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The differences between lead customer service representatives and customer service team leads 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 service team lead. Additionally, a customer service team lead has an average salary of $36,623, which is higher than the $36,097 average annual salary of a lead customer service 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 service team lead are HR, inbound calls, and product knowledge.
| Lead Customer Service Representative | Customer Service Team Lead | |
| Yearly salary | $36,097 | $36,623 |
| Hourly rate | $17.35 | $17.61 |
| Growth rate | -4% | -4% |
| Number of jobs | 192,052 | 249,105 |
| Job satisfaction | - | - |
| Most common degree | Bachelor's Degree, 33% | Bachelor's Degree, 42% |
| 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 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. A customer service team lead provides coaching opportunities for the agents, identifies their challenges, and creates strategic procedures for them. Customer service team leads also respond to customers' inquiries, resolve high-level complaints immediately, and maintain the highest customer satisfaction to build the company's good reputation, generate revenues, and increase profitability.
Lead customer service representatives and customer service team leads have different pay scales, as shown below.
| Lead Customer Service Representative | Customer Service Team Lead | |
| Average salary | $36,097 | $36,623 |
| Salary range | Between $22,000 And $58,000 | Between $28,000 And $47,000 |
| Highest paying City | Goldsboro, NC | Baltimore, MD |
| Highest paying state | New York | Rhode Island |
| Best paying company | IBM | Santander Bank |
| Best paying industry | Insurance | Insurance |
There are a few differences between a lead customer service representative and a customer service team lead in terms of educational background:
| Lead Customer Service Representative | Customer Service Team Lead | |
| Most common degree | Bachelor's Degree, 33% | Bachelor's Degree, 42% |
| Most common major | Business | Business |
| Most common college | - | - |
Here are the differences between lead customer service representatives' and customer service team leads' demographics:
| Lead Customer Service Representative | Customer Service Team Lead | |
| Average age | 40 | 40 |
| Gender ratio | Male, 32.1% Female, 67.9% | Male, 35.2% Female, 64.8% |
| 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, 12.0% Unknown, 5.3% Hispanic or Latino, 20.1% Asian, 6.9% White, 55.0% American Indian and Alaska Native, 0.7% |
| LGBT Percentage | 7% | 7% |