What does a senior customer service agent do?
Senior customer service agent responsibilities
Here are examples of responsibilities from real senior customer service agent resumes:
- 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.
Senior customer service agent skills and personality traits
We calculated that 8% of Senior Customer Service Agents are proficient in Inbound Calls, Customer Satisfaction, and Customer Complaints. They’re also known for soft skills such as Communication skills, Computer skills, and Customer-service skills.
We break down the percentage of Senior Customer Service Agents that have these skills listed on their resume here:
- Inbound Calls, 8%
Received inbound calls from members/providers inquiring on dental insurance services.
- Customer Satisfaction, 7%
Handled escalated customer service calls efficiently and professionally, achieving customer satisfaction while adhering to company policies and procedures.
- Customer Complaints, 7%
Recorded, investigated and resolved customer complaints as detailed in the Grievance Procedure narrative.
- Problem Resolution, 6%
Provide quality customer service and problem resolution by analyzing situations and determine and execute appropriate action to fulfill customer expectations.
- Customer Inquiries, 5%
Provided user support to approximately 100 traces per day including responding to customer inquiries and providing problem diagnosis and resolution.
- Credit Card, 5%
Provided detailed information about customer's credit card accounts.
"inbound calls," "customer satisfaction," and "customer complaints" are among the most common skills that senior customer service agents use at work. You can find even more senior customer service agent responsibilities below, including:
Communication skills. To carry out their duties, the most important skill for a senior customer service agent to have is communication skills. Their role and responsibilities require that "customer service representatives must be able to provide clear information in writing, by phone, or in person." Senior customer service agents often use communication skills in their day-to-day job, as shown by this real resume: "earned the highest marks in all categories including communication skills, listening skills, problem resolution and politeness. "
Customer-service skills. Another skill that relates to the job responsibilities of senior customer service agents is customer-service skills. This skill is critical to many everyday senior customer service agent duties, as "representatives help companies retain customers by professionally answering questions and helping to resolve complaints." This example from a resume shows how this skill is used: "provided expert customer support through the reservation process and troubleshot for agents and government clients"
Interpersonal skills. For certain senior customer service agent responsibilities to be completed, the job requires competence in "interpersonal skills." The day-to-day duties of a senior customer service agent rely on this skill, as "representatives should be able to create positive interactions with customers." For example, this snippet was taken directly from a resume about how this skill applies to what senior customer service agents do: "demonstrated interpersonal skills in responding to customer inquiries. "
Listening skills. Another crucial skill for a senior customer service agent to carry out their responsibilities is "listening skills." A big part of what senior customer service agents relies on this skill, since "representatives must listen carefully to ensure that they understand customers in order to assist them." How this skill relates to senior customer service agent duties can be seen in an example from a senior customer service agent resume snippet: "utilized effective listening and ability to elicit required information to serviced inbound customer calls. "
Patience. Another skill commonly found on senior customer service agent job descriptions is "patience." It can come up quite often in senior customer service agent duties, since "representatives should be patient and polite, especially when interacting with dissatisfied customers." Here's an example from a resume of how this skill fits into day-to-day senior customer service agent responsibilities: "demonstrated high level of courtesy and patience when effectively helping customer to troubleshoot netflix ready devices. "
The three companies that hire the most senior customer service agents are:
- FedEx3 senior customer service agents jobs
- Jushi Holdings2 senior customer service agents jobs
- Bank of America1 senior customer service agents jobs
Compare different senior customer service agents
Senior customer service agent vs. 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. Also, lead agents interpret government rules to be observed for travel and cargo shipments. These professionals meet and dispatch aircraft within the required times and use their motor skills to complete related tasks.
There are some key differences in the responsibilities of each position. For example, senior customer service agent responsibilities require skills like "customer satisfaction," "problem resolution," "fedex," and "order entry." Meanwhile a typical lead agent has skills in areas such as "team support," "customer care," "vip," and "baggage service." This difference in skills reveals the differences in what each career does.
Lead agents tend to reach similar levels of education than senior customer service agents. In fact, lead agents are 0.8% more likely to graduate with a Master's Degree and 0.4% more likely to have a Doctoral Degree.Senior customer service agent vs. Senior agent
A senior agent manages incoming calls, generates leads, and schedules appointments for important meetings. They must accurately track and respond to the internet leads and provide top quality customer service to the clients. Their job also requires them to travel to multiple countries to monitor company functions. They must also estimate the costs of infrastructure and construction projects.
While some skills are similar in these professions, other skills aren't so similar. For example, resumes show us that senior customer service agent responsibilities requires skills like "problem resolution," "credit card," "order entry," and "logistics." But a senior agent might use other skills in their typical duties, such as, "right-of-way," "real estate," "sr," and "work ethic."
Senior agents earn a higher average salary than senior customer service agents. But senior agents earn the highest pay in the energy industry, with an average salary of $59,581. Additionally, senior customer service agents earn the highest salaries in the transportation with average pay of $32,390 annually.In general, senior agents achieve similar levels of education than senior customer service agents. They're 3.5% more likely to obtain a Master's Degree while being 0.4% more likely to earn a Doctoral Degree.Senior customer service agent vs. 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. A customer service representative manager must display outstanding communication and leadership skills to oversee daily operations and maintain a good reputation for the company.
Some important key differences between the two careers include a few of the skills necessary to fulfill the responsibilities of each. Some examples from senior customer service agent resumes include skills like "credit card," "fedex," "troubleshoot," and "logistics," whereas a customer service representative manager is more likely to list skills in "pet," "payroll," "inventory control," and "account management. "
Customer service representative managers earn the highest salary when working in the finance industry, where they receive an average salary of $34,787. Comparatively, senior customer service agents have the highest earning potential in the transportation industry, with an average salary of $32,390.customer service representative managers typically earn similar educational levels compared to senior customer service agents. Specifically, they're 0.4% less likely to graduate with a Master's Degree, and 0.2% less likely to earn a Doctoral Degree.Senior customer service agent vs. Customer service/operations manager
A customer service/operations manager is primarily in charge of spearheading and overseeing the efforts of a customer service team, ensuring efficiency and client satisfaction. Their responsibilities include setting goals and objectives, establishing guidelines and schedules, managing the employees, creating new programs for customers, and developing strategies to optimize customer service operations. They may also participate in reaching out to clients through calls and correspondence, resolving issues promptly and professionally. Furthermore, as a manager, it is essential to lead and encourage teams to reach goals, all while implementing the company's policies and regulations.
Types of senior customer service agent
Updated January 8, 2025
