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The differences between customer service experts and customer 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 service expert and a customer service representative. Additionally, a customer service expert has an average salary of $99,957, which is higher than the $32,260 average annual salary of a customer service representative.
The top three skills for a customer service expert include cleanliness, customer service and reservations. The most important skills for a customer service representative are cleanliness, POS, and data entry.
A customer service expert is responsible for providing excellent customer by responding to the customers' inquiries and concerns regarding the goods and services the company offers. Customer service experts also handle and escalate high-level complaints, processing order replacements, and issuing refunds as needed. They check customer accounts, resolve billing issues, and monitor product delivery details. A customer service expert must have excellent communication and organizational skills, especially the knowledge of sales techniques, to sell services that would increase the company's revenues and profitability.
Customer service representatives are the first point of contact of the customers, acting as the frontiers of the company and help in driving customer loyalty and retention by leaving a great impression and resolving all of their concerns. They accommodate customer queries by providing useful and comprehensive information about any products or services. Some would use that as an opportunity to market and promote more sales. The most challenging issues they use to handle are customer complaints and processing of refunds and returns. They also assist in basic troubleshooting or accounts and payment setup with the use of specific guidelines or step by step procedures. At most, they help and solve customer issues on their own, but sometimes they would need support from supervisors or other departments.
Customer service experts and customer service representatives have different pay scales, as shown below.
| Customer Service Expert | Customer Service Representative | |
| Average salary | $99,957 | $32,260 |
| Salary range | Between $57,000 And $173,000 | Between $25,000 And $41,000 |
| Highest paying City | San Francisco, CA | Des Moines, WA |
| Highest paying state | California | Washington |
| Best paying company | SAP | Oracle |
| Best paying industry | - | Insurance |
There are a few differences between a customer service expert and a customer service representative in terms of educational background:
| Customer Service Expert | Customer Service Representative | |
| Most common degree | Bachelor's Degree, 41% | High School Diploma, 33% |
| Most common major | Business | Business |
| Most common college | - | - |
Here are the differences between customer service experts' and customer service representatives' demographics:
| Customer Service Expert | Customer Service Representative | |
| Average age | 40 | 40 |
| Gender ratio | Male, 42.6% Female, 57.4% | Male, 30.5% Female, 69.5% |
| Race ratio | Black or African American, 11.6% Unknown, 5.6% Hispanic or Latino, 19.4% Asian, 6.5% White, 56.1% American Indian and Alaska Native, 0.8% | Black or African American, 11.6% Unknown, 5.2% Hispanic or Latino, 21.2% Asian, 6.3% White, 55.0% American Indian and Alaska Native, 0.7% |
| LGBT Percentage | 7% | 7% |