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Become A Senior Customer Service Agent

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Working As A Senior Customer Service Agent

  • Getting Information
  • Interacting With Computers
  • Communicating with Persons Outside Organization
  • Communicating with Supervisors, Peers, or Subordinates
  • Establishing and Maintaining Interpersonal Relationships
  • Deal with People

  • Mostly Sitting

  • Repetitive

  • $67,898

    Average Salary

What Does A Senior Customer Service Agent Do

Customer service representatives interact with customers to handle complaints, process orders, and provide information about an organization’s products and services.

Duties

Customer service representatives typically do the following:

  • Listen to customers’ questions and concerns, and provide answers or responses
  • Provide information about products and services
  • Take orders, calculate charges, and process billing or payments
  • Review or make changes to customer accounts
  • Handle returns or complaints
  • Record details of customer contacts and actions taken
  • Refer customers to supervisors or more experienced employees

Customer service representatives answer questions or requests from customers or the public. They typically provide services by phone, but some also interact with customers face to face, by email, or live chat.

The specific duties of customer service representatives vary by industry. For example, representatives who work in banks may answer customers’ questions about their accounts. Representatives who work for utility and communication companies may help customers with service problems, such as outages. Those who work in retail stores often handle returns, process refunds, and help customers locate items. Some representatives make changes to customers’ accounts, such as updating addresses or canceling orders. Although selling is not their main job, some representatives may help generate sales while providing information about a product or service.

Customer service representatives typically use a telephone, computer, and other office equipment. For example, representatives who work in call centers answer phone calls and use computers to review and select standard responses from a list of options. Those employed in retail stores use registers to process returns or orders.

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How To Become A Senior Customer Service Agent

Customer service representatives typically need a high school diploma and receive on-the-job training to learn the specific skills needed for the job. They should be good at communicating and interacting with people and have some experience using computers.

Education

Customer service representatives typically need a high school diploma.

Training

Customer service representatives usually receive short-term on-the-job training, lasting 2 to 3 weeks. Those who work in finance and insurance may need several months of training to learn more complicated financial regulations.

General customer-service training may focus on procedures for answering questions, information about a company’s products and services, and computer and telephone use. Trainees often work under the guidance of an experienced worker for the first few weeks of employment.

In certain industries, such as finance and insurance, customer service representatives must remain current with changing regulations.

Licenses, Certifications, and Registrations

Customer service representatives who provide information about finance and insurance may need a state license. Although licensing requirements vary by state, they usually include passing a written exam. Some employers and organizations may provide training for these exams.

Important Qualities

Communication skills. Customer service representatives must be able to provide information in writing, by phone, or in person so that customers can understand them.

Customer-service skills. Representatives help companies retain customers by answering their questions and complaints in a helpful and professional manner.

Interpersonal skills. Representatives should be able to create positive interactions with customers.

Listening skills. Representatives must listen carefully and understand a customer’s situation in order to assist them.

Patience. Representatives should be patient and polite, especially when interacting with dissatisfied customers.

Problem-solving skills. Representatives must determine solutions to a customer’s problem. By resolving issues effectively, representatives contribute to customer loyalty and retention.

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Senior Customer Service Agent Jobs

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Help others decide if this is a good career for them

Average Length of Employment
Top Employers Before
Cashier 8.3%
Teller 8.0%
Secretary 2.5%
Supervisor 2.5%
Courier 2.1%
Manager 1.8%
Top Employers After
Manager 5.9%
Teller 4.9%
Supervisor 3.8%
Cashier 3.1%
Agent 2.8%

Do you work as a Senior Customer Service Agent?

Senior Customer Service Agent Demographics

Gender

Female

63.0%

Male

34.8%

Unknown

2.2%
Ethnicity

White

63.0%

Hispanic or Latino

14.2%

Black or African American

12.5%

Asian

6.8%

Unknown

3.6%
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Foreign Languages Spoken

Spanish

57.8%

French

13.3%

Vietnamese

4.4%

German

4.4%

Mandarin

4.4%

Zulu

2.2%

Chinese

2.2%

Cantonese

2.2%

Japanese

2.2%

Greek

2.2%

Thai

2.2%

Italian

2.2%
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Senior Customer Service Agent Education

Schools

University of Phoenix

22.3%

Ashford University

6.4%

Strayer University

6.4%

Arizona State University

5.3%

University of Southern Mississippi

5.3%

Liberty University

5.3%

University of South Florida

4.3%

Essex County College

4.3%

Capella University

4.3%

Grand Canyon University

4.3%

Central Piedmont Community College

3.2%

University of North Texas

3.2%

Illinois State University

3.2%

Pennsylvania State University

3.2%

Houston Community College

3.2%

San Joaquin Delta College

3.2%

Austin Community College

3.2%

Clayton State University

3.2%

American InterContinental University

3.2%

Community College of Allegheny County

3.2%
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Majors

Business

36.4%

Management

6.4%

Criminal Justice

5.3%

Accounting

5.3%

Psychology

5.1%

Communication

4.6%

Health Care Administration

4.1%

Marketing

4.1%

General Studies

3.6%

Liberal Arts

3.3%

Nursing

3.1%

Finance

3.1%

Computer Science

2.3%

Human Resources Management

2.3%

Biology

2.0%

Medical Assisting Services

2.0%

Sociology

2.0%

English

1.8%

Human Development

1.8%

Education

1.5%
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Degrees

Other

34.8%

Bachelors

34.3%

Associate

15.9%

Masters

8.6%

Certificate

4.3%

Diploma

1.0%

License

0.7%

Doctorate

0.3%
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Top Skills for A Senior Customer Service Agent

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  1. Phone Calls
  2. Customer Satisfaction
  3. Technical Support
You can check out examples of real life uses of top skills on resumes here:
  • Answered incoming telephone calls regarding accounts.
  • Handled escalated customer service calls efficiently and professionally, achieving customer satisfaction while adhering to company policies and procedures.
  • Provided remote technical support for business customers.
  • Resolved escalated customer service issues requiring a higher level of authority.
  • Access all resource materials needed to effectively and accurately interpret and resolve customer inquiries and concerns.

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Top Senior Customer Service Agent Employers

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