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The differences between customer service analysts and senior customer service representatives can be seen in a few details. Each job has different responsibilities and duties. While it typically takes 1-2 years to become a customer service analyst, becoming a senior customer service representative takes usually requires 6-12 months. Additionally, a customer service analyst has an average salary of $45,169, which is higher than the $35,008 average annual salary of a senior customer service representative.
The top three skills for a customer service analyst include SQL, data analysis and powerpoint. The most important skills for a senior customer service representative are outbound calls, windows, and customer inquiries.
| Customer Service Analyst | Senior Customer Service Representative | |
| Yearly salary | $45,169 | $35,008 |
| Hourly rate | $21.72 | $16.83 |
| Growth rate | 10% | -4% |
| Number of jobs | 151,770 | 187,517 |
| Job satisfaction | - | - |
| Most common degree | Bachelor's Degree, 58% | Bachelor's Degree, 46% |
| Average age | 42 | 40 |
| Years of experience | 2 | 12 |
A customer service analyst's role is to conduct research and analysis on the customer service processes, ensuring profitability and efficiency. Their responsibilities revolve around devising strategies to improve performances and services, identifying consumer needs and opportunities, and maintaining records and databases. A customer service analyst may also respond to calls and inquiries, arrange schedules, and address concerns and issues, resolving them promptly and professionally. Furthermore, it is essential to coordinate with different departments, all while implementing the company's policies and regulations.
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 service analysts and senior customer service representatives have different pay scales, as shown below.
| Customer Service Analyst | Senior Customer Service Representative | |
| Average salary | $45,169 | $35,008 |
| Salary range | Between $25,000 And $79,000 | Between $28,000 And $42,000 |
| Highest paying City | New York, NY | Oxnard, CA |
| Highest paying state | New York | Massachusetts |
| Best paying company | Citi | Bayer |
| Best paying industry | Finance | Technology |
There are a few differences between a customer service analyst and a senior customer service representative in terms of educational background:
| Customer Service Analyst | Senior Customer Service Representative | |
| Most common degree | Bachelor's Degree, 58% | Bachelor's Degree, 46% |
| Most common major | Business | Business |
| Most common college | Stanford University | - |
Here are the differences between customer service analysts' and senior customer service representatives' demographics:
| Customer Service Analyst | Senior Customer Service Representative | |
| Average age | 42 | 40 |
| Gender ratio | Male, 37.1% Female, 62.9% | Male, 28.9% Female, 71.1% |
| Race ratio | Black or African American, 11.7% Unknown, 5.4% Hispanic or Latino, 16.1% Asian, 10.5% White, 55.9% American Indian and Alaska Native, 0.4% | 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 | 11% | 7% |