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Become A Lead Customer Service Representative

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Working As A Lead Customer Service Representative

  • Getting Information
  • Interacting With Computers
  • Communicating with Persons Outside Organization
  • Communicating with Supervisors, Peers, or Subordinates
  • Establishing and Maintaining Interpersonal Relationships
  • Deal with People

  • Mostly Sitting

  • Repetitive

  • $31,720

    Average Salary

What Does A Lead Customer Service Representative Do

Customer service representatives interact with customers to handle complaints, process orders, and provide information about an organization’s products and services.

Duties

Customer service representatives typically do the following:

  • Listen to customers’ questions and concerns, and provide answers or responses
  • Provide information about products and services
  • Take orders, calculate charges, and process billing or payments
  • Review or make changes to customer accounts
  • Handle returns or complaints
  • Record details of customer contacts and actions taken
  • Refer customers to supervisors or more experienced employees

Customer service representatives answer questions or requests from customers or the public. They typically provide services by phone, but some also interact with customers face to face, by email, or live chat.

The specific duties of customer service representatives vary by industry. For example, representatives who work in banks may answer customers’ questions about their accounts. Representatives who work for utility and communication companies may help customers with service problems, such as outages. Those who work in retail stores often handle returns, process refunds, and help customers locate items. Some representatives make changes to customers’ accounts, such as updating addresses or canceling orders. Although selling is not their main job, some representatives may help generate sales while providing information about a product or service.

Customer service representatives typically use a telephone, computer, and other office equipment. For example, representatives who work in call centers answer phone calls and use computers to review and select standard responses from a list of options. Those employed in retail stores use registers to process returns or orders.

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How To Become A Lead Customer Service Representative

Customer service representatives typically need a high school diploma and receive on-the-job training to learn the specific skills needed for the job. They should be good at communicating and interacting with people and have some experience using computers.

Education

Customer service representatives typically need a high school diploma.

Training

Customer service representatives usually receive short-term on-the-job training, lasting 2 to 3 weeks. Those who work in finance and insurance may need several months of training to learn more complicated financial regulations.

General customer-service training may focus on procedures for answering questions, information about a company’s products and services, and computer and telephone use. Trainees often work under the guidance of an experienced worker for the first few weeks of employment.

In certain industries, such as finance and insurance, customer service representatives must remain current with changing regulations.

Licenses, Certifications, and Registrations

Customer service representatives who provide information about finance and insurance may need a state license. Although licensing requirements vary by state, they usually include passing a written exam. Some employers and organizations may provide training for these exams.

Important Qualities

Communication skills. Customer service representatives must be able to provide information in writing, by phone, or in person so that customers can understand them.

Customer-service skills. Representatives help companies retain customers by answering their questions and complaints in a helpful and professional manner.

Interpersonal skills. Representatives should be able to create positive interactions with customers.

Listening skills. Representatives must listen carefully and understand a customer’s situation in order to assist them.

Patience. Representatives should be patient and polite, especially when interacting with dissatisfied customers.

Problem-solving skills. Representatives must determine solutions to a customer’s problem. By resolving issues effectively, representatives contribute to customer loyalty and retention.

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Lead Customer Service Representative jobs

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Lead Customer Service Representative Career Paths

Lead Customer Service Representative
Personal Banker Branch Manager General Manager
Account Manager
5 Yearsyrs
Operations Manager Plant Manager General Manager
Area Manager
7 Yearsyrs
Operation Supervisor Delivery Driver Night Auditor
Assistant General Manager
5 Yearsyrs
Personal Banker Assistant Branch Manager
Branch Manager
6 Yearsyrs
Billing Specialist Human Resources Coordinator Program Manager
Business Development Manager
9 Yearsyrs
Operation Supervisor Sales Consultant Call Center Representative
Call Center Manager
6 Yearsyrs
Account Manager Sales Manager
Director Of Sales
10 Yearsyrs
Office Manager General Manager
District Manager
7 Yearsyrs
Security Officer Operations Manager Account Executive
District Sales Manager
7 Yearsyrs
Office Manager Operations Manager
General Manager
7 Yearsyrs
Home Health Aid Patient Care Technician Medical Assistant
Office Manager
5 Yearsyrs
Operations Manager General Manager
Operations Director
9 Yearsyrs
Home Health Aid Security Officer Technician
Operations Manager
7 Yearsyrs
Medical Assistant Front Desk Coordinator Office Manager
Property Manager
6 Yearsyrs
Billing Specialist Specialist Account Manager
Regional Sales Manager
9 Yearsyrs
Sales Manager Office Manager Account Manager
Sales Account Manager
6 Yearsyrs
Sales Manager Branch Manager Account Executive
Sales And Marketing Manager
6 Yearsyrs
Account Manager Account Executive
Sales Manager
5 Yearsyrs
Medical Assistant Office Manager Account Manager
Senior Account Manager
7 Yearsyrs
Security Officer Account Manager Account Executive
Territory Manager
7 Yearsyrs
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Lead Customer Service Representative Demographics

Gender

  • Female

    69.5%
  • Male

    28.6%
  • Unknown

    2.0%

Ethnicity

  • White

    79.0%
  • Hispanic or Latino

    13.3%
  • Asian

    5.7%
  • Unknown

    1.5%
  • Black or African American

    0.5%
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Languages Spoken

  • Spanish

    71.3%
  • French

    6.9%
  • German

    3.2%
  • Italian

    2.7%
  • Hindi

    2.1%
  • Carrier

    2.1%
  • Portuguese

    2.1%
  • Urdu

    1.6%
  • Korean

    1.1%
  • Chinese

    1.1%
  • Japanese

    1.1%
  • Telugu

    0.5%
  • Vietnamese

    0.5%
  • Dutch

    0.5%
  • Somali

    0.5%
  • Mandarin

    0.5%
  • Tigrinya

    0.5%
  • Russian

    0.5%
  • Greek

    0.5%
  • Tagalog

    0.5%
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Lead Customer Service Representative

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Lead Customer Service Representative Education

Lead Customer Service Representative

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Top Skills for A Lead Customer Service Representative

CustomerServiceRepsDataEntrySupervisorCallsFinancialCustomerComplaintsEnsureCustomerSatisfactionSalesRepresentativesCreditCardPhoneCallsCustomerInquiriesCustomerServiceIssuesPayrollInboundCallsSalesGoalsCompanyPoliciesNewAccountsATMHighVolumeCustomerAccountsInternet

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Top Lead Customer Service Representative Skills

  1. Customer Service Reps
  2. Data Entry
  3. Supervisor Calls
You can check out examples of real life uses of top skills on resumes here:
  • Promoted to team lead position to, train and supervise 6+ customer service reps.
  • Verified accuracy of data entry including customer information, claim codes, and amount billed.
  • Assisted management by taking supervisor calls and completing various assigned projects.
  • Interview and collect information from customers of varying cultural, educational and financial backgrounds.
  • Investigated customer complaints and gathered information for payment of defective merchandise.

Top Lead Customer Service Representative Employers

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