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The differences between lead customer service representatives and customer support 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 support representative. Additionally, a customer support representative has an average salary of $37,404, 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 support representative are technical support, windows, and customer inquiries.
| Lead Customer Service Representative | Customer Support Representative | |
| Yearly salary | $36,097 | $37,404 |
| Hourly rate | $17.35 | $17.98 |
| Growth rate | -4% | -4% |
| Number of jobs | 192,052 | 243,140 |
| Job satisfaction | - | - |
| Most common degree | Bachelor's Degree, 33% | Bachelor's Degree, 50% |
| 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 support representative is responsible for answering calls and correspondence, providing customer assistance in various technical issues, concerns, or difficulties. There are also instances when they must make calls to follow-up on the issues, or even sell products and services. Most of the time, a customer support representative has a certain quota to reach and works under a manager's supervision. Furthermore, it is essential to keep accurate records and report to managers or supervisors should there be any problems.
Lead customer service representatives and customer support representatives have different pay scales, as shown below.
| Lead Customer Service Representative | Customer Support Representative | |
| Average salary | $36,097 | $37,404 |
| Salary range | Between $22,000 And $58,000 | Between $29,000 And $47,000 |
| Highest paying City | Goldsboro, NC | Boston, MA |
| Highest paying state | New York | Alaska |
| Best paying company | IBM | University of California, Berkeley |
| Best paying industry | Insurance | Finance |
There are a few differences between a lead customer service representative and a customer support representative in terms of educational background:
| Lead Customer Service Representative | Customer Support Representative | |
| Most common degree | Bachelor's Degree, 33% | Bachelor's Degree, 50% |
| Most common major | Business | Business |
| Most common college | - | - |
Here are the differences between lead customer service representatives' and customer support representatives' demographics:
| Lead Customer Service Representative | Customer Support Representative | |
| Average age | 40 | 40 |
| Gender ratio | Male, 32.1% Female, 67.9% | Male, 47.0% Female, 53.0% |
| 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, 10.9% Unknown, 5.5% Hispanic or Latino, 20.1% Asian, 7.3% White, 55.4% American Indian and Alaska Native, 0.8% |
| LGBT Percentage | 7% | 7% |