1. University of Pennsylvania
Philadelphia, PA • Private
In-State Tuition
$55,584
Enrollment
10,764
A lead agent is one who provides exemplary service to customers, ensuring that they receive the best type of experience with their company. Similar to regular agents, they provide basic customer care to customers, but typically perform higher-level duties in that regard.
For example, they may be the ones to deal with complicated client issues and placate irate customers when other agents cannot. They may also perform supervisory tasks, such as monitoring agent performance, conducting training sessions, and providing guidance to other agents. Furthermore, they typically work closely with supervisors and managers to ensure the optimal performance of the team.
A high school diploma or GED is the general requirement for this role. Employers tend to focus more on applicants' experience levels and skills instead of educational attainment. Hence, anyone who aspires to be a lead agent must display exemplary communication skills (both written and verbal), customer service skills, and people management skills. An aptitude for leadership and operational strategy is also a plus.
A lead agent makes around $40,000 a year, which may not include incentives and commissions. In terms of job progression, lead agents usually strive for higher positions on the sales team, such as supervisors and managers.
