What does a lead customer service representative do?

A service lead is an individual 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. In case a team member is unable to resolve customer issues, service leads are required to identify a solution to the customer query or direct them to another department. Service leads must also conduct periodic evaluations of team members to discuss performance and note their improvement areas.

These skill sets are where the common ground ends though. The responsibilities of a lead customer service representative are more likely to require skills like "shift supervision," "gas pumps," "customer care," and "house training." On the other hand, a job as a service lead requires skills like "food service," "food safety," "exceptional client," and "client service." As you can see, what employees do in each career varies considerably.

An assistant customer service manager is in charge of performing support tasks for managers, helping customer service operations run smoothly and efficiently. Among their responsibilities include assisting managers in supervising customer service teams, managing schedules and objectives, coordinating staff, and addressing issues and concerns, resolving them promptly and efficiently. There are also instances when they must communicate with customers to identify and meet their needs. Moreover, as an assistant manager, it is essential to monitor the workflow and progress of the workforce, all while enforcing the company's policies and regulations.

While some skills are similar in these professions, other skills aren't so similar. For example, resumes show us that lead customer service representative responsibilities requires skills like "cleanliness," "pricing strategy," "cash handling," and "shift supervision." But an assistant customer service manager might use other skills in their typical duties, such as, "excellent interpersonal," "store operations," "bill pay," and "loss prevention."

Senior Customer Service Specialists perform directly around customers in a company. They are typically needed to answer customers' requests, respond to an inquiry, and resolve issues and complaints. Their duties may include data entry, file keeping, and general paperwork. Also, they supervise some representatives, monitor their progress, and serve as their mentors. Candidates for the position must have strong communication skills, analytical, and computer savvy. Additionally, they must possess relevant experience as a junior customer service representative and have excellent leadership skills.

Some important key differences between the two careers include a few of the skills necessary to fulfill the responsibilities of each. Some examples from lead customer service representative resumes include skills like "cleanliness," "pricing strategy," "cash handling," and "inventory control," whereas a senior customer service specialist is more likely to list skills in "strong problem-solving," "client facing," "financial institutions," and "seamless delivery. "

A senior representative is responsible for providing the best customer services for the clients, handling their inquiries and concerns timely and efficiently. Senior representatives are usually also tasked with training new customer service staff, sharing best practices, as well as strategic procedures to maximize productivity and maintain high-quality operations. They assist the management with sales techniques, selling new services and products to the customers by demonstrating features and special offers. A senior representative process orders and payments, as well as replacing items and initiating refunds.

Even though a few skill sets overlap between lead customer service representatives and senior representatives, there are some differences that are important to note. For one, a lead customer service representative might have more use for skills like "cleanliness," "pricing strategy," "cash handling," and "inventory control." Meanwhile, some responsibilities of senior representatives require skills like "excellent negotiation," "patients," "data entry," and "financial services. "