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The differences between customer service senior managers and lead customer service representatives can be seen in a few details. Each job has different responsibilities and duties. While it typically takes 4-6 years to become a customer service senior manager, becoming a lead customer service representative takes usually requires 6-12 months. Additionally, a customer service senior manager has an average salary of $118,898, which is higher than the $36,097 average annual salary of a lead customer service representative.
The top three skills for a customer service senior manager include CRM, project management and kpis. The most important skills for a lead customer service representative are cleanliness, cash handling, and inventory control.
| Customer Service Senior Manager | Lead Customer Service Representative | |
| Yearly salary | $118,898 | $36,097 |
| Hourly rate | $57.16 | $17.35 |
| Growth rate | 6% | -4% |
| Number of jobs | 218,517 | 192,052 |
| Job satisfaction | - | - |
| Most common degree | Bachelor's Degree, 66% | Bachelor's Degree, 33% |
| Average age | 47 | 40 |
| Years of experience | 6 | 12 |
A customer service senior manager is an individual who supervises a customer service team that provides the highest standards of customer service and ensures that customers are always satisfied. Customer service senior managers should manage the daily activities of customer service representative personnel to make sure that customer service skills are always demonstrated. They are required to present financial and customer service data analysis during the monthly management meetings for discussion and recommendations. Customer service senior managers should also collaborate with business development managers, writers, and designers to create business development programs.
A lead customer service representative is responsible for managing a group of customer service staff to assist in daily operations and help with customer issues. Lead customer service representatives manage high-level customer complaints and provide immediate resolution and disputes. They implement strategies to ensure customer satisfaction, increase productivity, and achieve profitability goals. A lead customer service representative handles escalation and evaluates team member's performance. A lead customer service representative must have excellent communication and leadership skills to supervise the team and support the business' improvement plans.
Customer service senior managers and lead customer service representatives have different pay scales, as shown below.
| Customer Service Senior Manager | Lead Customer Service Representative | |
| Average salary | $118,898 | $36,097 |
| Salary range | Between $70,000 And $200,000 | Between $22,000 And $58,000 |
| Highest paying City | Seattle, WA | Goldsboro, NC |
| Highest paying state | Washington | New York |
| Best paying company | Accenture | IBM |
| Best paying industry | - | Insurance |
There are a few differences between a customer service senior manager and a lead customer service representative in terms of educational background:
| Customer Service Senior Manager | Lead Customer Service Representative | |
| Most common degree | Bachelor's Degree, 66% | Bachelor's Degree, 33% |
| Most common major | Business | Business |
| Most common college | California State University - Bakersfield | - |
Here are the differences between customer service senior managers' and lead customer service representatives' demographics:
| Customer Service Senior Manager | Lead Customer Service Representative | |
| Average age | 47 | 40 |
| Gender ratio | Male, 51.5% Female, 48.5% | Male, 32.1% Female, 67.9% |
| Race ratio | Black or African American, 9.7% Unknown, 4.9% Hispanic or Latino, 17.5% Asian, 6.2% White, 61.1% American Indian and Alaska Native, 0.7% | Black or African American, 11.8% Unknown, 5.4% Hispanic or Latino, 21.2% Asian, 6.3% White, 54.6% American Indian and Alaska Native, 0.7% |
| LGBT Percentage | 8% | 7% |