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The differences between customer service representative managers and customer service leaders can be seen in a few details. Each job has different responsibilities and duties. While it typically takes 6-12 months to become a customer service representative manager, becoming a customer service leader takes usually requires 4-6 years. Additionally, a customer service leader has an average salary of $33,791, which is higher than the $32,048 average annual salary of a customer service representative manager.
The top three skills for a customer service representative manager include PET, payroll and customer satisfaction. The most important skills for a customer service leader are POS, sales floor, and store management.
| Customer Service Representative Manager | Customer Service Leader | |
| Yearly salary | $32,048 | $33,791 |
| Hourly rate | $15.41 | $16.25 |
| Growth rate | -4% | -4% |
| Number of jobs | 147,039 | 301,338 |
| Job satisfaction | - | - |
| Most common degree | Bachelor's Degree, 37% | Bachelor's Degree, 39% |
| Average age | 40 | 47 |
| Years of experience | 12 | 6 |
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.
A customer service leader is responsible for managing a group of customer service staff to provide the best customer service for the company's clients, ensuring immediate action and resolution for all their inquiries and concerns. Customer service leaders regularly offer coaching opportunities for the team, identify their challenges, and provide strategic procedures to improve their interaction with the customers. They also help senior management search for business opportunities that would drive more revenue for the company and achieve profitability goals.
Customer service representative managers and customer service leaders have different pay scales, as shown below.
| Customer Service Representative Manager | Customer Service Leader | |
| Average salary | $32,048 | $33,791 |
| Salary range | Between $25,000 And $41,000 | Between $27,000 And $41,000 |
| Highest paying City | San Jose, CA | Tacoma, WA |
| Highest paying state | California | Washington |
| Best paying company | First Book | University of California, Berkeley |
| Best paying industry | Finance | Transportation |
There are a few differences between a customer service representative manager and a customer service leader in terms of educational background:
| Customer Service Representative Manager | Customer Service Leader | |
| Most common degree | Bachelor's Degree, 37% | Bachelor's Degree, 39% |
| Most common major | Business | Business |
| Most common college | - | California State University - Bakersfield |
Here are the differences between customer service representative managers' and customer service leaders' demographics:
| Customer Service Representative Manager | Customer Service Leader | |
| Average age | 40 | 47 |
| Gender ratio | Male, 34.8% Female, 65.2% | Male, 32.9% Female, 67.1% |
| Race ratio | 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% | Black or African American, 10.6% Unknown, 4.7% Hispanic or Latino, 18.9% Asian, 5.3% White, 59.9% American Indian and Alaska Native, 0.6% |
| LGBT Percentage | 7% | 8% |