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The differences between lead customer service representatives and customer service leaders can be seen in a few details. Each job has different responsibilities and duties. While it typically takes 6-12 months to become a lead customer service representative, becoming a customer service leader takes usually requires 4-6 years. Additionally, a lead customer service representative has an average salary of $36,097, which is higher than the $33,791 average annual salary of a customer service leader.
The top three skills for a lead customer service representative include cleanliness, cash handling and inventory control. The most important skills for a customer service leader are POS, sales floor, and store management.
| Lead Customer Service Representative | Customer Service Leader | |
| Yearly salary | $36,097 | $33,791 |
| Hourly rate | $17.35 | $16.25 |
| Growth rate | -4% | -4% |
| Number of jobs | 192,052 | 301,338 |
| Job satisfaction | - | - |
| Most common degree | Bachelor's Degree, 33% | Bachelor's Degree, 39% |
| Average age | 40 | 47 |
| Years of experience | 12 | 6 |
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 service leader is responsible for managing a group of customer service staff to provide the best customer service for the company's clients, ensuring immediate action and resolution for all their inquiries and concerns. Customer service leaders regularly offer coaching opportunities for the team, identify their challenges, and provide strategic procedures to improve their interaction with the customers. They also help senior management search for business opportunities that would drive more revenue for the company and achieve profitability goals.
Lead customer service representatives and customer service leaders have different pay scales, as shown below.
| Lead Customer Service Representative | Customer Service Leader | |
| Average salary | $36,097 | $33,791 |
| Salary range | Between $22,000 And $58,000 | Between $27,000 And $41,000 |
| Highest paying City | Goldsboro, NC | Tacoma, WA |
| Highest paying state | New York | Washington |
| Best paying company | IBM | University of California, Berkeley |
| Best paying industry | Insurance | Transportation |
There are a few differences between a lead customer service representative and a customer service leader in terms of educational background:
| Lead Customer Service Representative | Customer Service Leader | |
| Most common degree | Bachelor's Degree, 33% | Bachelor's Degree, 39% |
| Most common major | Business | Business |
| Most common college | - | California State University - Bakersfield |
Here are the differences between lead customer service representatives' and customer service leaders' demographics:
| Lead Customer Service Representative | Customer Service Leader | |
| Average age | 40 | 47 |
| Gender ratio | Male, 32.1% Female, 67.9% | Male, 32.9% Female, 67.1% |
| 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, 10.6% Unknown, 4.7% Hispanic or Latino, 18.9% Asian, 5.3% White, 59.9% American Indian and Alaska Native, 0.6% |
| LGBT Percentage | 7% | 8% |