Phone representative vs customer care representative

The differences between phone representatives and customer care 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 phone representative and a customer care representative. Additionally, a phone representative has an average salary of $42,827, which is higher than the $32,912 average annual salary of a customer care representative.

The top three skills for a phone representative include customer service, outbound calls and telephone calls. The most important skills for a customer care representative are customer care, customer service, and work ethic.

Phone representative vs customer care representative overview

	Phone Representative	Customer Care Representative
Yearly salary	$42,827	$32,912
Hourly rate	$20.59	$15.82
Growth rate	-4%	-4%
Number of jobs	222,650	214,835
Job satisfaction	-	-
Most common degree	High School Diploma, 37%	Bachelor's Degree, 37%
Average age	40	40
Years of experience	12	12

What does a phone representative do?

A Phone Representative answers customer calls, complaints, and inquiries professionally. They handle and resolve customer complaints related to its services/products and product/service sales. Besides processing applications, orders, and forms requested by customers, Phone Representatives also update customers about the products/services information. These professionals record customer complaints, inquiries, feedback, and actions taken. They develop and maintain mutually beneficial and professional relationships with each customer. Moreover, they create and maintain cordial relationships with all new customers.

What does a customer care representative do?

A customer care representative is responsible for providing resolution with the customer's concerns, following the business' procedures and strategic processes. Customer care representatives must have exceptional customer service skills to address their clients' concerns efficiently and accurately, as well as having extensive knowledge of the products and services their company offer. Duties of a customer care representative also include managing client's complaints, offering alternative products and refunds as needed, calculating fees for special requests, updating customer's account information, documenting actions taken, and escalating special case concerns to the supervisor.

Phone representative vs customer care representative salary

Phone representatives and customer care representatives have different pay scales, as shown below.

	Phone Representative	Customer Care Representative
Average salary	$42,827	$32,912
Salary range	Between $26,000 And $68,000	Between $26,000 And $40,000
Highest paying City	Norco, CA	Urban Honolulu, HI
Highest paying state	California	Hawaii
Best paying company	Press Ganey	Philadelphia Corporation for Aging
Best paying industry	Health Care	Automotive

Differences between phone representative and customer care representative education

There are a few differences between a phone representative and a customer care representative in terms of educational background:

	Phone Representative	Customer Care Representative
Most common degree	High School Diploma, 37%	Bachelor's Degree, 37%
Most common major	Business	Business
Most common college	-	-

Phone representative vs customer care representative demographics

Here are the differences between phone representatives' and customer care representatives' demographics:

	Phone Representative	Customer Care Representative
Average age	40	40
Gender ratio	Male, 34.6% Female, 65.4%	Male, 32.0% Female, 68.0%
Race ratio	Black or African American, 10.0% Unknown, 5.2% Hispanic or Latino, 20.1% Asian, 5.5% White, 58.5% American Indian and Alaska Native, 0.7%	Black or African American, 11.7% Unknown, 5.3% Hispanic or Latino, 20.0% Asian, 6.5% White, 55.8% American Indian and Alaska Native, 0.7%
LGBT Percentage	7%	7%

Differences between phone representative and customer care representative duties and responsibilities

Phone representative example responsibilities.

Conduct telephone sales and interviews, compile and enter information into database, manage documents and insure customer satisfaction.
Provide status of medical claims and explain EOB's.
Research and resolve incorrect payments, EOB rejections and other issues with accounts.
Answer inbound provider calls to help with billing Medicaid claims and benefits and eligibility issues.
Update alumni on current happenings in university life and act as a liaison between past and current students.
Contact hundreds of alumni and their families by telephone and raise thousands of dollars to improve school facilities and maintain school grounds

Customer care representative example responsibilities.

Manage and plan escalations; assure HIPPA guidelines are followed for confidentially and privacy.
Answer incoming calls from clients, ATP's, therapists, and medical offices.
Maintain schedules for multiples ATP's and technicians to assist clients with scheduling therapy evaluations, and delivery of equipment.
Design a web-base CRM tool integrate with many other systems to provide technicians one-page panel the most relevant information and actions.
Navigate windows environment and comprehend technical information.
Used multiple navigation windows while changing account information and processing orders.

Phone representative vs customer care representative skills

Common phone representative skills

Customer Service, 27%
Outbound Calls, 13%
Telephone Calls, 7%
Inbound Phone Calls, 7%
Troubleshoot, 6%
Computer System, 3%

Common customer care representative skills

Customer Care, 21%
Customer Service, 9%
Work Ethic, 7%
Strong Work Ethic, 7%
Data Entry, 4%
Excellent Organizational, 4%

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Office and Administrative Industry
Phone Representative
Phone Representative vs Customer Care Representative

Updated January 8, 2025

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