What Does a Lead Customer Service Representative Do?

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.

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Lead Customer Service Representative Responsibilities

Here are examples of responsibilities from real lead customer service representative resumes representing typical tasks they are likely to perform in their roles.

Interact extensively with customers to achieve timely issue resolution while maintaining high standards for dock organization and cleanliness.
Create PowerPoint presentations and present them to other customer service representatives.
Communicate with center leadership and corporate customers any observe performance gaps; tracking and analyzing compliance to call center service standards.
Implement cost cutting measures leveraging out FedEx applications and services provide.

Lead Customer Service Representative Job Description

When it comes to understanding what a lead customer service representative does, you may be wondering, "should I become a lead customer service representative?" The data included in this section may help you decide. Compared to other jobs, lead customer service representatives have a growth rate described as "decline" at -2% between the years 2018 - 2028, according to the Bureau of Labor Statistics. In fact, the number of lead customer service representative opportunities that are predicted to open up by 2028 is -51,600.

On average, the lead customer service representative annual salary is $36,097 per year, which translates to $17.35 an hour. Generally speaking, lead customer service representatives earn anywhere from $22,000 to $58,000 a year, which means that the top-earning lead customer service representatives make $34,000 more than the ones at the lower end of the spectrum.

As is the case with most jobs, it takes work to become a lead customer service representative. Sometimes people change their minds about their career after working in the profession. That's why we looked into some other professions that might help you find your next opportunity. These professions include a service lead, assistant customer service manager, senior customer service specialist, and senior representative.

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12 Lead Customer Service Representative Resume Examples

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Adam Wagner Lead Customer Service Representative Contact Information Hazelwood, MO (490) 555-0706 awagner@example.com Skills Front End Procedures Security Procedures Prospective Members Finra New Tellers ATM Iras Member Service Anti-Money Laundering Employment History Lead Customer Service Representative 2020 - Present Weekends Only Furniture & Mattress Hazelwood, MO Approached customers on the sales floor to learn their viewing tastes, then recommended films based on those tastes. Used and trained other associates on the use of cash registers and company policies. Provide quick and friendly customer service by ensuring the sales floor is stocked and properly zoned. Dedicated to continuously improve sales abilities and product knowledge. Relationship Banker 2012 - 2020 U.S. Bank Hazelwood, MO Deepened customer relationships with the bank. Licensed with NMLS as a loan originator. Commercialized bank products like mortgages, loans and insurance Controlled customer accounts. Promote and recommend bank products to new and existing customers based on their needs. Finance Service Representative 2007 - 2012 Firstbank Hazelwood, MO Formulate and plan strategies during emergency situations. Helped clients attain funding of Buy-Sell Agreements, retirement planning and other insurance needs. Examine, evaluate and process loan applications. Performed the function of financial analysis, ratio analysis on financial statements to evaluate and interprets financial results. Head Teller 2006 - 2007 Firstbank Hazelwood, MO Informed, educated and cross-sold customers to open bank products and services. Opened and closed accounts Cross-sell and consultative sales of financial products Maintained up-to-date knowledge of banking services and products Controlled access to safe deposit boxes and recommended TD Bank products and services when appropriate Regulated and controlled branch's cash flow Trained new tellers Maintained and serviced branch ATM Ordered office supplies Education High School Diploma 2006 - 2006


Dorothy Taylor Lead Customer Service Representative Contact Info Baltimore, MD (970) 555-9737 dtaylor@example.com Skills Front EndTravel ArrangementsVideo GamesInsurance CompaniesCommunicationSales PricesQASales TransactionsMedical RecordsSpecific Direction Employment History Lead Customer Service Representative 2015 - Present Domino's Pizza Baltimore, MD Key holder, bank deposits, inventory Processed customer orders, handled customer complaints, took payments from customers and answered telephones. Billing Specialist 2007 - 2015 Quest Diagnostics Chantilly, VA Handled enquiries and process requests from External Customers and coordinated with them about enrollment and billing process. Configured and installed 3 test and 3 production Openview for Windows servers. Make daily telephone calls to consumers reminding them of their doctor appointments. Review assigned accounts by contacting Medicaid/Out of State Medicaid to ensure timely resolution of accounts. Responded to correspondence from insurance companies. Customer Service Representative 2006 - 2007 Verizon Silver Spring, MD Process Orders for Verizon Wireless authorized agents. Coordinate communication with project management and develop, produce and distribute annual, monthly, weekly and daily reports. Reconcile customer accounts in a timely manner. Sales Team Member 2005 - 2006 T-Mobile Augusta, GA Provided customer sales assistance alongside the Retail Sales Associates and also acted as manager on duty when necessary. Career Development Program (CDP) graduate in preparation for store management. Managed sales floor operations and retail sales team. Education High School Diploma 2005 - 2005


Cynthia Hall Lead Customer Service Representative Orlando, FL (650) 555-3280 chall@example.com Experience Lead Customer Service Representative2016 - Present Walmart•Orlando, FL Balanced Cash Register Drawer Kept Service Desk clean and organized Called for Carts for Cart corral Ensured customer service standards are upheld when on the sales floors. Provided effective communication and customer service support to the sales, marketing and administrative teams on daily basis. Received, opened, unpacked and issued sales floor merchandise Participated in weekly team meetings to discuss new merchandise offerings, as well as company policies and procedures. Collections Specialist2015 - 2016 HSBC North America Holdings•Tampa, FL Received payments and post-amounts paid to customer accounts using debit/credit card systems. Negotiated liquidation of overdue accounts through installment payments, settlements or payoffs. Service Representative2010 - 2015 ONE TOUCH POINT•Tampa, FL Up sell Verizon home services, Fios Tv, Fios Internet, Home phone service Made billing adjustments for refunds. Provided customer service while handling general account inquiries. Delivered polite and constructive form when addressing customer complaints or errors made indirectly on the company's behalf. Answered inbound phone calls from members Assisted in answering member questions and making policy changes Completed follow up work as needed Head Teller2008 - 2010 Bank of America•Tampa, FL Make customer deposits Service accounts Count and verify all cash transaction Promote and sell bank products Provide all support needed to customers Organize records of ATM cash counts, cash increases and support documentation. Promoted bank products along with establishing new business relationships. Verified and balanced ATM weekly and reported to the Branch Manager. Selected Contributions: Handled over $150k financial transactions daily; reconciled cash drawer at the end of the shift. Skills Client ServiceATMStore ManagementSales FloorAccount StatusProblem ResolutionCustomer DepositsNegotiable ItemsSecurity ProceduresMedical Collections Education High School Diploma 2008 - 2008

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Lead Customer Service Representative Skills and Personality Traits

We calculated that 65% of Lead Customer Service Representatives are proficient in Cleanliness, Cash Handling, and Inventory Control. They’re also known for soft skills such as Communication skills, Computer skills, and Customer-service skills.

We break down the percentage of Lead Customer Service Representatives that have these skills listed on their resume here:

Cleanliness, 65%
Maintained and ensured overall cleanliness of clinic, ordering supplies and materials, managed incoming and outgoing phone calls.
Cash Handling, 14%
Performed daily management operating a store including engaging customers to identify their needs, cash handling, and daily inventory management.
Inventory Control, 12%
Maintained accurate inventory control records, leading to enhanced company efficiency and client satisfaction.
POS, 1%
Perform Point of Sale (POS) system functions such as customer inquiry, account maintenance, and new membership applications.
Customer Service, 1%
Started as customer service representative, and ended as a lead customer representative with additional sales, and administrative responsibilities.
Sales Floor, 1%
Take escalated customer calls from customer service/sales floor.

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Some of the skills we found on lead customer service representative resumes included "cleanliness," "cash handling," and "inventory control." We have detailed the most important lead customer service representative responsibilities below.

Communication skills can be considered to be the most important personality trait for a lead customer service representative to have. According to a lead customer service representative resume, "customer service representatives must be able to provide clear information in writing, by phone, or in person." Lead customer service representatives are able to use communication skills in the following example we gathered from a resume: "improved customer relations with various accounts through effective communication and commitment to quality service. "

Another trait important for fulfilling lead customer service representative duties is computer skills. According to a lead customer service representative resume, "customer service representatives must be adept at using computers. ." Here's an example of how lead customer service representatives are able to utilize computer skills: "lead and trained customer service representatives on various computer systems and customer relations. "

Customer-service skills is also an important skill for lead customer service representatives to have. This example of how lead customer service representatives use this skill comes from a lead customer service representative resume, "representatives help companies retain customers by professionally answering questions and helping to resolve complaints." Read this excerpt from a resume to understand how vital it is to their everyday roles and responsibilities, "provide customers with professional and knowledgeable customer support by addressing their issues timely and accurately. "

A lead customer service representative responsibilities sometimes require "interpersonal skills." The responsibilities that rely on this skills are shown by this resume excerpt: "representatives should be able to create positive interactions with customers." This resume example shows how this skill is used by lead customer service representatives: "position requires excellent customer service and interpersonal skills in providing service to attorneys, legal assistants, administrative and support staff. "

Yet another important skill that a lead customer service representative must demonstrate is "listening skills." Representatives must listen carefully to ensure that they understand customers in order to assist them. This is clearly demonstrated in this example from a lead customer service representative who stated: "created great customer relationships by taking the time to communicate, listen and understand the customer's wants and needs. "

While "patience" is listed last on this skills list, don't underestimate its importance to lead customer service representative responsibilities. The skill is described by this resume snippet, "representatives should be patient and polite, especially when interacting with dissatisfied customers." Here is an example of how this skill is used, "demonstated patience and consistency in work ethic. "

See the full list of lead customer service representative skills.

After discovering the most helpful skills, we moved onto what kind of education might be helpful in becoming a lead customer service representative. We found that 33.5% of lead customer service representatives have graduated with a bachelor's degree and 2.7% of people in this position have earned their master's degrees. While some lead customer service representatives have a college degree, you may find it's also true that generally it's possible to be successful in this career with only a high school degree. In fact, our research shows that one out of every four lead customer service representatives were not college graduates.

Those lead customer service representatives who do attend college, typically earn either business degrees or general studies degrees. Less commonly earned degrees for lead customer service representatives include criminal justice degrees or accounting degrees.

When you're ready to become a lead customer service representative, you might wonder which companies hire lead customer service representatives. According to our research through lead customer service representative resumes, lead customer service representatives are mostly hired by Circle K, Fifth Third Bank, and EcoWater Systems. Now is a good time to apply as Circle K has 1,538 lead customer service representatives job openings, and there are 68 at Fifth Third Bank and 12 at EcoWater Systems.

If you're interested in companies where lead customer service representatives make the most money, you'll want to apply for positions at IBM, Collabera, and EcoWater Systems. We found that at IBM, the average lead customer service representative salary is $85,693. Whereas at Collabera, lead customer service representatives earn roughly $82,720. And at EcoWater Systems, they make an average salary of $69,737.

View more details on lead customer service representative salaries across the United States.

If you earned a degree from the top 100 educational institutions in the United States, you might want to take a look at H-E-B, Bank of America, and Fifth Third Bank. These three companies have hired a significant number of lead customer service representatives from these institutions.

For the most part, lead customer service representatives make their living in the retail and finance industries. Lead customer service representatives tend to make the most in the insurance industry with an average salary of $38,353. The lead customer service representative annual salary in the finance and manufacturing industries generally make $37,782 and $37,730 respectively. Additionally, lead customer service representatives who work in the insurance industry make 30.2% more than lead customer service representatives in the professional Industry.

The three companies that hire the most prestigious lead customer service representatives are:

Circle K1,538 Lead Customer Service Representatives Jobs
Fifth Third Bank68 Lead Customer Service Representatives Jobs
EcoWater Systems12 Lead Customer Service Representatives Jobs

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What Service Leads Do

A service lead is a professional 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.

We looked at the average lead customer service representative annual salary and compared it with the average of a service lead. Generally speaking, service leads receive $47,747 higher pay than lead customer service representatives per year.

While their salaries may differ, one common ground between lead customer service representatives and service leads are a few of the skills required in each craft. In both careers, employees bring forth skills like cleanliness, pricing strategy, and cash handling.

These skill sets are where the common ground ends though. A lead customer service representative responsibility is more likely to require skills like "shift supervision," "gas pumps," "customer care," and "house training." Whereas a service lead requires skills like "food service," "food safety," "exceptional client," and "client service." Just by understanding these different skills you can see how different these careers are.

The education levels that service leads earn is a bit different than that of lead customer service representatives. In particular, service leads are 5.9% more likely to graduate with a Master's Degree than a lead customer service representative. Additionally, they're 0.4% more likely to earn a Doctoral Degree.

What Are The Duties Of an Assistant Customer Service Manager?

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.

The next role we're going to look at is the assistant customer service manager profession. Typically, this position earns a lower pay. In fact, they earn a $1,979 lower salary than lead customer service representatives per year.

A similarity between the two careers of lead customer service representatives and assistant customer service managers are a few of the skills associated with both roles. We used resumes from both professions to find that both use skills like "inventory control," "pos," and "customer service. "

While some skills are similar in these professions, other skills aren't so similar. For example, several resumes showed 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 skills, such as, "excellent interpersonal," "store operations," "bill pay," and "loss prevention."

In general, assistant customer service managers study at similar levels of education than lead customer service representatives. They're 1.1% more likely to obtain a Master's Degree while being 0.4% more likely to earn a Doctoral Degree.

How a Senior Customer Service Specialist Compares

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.

The third profession we take a look at is senior customer service specialist. On an average scale, these workers bring in lower salaries than lead customer service representatives. In fact, they make a $631 lower salary per year.

Using lead customer service representatives and senior customer service specialists resumes, we found that both professions have similar skills such as "customer service," "customer inquiries," and "problem resolution," but the other skills required are very different.

Some important key differences between the two careers are a few of the skills necessary to fulfill responsibilities. 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 might be skilled in "strong problem-solving," "client facing," "financial institutions," and "seamless delivery. "

Senior customer service specialists are known to earn similar educational levels when compared to lead customer service representatives. Additionally, they're 2.4% more likely to graduate with a Master's Degree, and 0.0% more likely to earn a Doctoral Degree.

Description Of a Senior Representative

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.

Now, we'll look at senior representatives, who generally average a higher pay when compared to lead customer service representatives annual salary. In fact, the difference is about $20,524 per year.

While both lead customer service representatives and senior representatives complete day-to-day tasks using similar skills like customer care, customer inquiries, and problem resolution, the two careers also vary in other skills.

Even though a few skill sets overlap, 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 senior representatives might include skills like "excellent negotiation," "patients," "data entry," and "financial services" on their resume.

The average resume of senior representatives showed that they earn similar levels of education to lead customer service representatives. So much so that the likelihood of them earning a Master's Degree is 4.7% more. Additionally, they're more likely to earn a Doctoral Degree by 0.5%.

Updated October 2, 2020