How to hire a lead customer care representative

How to hire a lead customer care representative, step by step

Here's a step-by-step lead customer care representative hiring guide:

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

Post a lead customer care representative job for free, promote it for a fee

Post free

1. Identify your hiring needs

   First, determine the employments status of the lead customer care representative you need to hire. Certain lead customer care representative roles might require a full-time employee, whereas others can be done by part-time workers or contractors.

   Determine employee vs contractor status

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

   Yes

   No

   You should also consider the ideal background you'd like them a lead customer care representative to have before you start to hire. For example, what industry or field would you like them to have experience in, what level of seniority or education does the job require, and how much it'll cost to hire a lead customer care representative that fits the bill.

   This list shows salaries for various types of lead customer care representatives.

   Type of Lead Customer Care Representative	Description	Hourly rate
   Lead Customer Care Representative	Customer service representatives interact with customers to handle complaints, process orders, and provide information about an organization’s products and services.	$13-24
   Customer Leader	A customer leader is responsible for providing the highest customer service by addressing customers' inquiries and concerns and resolving complaints timely and efficiently. Customer leaders handle a team of customer service staff, requiring them to monitor their performance and maximize their productivity by organizing training to improve customer service skills... Show more	$38-77
   Customer Service Team Lead	A customer service team lead is responsible for managing a group of customer service agents. They monitor their tasks and productivity and report the team's performance to senior management... Show more	$13-22

   Show more

2. Create an ideal candidate profile

   Common skills:

   • Customer Care
   • Customer Issues
   • CCR
   • Customer Inquiries
   • Technical Support
   • Process Improvement
   • Inbound Calls
   • Problem Resolution
   • Cash Drawers
   • Outbound Calls
   • Customer Calls
   • Customer Interaction
   • Customer Accounts
   • Troubleshoot

   Check all skills

   Responsibilities:

   • Conduct in-services on managing patients with chemotherapy-induce anemia to nursing staff at inpatient and outpatient facilities, providing treatment algorithms.
   • Analyze detailed SQL store procedures for bugs and build upgrade solutions for a 7500-plus user, high-traffic database.
   • Answer inquiries of customers regarding their Medicaid application status.
   • Communicate with center leadership and corporate customers any observe performance gaps; tracking and analyzing compliance to call center service standards.
   • Document any member complaints and/or concerns in accordance to Medicare compliance guidelines.

3. Make a budget

   Including a salary range in your lead customer care representative job description is a great way to entice the best and brightest candidates. A lead customer care representative salary can vary based on several factors:

   • Location. For example, lead customer care representatives' average salary in kentucky is 50% less than in district of columbia.
   • Seniority. Entry-level lead customer care representatives earn 44% less than senior-level lead customer care representatives.
   • Certifications. A lead customer care representative with a few certifications under their belt will likely demand a higher salary.
   • Company. Working for a prestigious company or an exciting start-up can make a huge difference in a lead customer care representative's salary.

   Average lead customer care representative salary

   $38,120yearly

   $18.33 hourly rate

   ---

   Entry-level lead customer care representative salary

   $28,000 yearly salary

   Updated December 5, 2025

4. Writing a lead customer care representative job description

   A lead customer care representative job description should include a summary of the role, required skills, and a list of responsibilities. It's also good to include a salary range and the first name of the hiring manager. Below, you can find an example of a lead customer care representative job description:

   Lead customer care representative job description example

   **_Per Executive Order 14042, new or prospective Comscore, Inc. employees in the United States, must provide proof of complete vaccination, or approved exemption on the first day of their employment._**
   **Job Title:** CCR Tagging Lead
   
   **Location:** Remote
   
   **About This Role:**
   
   Lead the best practices and quality execution of attitudinal and behavioral digital Ad Effectiveness studies. Act as a liaison by building strong relationships with internal partners, clients and vendors. Key management responsibilities include driving the feasibility assessment, research tag implementation, and data review processes.
   
   **What You'll Do:**
   
   + Responsible for multiple Premier or very large com Score clients; manages day to day needs and activities, as well as high-profile projects
   
   + Partners/liaises with other stakeholders including but not limited to client services, products, technology teams, and support teams
   
   + Owns large scale training objectives and enhancements
   
   + Accountable for large scale product operationalization and implementation within team
   
   **What You'll Need:**
   
   + Bachelor Degree or (equivalent work experience in Internet Market Research)
   
   + 4-6 years' experience working with clients and their teams
   
   + Expert level analytical and problem solving skills
   
   + Expert negotiating and service provider
   
   + Positive work ethic and partnership skills
   
   + Ability to partner, influence and impact others
   
   **About Comscore**
   
   At Comscore, we're pioneering the future of cross-platform media measurement, arming organizations with the insights they need to make decisions with confidence. Central to this aim are our people who work together to simplify the complex on behalf of our clients & partners. Though our roles and skills are varied, we're united by our commitment to five underlying values: Integrity, Velocity, Accountability, Teamwork, and Servant Leadership. If you're motivated by big challenges and interested in helping some of the largest and most important media properties and brands navigate the future of media, we'd love to hear from you.
   
   Comscore (NASDAQ: SCOR) is a trusted partner for planning, transacting and evaluating media across platforms. With a data footprint that combines digital, linear TV, over-the-top and theatrical viewership intelligence with advanced audience insights, Comscore allows media buyers and sellers to quantify their multiscreen behavior and make business decisions with confidence. A proven leader in measuring digital and set-top box audiences and advertising at scale, Comscore is the industry's emerging, third-party source for reliable and comprehensive cross-platform measurement. To learn more about Comscore, please visit Comscore.com.
   
   **EEO Statement:** We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, disability status, sexual orientation, gender identity, age, protected veteran status or any other characteristic protected by law.
   
   To comply with federal law, Comscore participates in E-Verify. Successful candidates must pass the E-Verify process after hire.
   
   *LI-ML1

   Copy this example

   

5. Post your job

   To find the right lead customer care representative for your business, consider trying out a few different recruiting strategies:

   • Consider internal talent. One of the most important sources of talent for any company is its existing workforce.
   • Ask for referrals. Reach out to friends, family members, and current employees and ask if they know or have worked with lead customer care representatives they would recommend.
   • Recruit at local colleges. Attend job fairs at local colleges to recruit lead customer care representatives who meet your education requirements.
   • Social media platforms. LinkedIn, Facebook and Twitter now have more than 3.5 billion users, and you can use social media to reach potential job candidates.

   Post your job online:

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

6. Interview candidates

   Your first interview with lead customer care representative candidates should focus on their interest in the role and background experience. As the hiring process goes on, you can learn more about how they'd fit into the company culture in later rounds of interviews.

   It's also good to ask about candidates' unique skills and talents to see if they match your ideal candidate profile. If you think a candidate is good enough for the next step, you 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 lead customer care representative

   Once you've decided on a perfect lead customer care representative candidate, it's time to write an offer letter. In addition to salary, it should include benefits and perks available to the employee. Qualified candidates may be considered for other positions, so make sure your offer is competitive. Candidates may wish to negotiate. Once you've settled on the details, formalize your agreement with a contract.

   It's also important to follow up with applicants who do not get the job with an email letting them know that the position is filled.

   After that, you can create an onboarding schedule for a new lead customer care representative. Human Resources and the hiring manager should complete Employee Action Forms. Human Resources should also ensure that onboarding paperwork is completed, including I-9s, benefits enrollment, federal and state tax forms, etc., and that new employee files are created.

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.)

   Sign up to download full list

   Sign up

How much does it cost to hire a lead customer care representative?