What does a customer service senior associate do?
A customer service senior associate provides support and assistance to clients through calls, correspondence, or face-to-face interactions. They are responsible for responding to inquiries, discussing product or service specifications, helping them understand procedures, providing step-by-step instructions, or referring other services when necessary. They also maintain logs of all transactions and report to managers regularly. Additionally, as a customer service senior associate, it is essential to empower and serve as a mentor to junior associates in reaching team objectives while promoting company policies and standards.
Customer service senior associate responsibilities
Here are examples of responsibilities from real customer service senior associate resumes:
- 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.
- Design and deliver WebEx and PowerPoint presentations enabling senior level agents and subject matter experts to understand and apply.
Customer service senior associate skills and personality traits
We calculated that 10% of Customer Service Senior Associates are proficient in Data Entry, Customer Service Associates, and Customer Inquiries. They’re also known for soft skills such as Communication skills, Computer skills, and Customer-service skills.
We break down the percentage of Customer Service Senior Associates that have these skills listed on their resume here:
- Data Entry, 10%
Performed data entry, ran required reports, and completed necessary administrative functions.
- Customer Service Associates, 7%
Trained and managed at least ten other customer service associates and achieved significant improvements in their productivity.
- Customer Inquiries, 7%
Responded to customer inquiries by understanding inquiry and reviewing previous inquiries and responses.
- Customer Calls, 4%
Assisted management with escalated manager request customer calls, Telephone Service Trainer, and Communications Liaison.
- Financial Transactions, 4%
Audited financial transactions for accuracy and legal/regulatory compliance.
- Customer Complaints, 3%
Investigated and resolved high-level customer complaints regarding inaccurately processed or denied medical claims.
Most customer service senior associates use their skills in "data entry," "customer service associates," and "customer inquiries" to do their jobs. You can find more detail on essential customer service senior associate responsibilities here:
Communication skills. To carry out their duties, the most important skill for a customer service senior associate to have is communication skills. Their role and responsibilities require that "customer service representatives must be able to provide clear information in writing, by phone, or in person." Customer service senior associates often use communication skills in their day-to-day job, as shown by this real resume: "monitored computer network and radio communication networks and provided troubleshooting and problem resolution. "
Customer-service skills. customer service senior associates are also known for customer-service skills, which are critical to their duties. You can see how this skill relates to customer service senior associate responsibilities, because "representatives help companies retain customers by professionally answering questions and helping to resolve complaints." A customer service senior associate resume example shows how customer-service skills is used in the workplace: "delivered expert customer support to sprint clients and international customers for mobile switching operations. "
Interpersonal skills. A big part of what customer service senior associates do relies on "interpersonal skills." You can see how essential it is to customer service senior associate responsibilities because "representatives should be able to create positive interactions with customers." Here's an example of how this skill is used from a resume that represents typical customer service senior associate tasks: "attended 2-day "excellence in customer service" seminar (received a certificate) **attended 3-day "interpersonal management skills" seminar"
Listening skills. Another common skill required for customer service senior associate responsibilities is "listening skills." This skill comes up in the duties of customer service senior associates all the time, as "representatives must listen carefully to ensure that they understand customers in order to assist them." An excerpt from a real customer service senior associate resume shows how this skill is central to what a customer service senior associate does: "supervised sales calls and communicated customer's concerns with offshore customer service call specialists. "
Patience. Another skill commonly found on customer service senior associate job descriptions is "patience." It can come up quite often in customer service senior associate duties, since "representatives should be patient and polite, especially when interacting with dissatisfied customers." Here's an example from a resume of how this skill fits into day-to-day customer service senior associate responsibilities: "provide excellent customer service with empathy, patience, and understanding to enrollees. "
The three companies that hire the most customer service senior associates are:
Compare different customer service senior associates
Customer service senior associate vs. Service lead
A service lead is an individual 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. In case a team member is unable to resolve customer issues, service leads are required to identify a solution to the customer query or direct them to another department. Service leads must also conduct periodic evaluations of team members to discuss performance and note their improvement areas.
These skill sets are where the common ground ends though. The responsibilities of a customer service senior associate are more likely to require skills like "data entry," "customer service associates," "customer calls," and "financial transactions." On the other hand, a job as a service lead requires skills like "food service," "food safety," "exceptional client," and "client service." As you can see, what employees do in each career varies considerably.
The education levels that service leads earn slightly differ from customer service senior associates. In particular, service leads are 3.7% more likely to graduate with a Master's Degree than a customer service senior associate. Additionally, they're 0.2% more likely to earn a Doctoral Degree.Customer service senior associate vs. Sales associate and customer service
Sales and customer service associates are employees who are responsible for closing out sales deals and attending to customer needs. They are in charge of selling company goods and services to potential clients, often citing the common needs of prospective clients to ensure sales. They also handle customer inquiries and complaints and try their best to mitigate any problems that would arise. They are expected to be experts on company products to ensure that they can provide the best service to customers. Sales and customer service associates should have strong interpersonal skills, customer service skills, and communication skills.
While some skills are similar in these professions, other skills aren't so similar. For example, resumes show us that customer service senior associate responsibilities requires skills like "data entry," "customer service associates," "financial transactions," and "customer transactions." But a sales associate and customer service might use other skills in their typical duties, such as, "plumbing," "sales associates," "phone calls," and "booking."
In general, sales associate and customer services achieve similar levels of education than customer service senior associates. They're 2.4% less likely to obtain a Master's Degree while being 0.2% less likely to earn a Doctoral Degree.Customer service senior associate vs. Senior service representative
A senior service representative works to ensure that clients receive optimal services, helping companies build positive client relationships in the process. Their responsibilities usually revolve around answering client inquiries, troubleshooting problems, arranging payment plans and other services, and handling issues and concerns, resolving them promptly and efficiently. There are also instances where they reach out to clients through calls and correspondence to offer products and services, conduct market research and analyses, and generate leads. Moreover, a senior service representative usually oversees the performance of junior representatives, leading them to reach goals while implementing company policies.
The required skills of the two careers differ considerably. For example, customer service senior associates are more likely to have skills like "data entry," "customer service associates," "customer calls," and "sales floor." But a senior service representative is more likely to have skills like "veterans," "patients," "medicaid," and "process improvement."
Most senior service representatives achieve a similar degree level compared to customer service senior associates. For example, they're 1.0% more likely to graduate with a Master's Degree, and 0.0% more likely to earn a Doctoral Degree.Customer service senior associate vs. Assistant customer service manager
An assistant customer service manager is in charge of performing support tasks for managers, helping customer service operations run smoothly and efficiently. Among their responsibilities include assisting managers in supervising customer service teams, managing schedules and objectives, coordinating staff, and addressing issues and concerns, resolving them promptly and efficiently. There are also instances when they must communicate with customers to identify and meet their needs. Moreover, as an assistant manager, it is essential to monitor the workflow and progress of the workforce, all while enforcing the company's policies and regulations.
Types of customer service senior associate
Updated January 8, 2025
