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The differences between customer service analysts and senior customer service specialists 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 specialist takes usually requires 6-12 months. Additionally, a customer service analyst has an average salary of $45,169, which is higher than the $35,466 average annual salary of a senior customer service specialist.
The top three skills for a customer service analyst include SQL, data analysis and powerpoint. The most important skills for a senior customer service specialist are client facing, customer support, and inbound calls.
| Customer Service Analyst | Senior Customer Service Specialist | |
| Yearly salary | $45,169 | $35,466 |
| Hourly rate | $21.72 | $17.05 |
| Growth rate | 10% | -4% |
| Number of jobs | 151,770 | 219,308 |
| Job satisfaction | - | - |
| Most common degree | Bachelor's Degree, 58% | Bachelor's Degree, 50% |
| 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.
Senior Customer Service Specialists perform directly around customers in a company. They are typically needed to answer customers' requests, respond to an inquiry, and resolve issues and complaints. Their duties may include data entry, file keeping, and general paperwork. Also, they supervise some representatives, monitor their progress, and serve as their mentors. Candidates for the position must have strong communication skills, analytical, and computer savvy. Additionally, they must possess relevant experience as a junior customer service representative and have excellent leadership skills.
Customer service analysts and senior customer service specialists have different pay scales, as shown below.
| Customer Service Analyst | Senior Customer Service Specialist | |
| Average salary | $45,169 | $35,466 |
| Salary range | Between $25,000 And $79,000 | Between $29,000 And $41,000 |
| Highest paying City | New York, NY | - |
| Highest paying state | New York | - |
| Best paying company | Citi | - |
| Best paying industry | Finance | - |
There are a few differences between a customer service analyst and a senior customer service specialist in terms of educational background:
| Customer Service Analyst | Senior Customer Service Specialist | |
| Most common degree | Bachelor's Degree, 58% | Bachelor's Degree, 50% |
| Most common major | Business | Business |
| Most common college | Stanford University | - |
Here are the differences between customer service analysts' and senior customer service specialists' demographics:
| Customer Service Analyst | Senior Customer Service Specialist | |
| Average age | 42 | 40 |
| Gender ratio | Male, 37.1% Female, 62.9% | Male, 30.7% Female, 69.3% |
| 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, 11.4% Unknown, 5.4% Hispanic or Latino, 19.8% Asian, 7.6% White, 55.1% American Indian and Alaska Native, 0.7% |
| LGBT Percentage | 11% | 7% |