How to hire a senior customer service agent

How to hire a senior customer service agent, step by step

Here's a step-by-step senior customer service agent hiring guide:

• Step 1: Identify your hiring needs
• Step 2: Create an ideal candidate profile
• Step 3: Make a budget
• Step 4: Write a senior customer service agent job description
• Step 5: Post your job
• Step 6: Interview candidates
• Step 7: Send a job offer and onboard your new senior customer service agent
• Step 8: Go through the hiring process checklist

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1. Identify your hiring needs

   Before you start hiring a senior customer service agent, identify what type of worker you actually need. Certain positions might call for a full-time employee, while others can be done by a part-time worker or contractor.

   Determine employee vs contractor status

   Is the person you're thinking of hiring a US citizen or green card holder?

   Yes

   No

   Hiring the perfect senior customer service agent also involves considering the ideal background you'd like them to have. Depending on what industry or field they have experience in, they'll bring different skills to the job. It's also important to consider what levels of seniority and education the job requires and what kind of salary such a candidate would likely demand.

   Here's a comparison of senior customer service agent salaries for various roles:

   Type of Senior Customer Service Agent	Description	Hourly rate
   Senior Customer Service Agent	Customer service representatives interact with customers to handle complaints, process orders, and provide information about an organization’s products and services.	$13-18
   Lead Agent	Lead agents assist with passenger-cargo acceptance and check-in and promote and sell air travel tickets to freight forwarders or the traveling public. Besides promoting safe travel and protecting the firm revenue and property, lead agents also assist distressed traveling customers... Show more	$12-40
   Customer Service Representative Manager	A customer service representative manager is responsible for ensuring customers' satisfaction by addressing their needs and managing their complaints about goods and services offered by the company. A customer service manager monitors staff performance, trains new customer service staff, implements strategic procedures to assist customers, allocates the department's budget and resources, creates loyalty programs, and sets customer service operations goals... Show more	$12-19

   Show more

2. Create an ideal candidate profile

   Common skills:

   • Inbound Calls
   • Customer Satisfaction
   • Customer Complaints
   • Problem Resolution
   • Customer Inquiries
   • Credit Card
   • Outbound Calls
   • FedEx
   • Order Entry
   • Customer Accounts
   • Troubleshoot
   • Customer Issues
   • Logistics
   • ISO

   Check all skills

   Responsibilities:

   • Interact extensively with customers to achieve timely issue resolution while maintaining high standards for dock organization and cleanliness.
   • Educate customer on competitive benefit of using FedEx.
   • Maintain corporate communication systems relating to FedEx computer applications.
   • Ensure FAA, JetBlue and airport regulations are follow enforced safety/security measures to protect sensitive areas throughout airport.
   • Communicate with center leadership and corporate customers any observe performance gaps; tracking and analyzing compliance to call center service standards.
   • Communicate with center leadership and corporate customers any observe performance gaps; tracking and analyzing compliance to call center service standards.

   More senior customer service agent duties

3. Make a budget

   Including a salary range in your senior customer service agent job description is one of the best ways to attract top talent. A senior customer service agent can vary based on:

   • Location. For example, senior customer service agents' average salary in mississippi is 45% less than in massachusetts.
   • Seniority. Entry-level senior customer service agents 26% less than senior-level senior customer service agents.
   • Certifications. A senior customer service agent with certifications usually earns a higher salary.
   • Company. Working for an established firm or a new start-up company can make a big difference in a senior customer service agent's salary.

   Average senior customer service agent salary

   $16.05hourly

   $33,394 yearly

   ---

   Entry-level senior customer service agent salary

   $28,000 yearly salary

   Updated January 30, 2026

   Average senior customer service agent salary by state

   Rank	State	Avg. salary	Hourly rate
   1	California	$39,432	$19
   2	Texas	$37,146	$18
   3	New York	$36,202	$17
   4	Wisconsin	$34,293	$16
   5	Pennsylvania	$33,980	$16
   6	Ohio	$33,616	$16
   7	Oklahoma	$33,307	$16
   8	Illinois	$31,963	$15
   9	Michigan	$31,050	$15
   10	Colorado	$31,029	$15
   11	Utah	$30,756	$15
   12	Kentucky	$29,935	$14
   13	Indiana	$29,488	$14
   14	Mississippi	$24,016	$12

   Average senior customer service agent salary by company

   Company

   Rank	Company	Average salary	Hourly rate	Job openings
   1	eBay	$34,060	$16.38	2
   2	HCSC	$33,735	$16.22	12
   3	MSX International	$32,652	$15.70
   4	Robert Half	$32,531	$15.64	196
   5	Randstad North America, Inc.	$32,529	$15.64	31
   6	Travel and Transport	$32,326	$15.54	61
   7	Smart Care Equipment Solutions	$32,313	$15.54
   8	FedEx	$32,261	$15.51	84

4. Writing a senior customer service agent job description

   A job description for a senior customer service agent role includes a summary of the job's main responsibilities, required skills, and preferred background experience. Including a salary range can also go a long way in attracting more candidates to apply, and showing the first name of the hiring manager can also make applicants more comfortable. As an example, here's a senior customer service agent job description:

   Senior customer service agent job description example

   Fanatics is building a leading global digital sports platform to ignite and harness the passions of fans and maximize the presence and reach for hundreds of partners globally. Optimizing these long-standing partnerships, a database of more than 80 million global consumers and a trusted, recognizable brand name, Fanatics is expanding beyond its position as a global leader for licensed sports merchandise to now becoming a next-gen digital sports platform, featuring an array of offerings for fans across the sports ecosystem.
   
   The Fanatics family of companies currently includes Fanatics Commerce, a vertically-integrated licensed merchandise business that has changed the way fans purchase their favorite team apparel, jerseys, headwear and hardgoods through a tech-infused approach to making and quickly distributing fan gear in today's 24/7 mobile-first economy; Candy Digital, a digital collectibles company that is partnering with prominent sports properties, including MLB and MLBPA, to build an official NFT ecosystem; Fanatics Collectibles, through Topps as a cornerstone of the business, building a new model for the collectibles and trading cards hobby with top leagues and players association partners; and Fanatics Betting & Gaming, a mobile betting, gaming and retail sportsbook platform. Fanatics' partners include all major professional sports leagues (NFL, MLB, NBA, NHL, NASCAR, MLS, PGA) and hundreds of collegiate and professional teams, which include several of the biggest global soccer clubs.
   
   As a market leader with more than 9,000 employees, and hundreds of partners, suppliers, and vendors worldwide, we take responsibility for driving toward more ethical and sustainable practices. We are committed to building an inclusive Fanatics community, reflecting and representing society at every level of the business, including our employees, vendors, partners and fans. Fanatics is also dedicated to making a positive impact in the communities where we all live, work, and play through strategic philanthropic initiatives.
   
   At Fanatics, we're a diverse, passionate group of employees aiming to ignite pride and passion in the fans we outfit, celebrate and support. We recognize that diversity helps drive and foster innovation, and through our IDEA program (inclusion, diversity, equality and advocacy) at Fanatics we provide employees with tools and resources to feel connected and engaged in who they are and what they do to support the ultimate fan experience.
   
   WHAT YOU'LL DO AS A Customer EXPERIENCE SENIOR AGENT:Act as the front line of BetFanatics by communicating directly with customers through emails, chats, and phone calls.Help share customer insights and trends to all areas of the business including product, marketing, and operations.Resolve all customer issues, questions, incidents, complaints, etc. in a timely and professional manner and to the complete satisfaction of the customer.Act as a subject matter expert and mentor for investigative staff and as a department liaison with other business departments.Assist management and internal teams with ad hoc requests and escalations.Review complex customer inquiries escalated by agents.Recognize possible suspicious, fraudulent or AML activity and partner with the Fraud team to resolve. Recognize possible payment (deposit & withdrawal) related concerns and partner with the Payments team to resolve.Stay up to date on latest industry trends and internal policies and procedures to make sure customers are getting consistent top tier support.
   
   WHAT SKILLS YOU WILL USE:Location: Onsite in Jacksonville2-4 years of relevant experience in a customer call center.A Bachelor's Degree in a related field will be considered an asset.Understanding of gaming and payment processes.Self-motivated, analytical thinker with exceptional attention to detail.Investigative curiosity with strong organizational skills.Competence with Zendesk/Salesforce & Microsoft Office product suite. Intermediate Excel skills are preferred but not required.Ability to work days, nights, and weekends.Licensure: Must be able to pass required licensing as mandated by various state racing and gaming regulatory bodies. Failure to be licensed or retain licensure will result in termination of employment.Pay Range: $20.00-$23.00 / Hour
   
   Ensure your Fanatics job offer is legitimate and don't fall victim to fraud. Fanatics never seeks payment from job applicants. Feel free to ask your recruiter for a phone call or other type of communication for interview, and ensure your communication is coming from a Fanatics or Fanatics Brand email address (this includes @betfanatics.com). For added security, where possible, apply through our company website at www.fanaticsinc.com/careers
   
   Tryouts are open at Fanatics! Our team is passionate, talented, unified, and charged with creating the fan experience of tomorrow. The ball is in your court now.
   
   Fanatics is committed to responsible planning and purchasing (RPP) practices, working with its business partners across its global and multi-layered supply chain, to ensure that planning, sourcing, and purchasing decisions, along with other supporting processes, do not impede or conflict with the fulfillment of Fanatics' fair labor practices.
   NOTICE TO CALIFORNIA RESIDENTS/APPLICANTS: In connection with your application, we collect information that identifies, reasonably relates to or describes you (“Personal Information”). The categories of Personal Information that we collect include your name, government issued identification number(s), email address, mailing address, other contact information, emergency contact information, employment history, educational history, criminal record, and demographic information. We collect and use those categories of Personal Information about you for human resources and other business management purposes, including identifying and evaluating you as a candidate for potential or future employment or other types of positions, recordkeeping in relation to recruiting and hiring, conducting criminal background checks as permitted by law, conducting analytics, and ensuring compliance with applicable legal requirements and Company policies.

   Copy this example

   

5. Post your job

   To find senior customer service agents for your business, try out a few different recruiting strategies:

   • Consider internal talent. One of the most important talent pools for any company is its current employees.
   • Ask for referrals. Reach out to friends, family members, and your current work to ask if they know any senior customer service agents they would recommend.
   • Recruit at local colleges. Attend job fairs at local colleges to recruit entry-level senior customer service agents with the right educational background.
   • Social media platforms. LinkedIn, Facebook, and Twitter have more than 3.5 billion users, and they're a great place for company branding and reaching potential job candidates.

   Post your job online:

   • Post your senior customer service agent job on Zippia to find and recruit senior customer service agent candidates who meet your exact specifications.
   • Use field-specific websites.
   • Post a job on free websites.

6. Interview candidates

   To successfully recruit senior customer service agents, your first interview needs to engage with candidates to learn about their interest in the role and experience in the field. You can go into more detail about the company, the role, and the responsibilities during follow-up interviews.

   It's also good to ask about candidates' unique skills and talents to see if they match your ideal candidate profile. If you think a candidate is good enough for the next step, you can move on to the technical interview.

   The right interview questions can help you assess a candidate's hard skills, behavioral intelligence, and soft skills.

7. Send a job offer and onboard your new senior customer service agent

   Once you have selected a candidate for the senior customer service agent position, it is time to create an offer letter. In addition to salary, the offer letter should include details about benefits and perks that are available to the employee. Ensuring your offer is competitive is vital, as qualified candidates may be considering other job opportunities. The candidate may wish to negotiate the terms of the offer, and it is important to be open to discussion and reach a mutually beneficial agreement. After the offer has been accepted, it is a good idea to formalize the agreement with a contract.

   It's also important to follow up with applicants who do not get the job with an email letting them know that the position is filled.

   Once that's done, you can draft an onboarding schedule for the new senior customer service agent. Human Resources should complete Employee Action Forms and ensure that onboarding paperwork is completed, including I-9s, benefits enrollment, federal and state tax forms, etc. They should also ensure that new employee files are created for internal recordkeeping.

8. Go through the hiring process checklist

   • Determine employee type (full-time, part-time, contractor, etc.)
   • Submit a job requisition form to the HR department
   • Define job responsibilities and requirements
   • Establish budget and timeline
   • Determine hiring decision makers for the role
   • Write job description
   • Post job on job boards, company website, etc.
   • Promote the job internally
   • Process applications through applicant tracking system
   • Review resumes and cover letters
   • Shortlist candidates for screening
   • Hold phone/virtual interview screening with first round of candidates
   • Conduct in-person interviews with top candidates from first round
   • Score candidates based on weighted criteria (e.g., experience, education, background, cultural fit, skill set, etc.)
   • Conduct background checks on top candidates
   • Check references of top candidates
   • Consult with HR and hiring decision makers on job offer specifics
   • Extend offer to top candidate(s)
   • Receive formal job offer acceptance and signed employment contract
   • Inform other candidates that the position has been filled
   • Set and communicate onboarding schedule to new hire(s)
   • Complete new hire paperwork (i9, benefits enrollment, tax forms, etc.)

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