How to hire a lead customer service representative

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

Here's a step-by-step lead customer service 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 service representative job description
• Step 5: Post your job
• Step 6: Interview candidates
• Step 7: Send a job offer and onboard your new lead customer service representative
• Step 8: Go through the hiring process checklist

What does a lead customer service representative do?

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1. Identify your hiring needs

   Before you post your lead customer service representative job, you should take the time to determine what type of worker your business needs. While certain jobs definitely require a full-time employee, it's sometimes better to find a lead customer service representative for hire on a part-time basis or as a contractor.

   Determine employee vs contractor status

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

   Yes

   No

   A lead customer service representative's background is also an important factor in determining whether they'll be a good fit for the position. For example, lead customer service representatives from different industries or fields will have radically different experiences and will bring different viewpoints to the role. You also need to consider the candidate's previous level of experience to make sure they'll be comfortable with the job's level of seniority.

   This list presents lead customer service representative salaries for various positions.

   Type of Lead Customer Service Representative	Description	Hourly rate
   Lead Customer Service Representative	Customer service representatives interact with customers to handle complaints, process orders, and provide information about an organization’s products and services.	$10-27
   Service Lead	A service lead is a professional 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... Show more	$23-68
   Customer Service Trainer	A customer service trainer is responsible for training new and experienced customer service staff, providing them with the best strategies and techniques to handle customers' inquiries and concerns. They also resolve customer complaints and ensure customer satisfaction, building good customer relationships, maintaining the company's reputation, and increasing revenues... Show more	$12-19

   Show more

2. Create an ideal candidate profile

   Common skills:

   • Cleanliness
   • Cash Handling
   • Inventory Control
   • POS
   • Customer Service
   • Sales Floor
   • Gas Pumps
   • Customer Care
   • House Training
   • Customer Inquiries
   • Problem Resolution
   • Credit Card
   • Customer Complaints
   • Inbound Calls

   Check all skills

   Responsibilities:

   • Interact extensively with customers to achieve timely issue resolution while maintaining high standards for dock organization and cleanliness.
   • Create PowerPoint presentations and present them to other customer service representatives.
   • Communicate with center leadership and corporate customers any observe performance gaps; tracking and analyzing compliance to call center service standards.
   • Implement cost cutting measures leveraging out FedEx applications and services provide.

   More lead customer service representative duties

3. Make a budget

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

   • Location. For example, lead customer service representatives' average salary in georgia is 52% less than in district of columbia.
   • Seniority. Entry-level lead customer service representatives earn 62% less than senior-level lead customer service representatives.
   • Certifications. A lead customer service 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 service representative's salary.

   Average lead customer service representative salary

   $36,097yearly

   $17.35 hourly rate

   ---

   Entry-level lead customer service representative salary

   $22,000 yearly salary

   Updated December 5, 2025

   Average lead customer service representative salary by state

   Rank	State	Avg. salary	Hourly rate
   1	North Carolina	$43,651	$21
   2	California	$43,400	$21
   3	New Hampshire	$39,592	$19
   4	Arizona	$38,586	$19
   5	South Carolina	$35,831	$17
   6	Texas	$34,954	$17
   7	Florida	$34,671	$17
   8	Nevada	$32,358	$16
   9	New Mexico	$31,564	$15
   10	Georgia	$29,874	$14

   Average lead customer service representative salary by company

   Company

   Rank	Company	Average salary	Hourly rate	Job openings
   1	IBM	$85,693	$41.20	2
   2	Collabera	$82,720	$39.77	95
   3	EcoWater Systems	$69,737	$33.53
   4	BNY Mellon	$69,558	$33.44	56
   5	Cubic	$56,680	$27.25	3
   6	BCforward	$55,964	$26.91	39
   7	Management Consulting	$54,850	$26.37
   8	CoBank	$54,630	$26.26	13
   9	Georgetown University	$52,306	$25.15	5
   10	Energi Holdings	$49,148	$23.63
   11	Systemax	$48,992	$23.55
   12	ICONMA	$48,144	$23.15
   13	Waste Connections	$46,546	$22.38	20
   14	Johnson Outdoors	$46,287	$22.25	2
   15	Bruce Transportation Group	$42,873	$20.61	1
   16	Transdev Services, Inc.	$41,527	$19.96	46
   17	CalOptima	$41,033	$19.73
   18	Innophos	$40,737	$19.59
   19	Hilltop Holdings	$40,214	$19.33	9
   20	Lifespan	$39,930	$19.20

4. Writing a lead customer service representative job description

   A job description for a lead customer service representative role includes a summary of the job's main responsibilities, required skills, and preferred background experience. Including a salary range can also go a long way in attracting more candidates to apply, and showing the first name of the hiring manager can also make applicants more comfortable. As an example, here's a lead customer service representative job description:

   Lead customer service representative job description example

   This banking position earns a competitive wage of $16 - $17/hr . We provide great benefits , including medical, dental, vision, short-term and long-term disability, life insurance, a 401(k) plan with company match, paid vacation, sick days, personal time, and paid federal holidays. If this finance job sounds like the right opportunity for you, apply today!

   
   

   ABOUT CES CREDIT UNION

   Since 1952, we have grown to become a successful, community-based establishment that is dedicated to the financial success of our members and the communities we serve. Large enough to offer a variety of products and services, but small enough to care about each of our members and employees, we are a valued asset for thousands of central Ohio families.

   Our success is thanks to the service provided by an excellent workforce. We show our appreciation for our employees with great benefits and a close-knit team environment.

   
   

   A DAY IN THE LIFE OF A HEAD TELLER / LEAD CUSTOMER SERVICE REP

   As a Head Teller / Lead Customer Service Rep, you ensure our members are satisfied by showing our staff how to provide excellent service. Leading by example, you train new tellers on our policies and procedures. You helpfully assist members with their financial requests, listening to their needs and tailoring services accordingly. An excellent communicator, you describe various loan and credit options and explain the terms of service. You're proactive about offering additional lending products and savings tools that could benefit our members. If there's a complaint, you remain calm and professional as you use your analytical problem-solving skills to competently resolve the issue.

   As an honest and ethical credit union employee, you're entrusted with important duties. You act as the vault teller, and you take accountability for counting, packaging, and controlling money, as well as completing night deposits. Organized and efficient, you perform administrative tasks such as reviewing legal documents, obtaining credit histories, and compiling forms. You are committed to doing your best work and willingly attend informational seminars to further your knowledge of financial regulations. You enjoy helping others each day, and you're pleased that your customer service skills and finance experience are valued !

   
   

   QUALIFICATIONS

   • High school diploma or equivalent
   • Cash handling experience
   • Customer service AND sales experience
   • Experience in a leadership role
   • Proficiency with administrative tasks such as data entry and record management
   • Ability to use office equipment including fax machines, printers, and adding machines
   • Basic computer skills including proficiency with Microsoft Word and Outlook
   • Excellent math skills

   Previous banking experience would be a plus! Do you listen carefully to others? Can you effectively provide guidance and leadership to staff? Are you able to proactively resolve problems? If yes, you might just be perfect for this job in the field of finance!

   
   

   WORK SCHEDULE FOR A HEAD TELLER / LEAD CUSTOMER SERVICE REP

   This position has a schedule of Monday - Friday, 8:30 am - 5:30 pm , and rotating Saturdays, 9:00 am - 1:00 pm .

   
   

   ARE YOU READY TO JOIN OUR FINANCIAL SERVICES TEAM?

   If you feel that you would be right for this banking job, please fill out our initial 3-minute, mobile-friendly application . We look forward to meeting you!

   Location: 43015

   
   
   Job Posted by ApplicantPro
   

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5. Post your job

   To find the right lead customer service 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 service representatives they would recommend.
   • Recruit at local colleges. Attend job fairs at local colleges to recruit lead customer service 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 service representative job on Zippia to find and recruit lead customer service representative candidates who meet your exact specifications.
   • Use field-specific websites.
   • Post a job on free websites.

6. Interview candidates

   Recruiting lead customer service representatives requires you to bring your A-game to the interview process. The first interview should introduce the company and the role to the candidate as much as they present their background experience and reasons for applying for the job. During later interviews, you can go into more detail about the technical details of the job and ask behavioral questions to gauge how they'd fit into your current company culture.

   It's also good to ask about candidates' unique skills and talents. You can move on to the technical interview if a candidate is good enough for the next step.

   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 service representative

   Once you have selected a candidate for the lead customer service representative position, it is time to create an offer letter. In addition to salary, the offer letter should include details about benefits and perks that are available to the employee. Ensuring your offer is competitive is vital, as qualified candidates may be considering other job opportunities. The candidate may wish to negotiate the terms of the offer, and it is important to be open to discussion and reach a mutually beneficial agreement. After the offer has been accepted, it is a good idea to formalize the 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.

   Once that's done, you can draft an onboarding schedule for the new lead customer service representative. Human Resources should complete Employee Action Forms and ensure that onboarding paperwork is completed, including I-9s, benefits enrollment, federal and state tax forms, etc. They should also ensure that new employee files are created for internal recordkeeping.

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.)

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