispanic or Latino, 19.6% Asian, 7.0% White, 55.8% American Indian and Alaska Native, 0.7%
LGBT Percentage	7%	7%

Differences between customer retention representative and 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.

Support representative example responsibilities.

Educate veterans and the college community on veteran's benefits and academic requirements need to accomplish academic goals.
Follow approved patient care algorithms to ensure patients receive quality care post surgically, while abiding by HIPAA regulations.
Maintain personal patient information while following HIPAA regulations.
Document department procedures; some convert into PowerPoint presentations.
Follow all current Medicare, Medicaid regulations and requirements to ensure continual compliance.
Provide hospital patients with assistance in obtaining proper medical coverage to cover medical expenses.

Customer retention representative vs 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 support representative skills

Patients, 10%
Customer Service, 8%
Troubleshoot, 8%
Data Entry, 8%
Technical Support, 7%
Phone Calls, 6%

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

Updated January 8, 2025

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