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The differences between lead customer service representatives and customer care representatives can be seen in a few details. Each job has different responsibilities and duties. It typically takes 6-12 months to become both a lead customer service representative and a customer care representative. Additionally, a lead customer service representative has an average salary of $36,097, which is higher than the $32,912 average annual salary of a customer care representative.
The top three skills for a lead customer service representative include cleanliness, cash handling and inventory control. The most important skills for a customer care representative are customer care, customer service, and work ethic.
| Lead Customer Service Representative | Customer Care Representative | |
| Yearly salary | $36,097 | $32,912 |
| Hourly rate | $17.35 | $15.82 |
| Growth rate | -4% | -4% |
| Number of jobs | 192,052 | 214,835 |
| Job satisfaction | - | - |
| Most common degree | Bachelor's Degree, 33% | Bachelor's Degree, 37% |
| Average age | 40 | 40 |
| Years of experience | 12 | 12 |
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.
A customer care representative is responsible for providing resolution with the customer's concerns, following the business' procedures and strategic processes. Customer care representatives must have exceptional customer service skills to address their clients' concerns efficiently and accurately, as well as having extensive knowledge of the products and services their company offer. Duties of a customer care representative also include managing client's complaints, offering alternative products and refunds as needed, calculating fees for special requests, updating customer's account information, documenting actions taken, and escalating special case concerns to the supervisor.
Lead customer service representatives and customer care representatives have different pay scales, as shown below.
| Lead Customer Service Representative | Customer Care Representative | |
| Average salary | $36,097 | $32,912 |
| Salary range | Between $22,000 And $58,000 | Between $26,000 And $40,000 |
| Highest paying City | Goldsboro, NC | Urban Honolulu, HI |
| Highest paying state | New York | Hawaii |
| Best paying company | IBM | Philadelphia Corporation for Aging |
| Best paying industry | Insurance | Automotive |
There are a few differences between a lead customer service representative and a customer care representative in terms of educational background:
| Lead Customer Service Representative | Customer Care Representative | |
| Most common degree | Bachelor's Degree, 33% | Bachelor's Degree, 37% |
| Most common major | Business | Business |
| Most common college | - | - |
Here are the differences between lead customer service representatives' and customer care representatives' demographics:
| Lead Customer Service Representative | Customer Care Representative | |
| Average age | 40 | 40 |
| Gender ratio | Male, 32.1% Female, 67.9% | Male, 32.0% Female, 68.0% |
| Race ratio | 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% | Black or African American, 11.7% Unknown, 5.3% Hispanic or Latino, 20.0% Asian, 6.5% White, 55.8% American Indian and Alaska Native, 0.7% |
| LGBT Percentage | 7% | 7% |