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The differences between customer service agents and customer service representative managers 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 service agent and a customer service representative manager. Additionally, a customer service representative manager has an average salary of $32,048, which is higher than the $29,598 average annual salary of a customer service agent.
The top three skills for a customer service agent include check-in, reservations and inbound calls. The most important skills for a customer service representative manager are PET, payroll, and customer satisfaction.
| Customer Service Agent | Customer Service Representative Manager | |
| Yearly salary | $29,598 | $32,048 |
| Hourly rate | $14.23 | $15.41 |
| Growth rate | -4% | -4% |
| Number of jobs | 219,115 | 147,039 |
| Job satisfaction | 5 | - |
| Most common degree | Bachelor's Degree, 34% | Bachelor's Degree, 37% |
| Average age | 40 | 40 |
| Years of experience | 12 | 12 |
Customer service agents are employees assigned to answer incoming calls to their company's service hotline. They are equipped with proper training on company products and policies so that they can assist customers. Agents answer customer's inquiries, guide them through steps that they may need to take, and take note of customer complaints. For unsatisfied customers, agents try their best to resolve the concerns or transfer the complaints to related departments. They also try to mitigate any problems that may arise. Customer service agents should be patient, and should also have good communication and problem-solving skills.
A customer service representative manager is responsible for ensuring customers' satisfaction by addressing their needs and managing their complaints about goods and services offered by the company. A customer service manager monitors staff performance, trains new customer service staff, implements strategic procedures to assist customers, allocates the department's budget and resources, creates loyalty programs, and sets customer service operations goals. A customer service representative manager must display outstanding communication and leadership skills to oversee daily operations and maintain a good reputation for the company.
Customer service agents and customer service representative managers have different pay scales, as shown below.
| Customer Service Agent | Customer Service Representative Manager | |
| Average salary | $29,598 | $32,048 |
| Salary range | Between $23,000 And $37,000 | Between $25,000 And $41,000 |
| Highest paying City | Boston, MA | San Jose, CA |
| Highest paying state | Alaska | California |
| Best paying company | Uline | First Book |
| Best paying industry | Technology | Finance |
There are a few differences between a customer service agent and a customer service representative manager in terms of educational background:
| Customer Service Agent | Customer Service Representative Manager | |
| Most common degree | Bachelor's Degree, 34% | Bachelor's Degree, 37% |
| Most common major | Business | Business |
| Most common college | - | - |
Here are the differences between customer service agents' and customer service representative managers' demographics:
| Customer Service Agent | Customer Service Representative Manager | |
| Average age | 40 | 40 |
| Gender ratio | Male, 35.5% Female, 64.5% | Male, 34.8% Female, 65.2% |
| Race ratio | Black or African American, 11.8% Unknown, 5.7% Hispanic or Latino, 21.0% Asian, 6.8% White, 54.0% American Indian and Alaska Native, 0.8% | Black or African American, 11.8% Unknown, 5.3% Hispanic or Latino, 20.2% Asian, 6.2% White, 55.8% American Indian and Alaska Native, 0.7% |
| LGBT Percentage | 7% | 7% |