How to hire a customer service senior associate

How to hire a customer service senior associate, step by step

Here's a step-by-step customer service senior associate hiring guide:

• Step 1: Identify your hiring needs
• Step 2: Create an ideal candidate profile
• Step 3: Make a budget
• Step 4: Write a customer service senior associate job description
• Step 5: Post your job
• Step 6: Interview candidates
• Step 7: Send a job offer and onboard your new customer service senior associate
• Step 8: Go through the hiring process checklist

What does a customer service senior associate do?

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1. Identify your hiring needs

   Before you start hiring a customer service senior associate, identify what type of worker you actually need. Certain positions might call for a full-time employee, while others can be done by a part-time worker or contractor.

   Determine employee vs contractor status

   Is the person you're thinking of hiring a US citizen or green card holder?

   Yes

   No

   A customer service senior associate's background is also an important factor in determining whether they'll be a good fit for the position. For example, customer service senior associates from different industries or fields will have radically different experiences and will bring different viewpoints to the role. You also need to consider the candidate's previous level of experience to make sure they'll be comfortable with the job's level of seniority.

   Here's a comparison of customer service senior associate salaries for various roles:

   Type of Customer Service Senior Associate	Description	Hourly rate
   Customer Service Senior Associate	Customer service representatives interact with customers to handle complaints, process orders, and provide information about an organization’s products and services.	$10-45
   Service Lead	A service lead is a professional who manages a team of customer service staff members to support a company's customer service activities. Service leads help staff members respond directly to customers who need assistance through phone calls or emails and provide a quick resolution to the issues and concerns... Show more	$23-68
   Customer Service Representative Manager	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... Show more	$12-19

   Show more

2. Create an ideal candidate profile

   Common skills:

   • Data Entry
   • Customer Service Associates
   • Customer Inquiries
   • Customer Calls
   • Financial Transactions
   • Customer Complaints
   • Inbound Calls
   • Customer Transactions
   • Sales Floor
   • ATM
   • Product Knowledge
   • Account Maintenance
   • Bank Products
   • Customer Expectations

   Check all skills

   Responsibilities:

   • Interact extensively with customers to achieve timely issue resolution while maintaining high standards for dock organization and cleanliness.
   • Communicate with center leadership and corporate customers any observe performance gaps; tracking and analyzing compliance to call center service standards.
   • Receive and process payments on POS system and MPOS systems.
   • Answer incoming calls on multi-line phones from providers, insures, and retirees with and without Medicare.
   • Research and resolve patient inquiries concerning Medicare coverage.
   • Help troubleshoot when technical problems arouse.

   More customer service senior associate duties

3. Make a budget

   Including a salary range in your customer service senior associate job description is one of the best ways to attract top talent. A customer service senior associate can vary based on:

   • Location. For example, customer service senior associates' average salary in idaho is 63% less than in district of columbia.
   • Seniority. Entry-level customer service senior associates 78% less than senior-level customer service senior associates.
   • Certifications. A customer service senior associate with certifications usually earns a higher salary.
   • Company. Working for an established firm or a new start-up company can make a big difference in a customer service senior associate's salary.

   Average customer service senior associate salary

   $45,025yearly

   $21.65 hourly rate

   ---

   Entry-level customer service senior associate salary

   $21,000 yearly salary

   Updated December 5, 2025

   Average customer service senior associate salary by state

   Rank	State	Avg. salary	Hourly rate
   1	District of Columbia	$85,546	$41
   2	Maryland	$82,498	$40
   3	Pennsylvania	$73,866	$36
   4	Massachusetts	$73,469	$35
   5	New York	$71,133	$34
   6	Connecticut	$67,867	$33
   7	California	$65,129	$31
   8	North Carolina	$57,600	$28
   9	Texas	$55,259	$27
   10	Tennessee	$48,962	$24
   11	Hawaii	$48,938	$24
   12	Indiana	$47,267	$23
   13	Florida	$46,356	$22
   14	Illinois	$43,505	$21
   15	Minnesota	$42,586	$20
   16	Arizona	$42,368	$20
   17	Georgia	$42,250	$20
   18	Missouri	$40,990	$20
   19	Nebraska	$34,283	$16
   20	Colorado	$32,144	$15

   Average customer service senior associate salary by company

   Company

   Rank	Company	Average salary	Hourly rate	Job openings
   1	Nebraska Medicine	$135,150	$64.98	6
   2	THE CENTECH GROUP	$118,472	$56.96
   3	Bechtel Corporation	$100,435	$48.29	7
   4	Pwc	$95,119	$45.73	88
   5	Fidelity National Information Solutions	$93,102	$44.76	4
   6	LendingClub	$91,301	$43.89
   7	Bramasol	$85,638	$41.17
   8	Skanska USA Civil Inc	$83,049	$39.93
   9	MUFG EMEA	$81,255	$39.06
   10	KPMG LLP	$79,782	$38.36	14
   11	Skanska	$78,237	$37.61
   12	Prudential Bank	$73,362	$35.27	1
   13	Compassion International	$69,176	$33.26
   14	Cigna	$63,943	$30.74	3
   15	Bausch + Lomb	$62,476	$30.04	12
   16	Monroe County	$49,681	$23.89
   17	Catholic Relief Services	$45,827	$22.03
   18	Par Pacific Holdings	$45,752	$22.00	13
   19	FST Technical Services	$45,568	$21.91
   20	Robert Half	$44,327	$21.31	221

4. Writing a customer service senior associate job description

   A job description for a customer service senior associate role includes a summary of the job's main responsibilities, required skills, and preferred background experience. Including a salary range can also go a long way in attracting more candidates to apply, and showing the first name of the hiring manager can also make applicants more comfortable. As an example, here's a customer service senior associate job description:

   Customer service senior associate job description example

   The Senior Customer Service Associate is responsible to receive and pay out money, and keep records of money and negotiable instruments involved in financial transactions by performing the following duties.
   
   Ensures compliance with established Bank policies and procedures. Demonstrates knowledge of, adherence to, monitoring and responsibility for compliance with state and federal regulations and laws as they pertain to this position including but not limited to the following: GLBA(Gramm-Leach-Briley Act) , Regulation Z (Truth in Lending Act), Regulation DD (Truth in Savings Act) Regulation B (Equal Credit Opportunity Act), Dodd–Frank Wall Street Reform and Consumer Protection Act (Dodd Frank Act), Elder Abuse Laws, Bank Secrecy Act in conjunction with the USA PATRIOT Act, Anti-Money Laundering and Customer Information Program, Right to Financial Privacy Act (state and federal) and Community Reinvestment Act.
   1.May train employees in customer service and banking procedures.
   2.Approves checks for payment.
   3.Examines Customer Service Associates reports of daily transactions for accuracy.
   4.Consolidates and balances daily transactions.
   5.Ensures supply of money for financial institution's needs based on legal requirements and business demand.
   6.May allow customers access to safe deposit boxes, following specified procedures.
   7.Monitors and reviews financial institution's security procedures and control access to vault.
   8.Counts and records currency and coin in vault.
   9.Issues written and oral instructions.
   10.Studies and standardizes procedures to improve efficiency of subordinates.
   11.Prepares composite reports from individual reports of subordinates.
   12.Evaluates needs of potential customers and offers appropriate financial products and services.
   13.Promotes and cross-sells other establishment products and services as appropriate to customer requirements.
   14.Generates new business to assist in meeting establishment profitability goals.
   15.May also provide the bank's customers with personalized banking and new accounts services
   16.Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.
   17.Demonstrates knowledge of and adherence to EEO policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes working environment free of harassment of any type; builds a diverse workforce and supports affirmative action.
   18.Follows policies and procedures; completes tasks correctly and on time; supports the company’s goals and values.
   19.Performs the position safely, without endangering the health or safety to themselves or others and will be expected to report potentially unsafe conditions. The employee shall comply with occupational safety and health standards and all rules, regulations and orders issued pursuant to the OSHA Act of 1970, which are applicable to one’s own actions and conduct.
   20.Performs duties specific to the position and other functions as assigned.
   
   MINIMUM REQUIREMENTS
   These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.
   
   •High school diploma or equivalent; and a minimum of five years Customer Service Associate experience, OR any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.
   •Basic skills in computer terminal and personal computer operation, mainframe computer system, word processing, typing and spreadsheet software programs to meet the needs of the position.
   •Basic math skills; ability to calculate interest, commissions, proportions, and percentages; balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors; compute rate, ratio and percent, including the drafting and interpretation of bar graphs.
   •Exceptional verbal, written and interpersonal communication skills, with the ability to apply common sense to carry out instructions and instruct others, train personnel, write reports, correspondence and procedures, and speak clearly to customers and employees.
   •Thorough understanding of management procedures; ability to plan department or Company activities (setting objectives, developing strategies, budgeting, and developing policies and procedures); initiative to organize various functions necessary to accomplish department or Company activities; effectively staff (selecting, training and developing employees); directing employees towards the desired objectives (delegating, motivating, resolving problems); controlling the function (developing performance standards, measuring results, taking corrective action and rewarding employees as appropriate).
   •Ability to deal with complex problems involving multiple facets and variables in non-standardized situations.
   •Ability to work with no supervision while performing duties.
   •Current driver’s license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities.
   
   We are an Equal Opportunity/Affirmative Action Employer. All applicants will receive consideration for employment without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status, or any other characteristic protected by law. We will consider all qualified applicants regardless of criminal histories, in a manner consistent with the requirements of all applicable state and local laws and regulations. Applicants must be currently authorized to work in the United States for any employer.

   Copy this example

   

5. Post your job

   There are various strategies that you can use to find the right customer service senior associate for your business:

   • Consider promoting from within or recruiting from your existing workforce.
   • Ask for referrals from friends, family members, and current employees.
   • Attend job fairs at local colleges to find candidates who meet your education requirements.
   • Use social media platforms like LinkedIn, Facebook, and Twitter to reach potential job candidates.

   Post your job online:

   • Post your customer service senior associate job on Zippia to find and recruit customer service senior associate candidates who meet your exact specifications.
   • Use field-specific websites.
   • Post a job on free websites.

6. Interview candidates

   Recruiting customer service senior associates requires you to bring your A-game to the interview process. The first interview should introduce the company and the role to the candidate as much as they present their background experience and reasons for applying for the job. During later interviews, you can go into more detail about the technical details of the job and ask behavioral questions to gauge how they'd fit into your current company culture.

   Remember to include a few questions that allow candidates to expand on their strengths in their own words. Asking about their unique skills might reveal things you'd miss otherwise. At this point, good candidates can move on to the technical interview.

   The right interview questions can help you assess a candidate's hard skills, behavioral intelligence, and soft skills.

7. Send a job offer and onboard your new customer service senior associate

   Once you've found the customer service senior associate candidate you'd like to hire, it's time to write an offer letter. This should include an explicit job offer that includes the salary and the details of any other perks. Qualified candidates might be looking at multiple positions, so your offer must be competitive if you like the candidate. Also, be prepared for a negotiation stage, as candidates may way want to tweak the details of your initial offer. Once you've settled on these details, you can draft a contract to formalize your agreement.

   You should also follow up with applicants who don't get the job with an email letting them know that you've filled the position.

   To prepare for the new customer service senior associate first day, you should share an onboarding schedule with them that covers their first period on the job. You should also quickly complete any necessary paperwork, such as employee action forms and onboarding documents like I-9, benefits enrollment, and federal and state tax forms. Finally, Human Resources must ensure a new employee file is created for internal record keeping.

8. Go through the hiring process checklist

   • Determine employee type (full-time, part-time, contractor, etc.)
   • Submit a job requisition form to the HR department
   • Define job responsibilities and requirements
   • Establish budget and timeline
   • Determine hiring decision makers for the role
   • Write job description
   • Post job on job boards, company website, etc.
   • Promote the job internally
   • Process applications through applicant tracking system
   • Review resumes and cover letters
   • Shortlist candidates for screening
   • Hold phone/virtual interview screening with first round of candidates
   • Conduct in-person interviews with top candidates from first round
   • Score candidates based on weighted criteria (e.g., experience, education, background, cultural fit, skill set, etc.)
   • Conduct background checks on top candidates
   • Check references of top candidates
   • Consult with HR and hiring decision makers on job offer specifics
   • Extend offer to top candidate(s)
   • Receive formal job offer acceptance and signed employment contract
   • Inform other candidates that the position has been filled
   • Set and communicate onboarding schedule to new hire(s)
   • Complete new hire paperwork (i9, benefits enrollment, tax forms, etc.)

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