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Become A Senior Customer Service Representative

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Working As A Senior Customer Service Representative

  • 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 Representative 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 Representative

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 Representative Jobs

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Senior Customer Service Representative Career Paths

Senior Customer Service Representative
Technical Support Coordinator Technical Support Specialist Specialist
Account Manager
5 Yearsyrs
Operations Manager General Manager Service Advisor
Assistant Service Manager
5 Yearsyrs
Account Manager Sales Manager Operations Manager
Branch Manager
6 Yearsyrs
Account Executive Office Manager
Business Office Manager
8 Yearsyrs
Assistant Branch Manager Office Manager General Manager
Center Manager
6 Yearsyrs
Personal Banker Service Manager Account Manager
Client Services Manager
7 Yearsyrs
Branch Manager Sales Consultant Internet Sales Manager
Customer Relations Manager
5 Yearsyrs
Account Manager Account Executive
District Sales Manager
7 Yearsyrs
Technical Support Technician Customer Support Representative Customer Support Manager
Manager, Custom Support And Services
5 Yearsyrs
Technical Support Specialist Business Analyst Quality Assurance Lead
Quality Assurance Manager
9 Yearsyrs
Account Executive Sales Manager General Manager
Regional Manager
8 Yearsyrs
Assistant Branch Manager Branch Manager Account Executive
Relationship Manager
6 Yearsyrs
Technical Support Specialist Specialist Account Manager
Sales Account Manager
6 Yearsyrs
Specialist Account Manager Sales Manager
Sales And Marketing Manager
6 Yearsyrs
Personal Banker Branch Manager Account Executive
Sales/Marketing
5 Yearsyrs
Office Manager Account Manager
Senior Account Manager
7 Yearsyrs
Specialist Security Officer Technician
Service Manager
7 Yearsyrs
Office Manager General Manager Account Executive
Territory Manager
7 Yearsyrs
Operations Manager Driver Instructor
Training Manager
5 Yearsyrs
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Do you work as a Senior Customer Service Representative?

Help others decide if this is a good career for them

Average Length of Employment
Top Employers Before
Teller 5.9%
Cashier 5.0%
Manager 2.2%
Internship 2.2%
Supervisor 1.9%
Top Employers After
Teller 4.7%
Manager 2.9%
Supervisor 2.7%
Cashier 2.6%
Specialist 2.4%

Do you work as a Senior Customer Service Representative?

Senior Customer Service Representative Demographics

Gender

Female

70.3%

Male

27.7%

Unknown

1.9%
Ethnicity

White

61.9%

Hispanic or Latino

16.2%

Black or African American

11.6%

Asian

6.9%

Unknown

3.4%
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Languages Spoken

Spanish

64.2%

French

7.8%

Portuguese

3.6%

Mandarin

3.1%

Chinese

2.8%

Italian

2.6%

Carrier

2.6%

Vietnamese

1.7%

Russian

1.7%

Cantonese

1.7%

Japanese

1.7%

German

1.4%

Polish

1.2%

Korean

0.7%

Armenian

0.7%

Arabic

0.7%

Swedish

0.5%

Somali

0.5%

Norwegian

0.5%

Thai

0.5%
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Senior Customer Service Representative Education

Schools

University of Phoenix

32.1%

Strayer University

13.0%

Southern New Hampshire University

5.5%

Liberty University

4.5%

Ashford University

4.5%

American InterContinental University

4.2%

Kaplan University

4.2%

Virginia Commonwealth University

3.2%

University of North Carolina at Greensboro

2.9%

Northern Virginia Community College

2.7%

Capella University

2.7%

University of South Florida

2.5%

Arizona State University

2.4%

University of Maryland - University College

2.4%

Essex County College

2.3%

Middle Tennessee State University

2.3%

Northeastern University

2.3%

Trident Technical College

2.2%

Columbus State Community College

2.2%

Kean University

2.2%
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Majors

Business

38.5%

Accounting

6.1%

Health Care Administration

5.1%

Psychology

5.1%

Communication

4.1%

Management

3.9%

Criminal Justice

3.9%

Human Resources Management

3.9%

Marketing

3.9%

Finance

3.2%

General Studies

3.1%

Nursing

2.5%

Liberal Arts

2.5%

Computer Science

2.5%

Education

2.2%

Medical Assisting Services

2.0%

English

2.0%

Information Technology

1.8%

Political Science

1.7%

Computer Information Systems

1.7%
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Degrees

Bachelors

35.8%

Other

32.0%

Associate

15.0%

Masters

9.5%

Certificate

5.3%

Diploma

1.8%

License

0.5%

Doctorate

0.2%
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Top Skills for A Senior Customer Service Representative

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  1. Customer Service Representatives
  2. Procedures
  3. Technical Support
You can check out examples of real life uses of top skills on resumes here:
  • Supervised and trained customer service representatives; generated creative and cost-effective solutions to address less than satisfied customers.
  • Provided mentoring to associates regarding correct procedures, maintaining compliance, and opportunity areas.
  • Provide technical support for mobile devices and customer support
  • Responded to telephone calls, correspondence and email inquiries from students, parents, school board administrators and brokers.
  • Collaborated with account executives to penetrate new accounts, identify potential customers and coordinate product demonstrations.

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Top Senior Customer Service Representative Employers

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