How to hire a senior customer service representative

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

Here's a step-by-step senior customer service representative 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 representative job description
• Step 5: Post your job
• Step 6: Interview candidates
• Step 7: Send a job offer and onboard your new senior customer service representative
• Step 8: Go through the hiring process checklist

What does a senior customer service representative do?

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1. Identify your hiring needs

   Before you start hiring a senior customer service representative, 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 representative 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.

   This list shows salaries for various types of senior customer service representatives.

   Type of Senior Customer Service Representative	Description	Hourly rate
   Senior Customer Service Representative	Customer service representatives interact with customers to handle complaints, process orders, and provide information about an organization’s products and services.	$13-20
   Customer Service Supervisor	A customer service supervisor is responsible for directing the staff in providing the best services to the customers. Customer service supervisors' duties include evaluating the performance of the service staff, implementing strategic procedures to improve operations, developing promotional offers and products to increase the business' revenues, keeping documents of operation records, and assisting with customer's inquiries and complaints... Show more	$12-25
   Customer Service Consultant	A customer service consultant is responsible for addressing the customers' inquiries and concerns regarding the company's services and resolving complaints to provide the best customer service and satisfaction. Customer service consultants also sell new goods and products to the customers, demonstrating features and benefits before proceeding with the orders, payment, and delivery details... Show more	$9-32

   Show more

2. Create an ideal candidate profile

   Common skills:

   • Outbound Calls
   • Windows
   • Customer Inquiries
   • Product Knowledge
   • Quality Standards
   • Customer Satisfaction
   • Computer System
   • Customer Accounts
   • Problem Resolution
   • Inbound Customer Calls
   • Customer Complaints
   • Customer Relationships
   • Bank Products
   • Order Entry

   Check all skills

   Responsibilities:

   • Manage and verify accuracy of payments, wires, and ACH transactions for payroll and distributions.
   • Interact extensively with customers to achieve timely issue resolution while maintaining high standards for dock organization and cleanliness.
   • Assist as a cashier handling money, checks, and credit card transactions on company's POS system when need.
   • Research and correct contribution and distribution forms for IRS.
   • Install and maintain teletypes, daisy wheel and dot matrix printers, and modems.
   • Follow FDA regulations for record keeping of all oxygen from source to end user.

   More senior customer service representative duties

3. Make a budget

   Including a salary range in your senior customer service representative job description helps attract top candidates to the position. A senior customer service representative salary can be affected by several factors, such as geography, experience, seniority, certifications, and the prestige of the hiring company.

   For example, the average salary for a senior customer service representative in Oklahoma may be lower than in Massachusetts, and an entry-level senior customer service representative usually earns less than a senior-level senior customer service representative. Additionally, a senior customer service representative with certifications may command a higher salary, and working for a well-known company or start-up may also impact an employee's pay.

   Average senior customer service representative salary

   $35,008yearly

   $16.83 hourly rate

   ---

   Entry-level senior customer service representative salary

   $28,000 yearly salary

   Updated December 25, 2025

   Average senior customer service representative salary by state

   Rank	State	Avg. salary	Hourly rate
   1	California	$40,566	$20
   2	New York	$38,482	$19
   3	Minnesota	$37,260	$18
   4	Maryland	$36,611	$18
   5	Colorado	$36,004	$17
   6	Iowa	$35,976	$17
   7	Washington	$35,934	$17
   8	Wisconsin	$35,333	$17
   9	Arizona	$34,988	$17
   10	Connecticut	$34,942	$17
   11	Florida	$34,647	$17
   12	Ohio	$34,387	$17
   13	Michigan	$34,270	$16
   14	Georgia	$34,236	$16
   15	South Dakota	$34,191	$16
   16	Virginia	$34,009	$16
   17	North Carolina	$33,926	$16
   18	Nevada	$33,650	$16
   19	Texas	$33,578	$16
   20	Pennsylvania	$32,898	$16

   Average senior customer service representative salary by company

   Company

   Rank	Company	Average salary	Hourly rate	Job openings
   1	Bayer	$50,864	$24.45	24
   2	City of Seattle	$47,272	$22.73	1
   3	National Grid plc	$44,853	$21.56	1
   4	FUJIFILM Diosynth Biotechnologies	$41,274	$19.84	2
   5	City of Austin	$41,182	$19.80	1
   6	HCL Technologies	$41,110	$19.76
   7	Emory University	$40,977	$19.70	2
   8	City of McKinney	$40,552	$19.50	2
   9	Home Bancshares Inc.	$40,278	$19.36	9
   10	City of Eden Prairie	$40,230	$19.34	2
   11	West Pharmaceutical Services	$40,115	$19.29	3
   12	Bausch + Lomb	$39,722	$19.10	4
   13	Sonoco	$39,423	$18.95
   14	Arconic	$39,241	$18.87	6
   15	PACCAR	$39,115	$18.81	1
   16	Eaton	$38,914	$18.71	5
   17	Danaher	$38,479	$18.50
   18	Stepan	$38,341	$18.43
   19	Edwards Lifesciences	$37,852	$18.20
   20	Knowledge Management	$37,838	$18.19

4. Writing a senior customer service representative job description

   A senior customer service representative job description should include a summary of the role, required skills, and a list of responsibilities. It's also good to include a salary range and the first name of the hiring manager. Below, you can find an example of a senior customer service representative job description:

   Senior customer service representative job description example

   Working within the CSR/account team, you will be responsible for ensuring Trident are delivering against the agreed commercial contractual requirements whilst constantly seeking opportunities for continuous improvements. You will also support the activities (day to day and developmental) of all individuals working within their designated area of responsibility.
   What you'll be doing:
   Delivery & Service
   Prepare briefs, serving as the single point of contact and (in conjunction with Account Manager) owning the client relationship.Manage internal and external deliverable changes, keeping a clear perspective of quality and service goals while ensuring that both the internal and external clients understand the impact on agreed KPI'sUse the most appropriate communication channels; face to face, conference call, phone, email etc. to strengthen and maintain the client relationship Consider and communicate the impact of the print process/substrate on packaging and the importance print feasibility plays in managing the potential differences Lead client/team meetings as required.Support the client's brand through the performance of range checks, ensuring brand consistency is maintained throughout the full project range.Provide Artworkers with technical instructions for artwork, prepress and color.Preparation of quotes and invoices for client billing, and reports for internal reporting. Consider the impact of commercial decisions, seeking ways to optimize profitability and delivery
   
   People
   Coach, mentor and support the development of all staff, in accordance with client account requirements and applicable SWP's.Identify and constructively raise issues with relevant team members.Promote best practice and foster an environment of customer excellence and continuous improvement.
   
   Quality
   Reference applicable Trident generic and Customer specific standard working practices (SWP's) to effectively process all the necessary pre-artwork build activities utilising Trident/client artwork management tools.Facilitate the development of best practice, supporting both the Customer Service team and client with process changes.Monitor, investigate, review and escalate to the client and Operations Management team, any non-adherence.Support the introduction of technology changes with system testing, communicating issues/potential issues, and providing recommendation for improvement
   
   Secondary Activities
   Assess new designs, liaising with the client, printer and tooling supplier to agree artwork changes/separation approach, based on the chosen print process.Maintain client brand targets and color standards Work in conjunction with all other areas of the business to ensure that artwork is generated in the most effective and timely manner possible
   
   We'd love to hear from you if:
   Work effectively with all team members, seeking input from relevant parties to ensure all parties are fully up to date.Take decisive action to address problems, following up with relevant team members and provides coaching to support their improvement.Have an understanding of account specific financials: PO processes, WIP, Debtors, invoicing and forecasting at brand level Have a pro-active approach to work,Be organized, able to plan and prioritize own and others workload. Resolve everyday problems looking at the bigger picture, knowing when to escalate.Have the desire to upskill and takes responsibility for self-development. Open to constructive feedback for self-improvement Undertake Root Cause and Corrective Action Investigations and provide guidance to relevant individuals/team.
   
   This is a progression position and level will be based on candidate experience and business needs.
   
   We are an equal opportunity employer, and we strictly prohibit and do not tolerate discrimination against employees, applicants or any other covered persons because of race, color, religion, national origin or ancestry, sex, pregnancy, sexual orientation, marital status, gender identity or expression, age, disability, genetic information, veteran status, or any legally protected characteristic.

   Copy this example

   

5. Post your job

   There are a few common ways to find senior customer service representatives for your business:

   • Promoting internally or recruiting from your existing workforce.
   • Ask for referrals from friends, family members, and current employees.
   • Attend job fairs at local colleges to meet candidates with the right educational background.
   • Use social media platforms like LinkedIn, Facebook, and Twitter to recruit passive job-seekers.

   Post your job online:

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

6. Interview candidates

   Recruiting senior customer service representatives requires you to bring your A-game to the interview process. The first interview should introduce the company and the role to the candidate as much as they present their background experience and reasons for applying for the job. During later interviews, you can go into more detail about the technical details of the job and ask behavioral questions to gauge how they'd fit into your current company culture.

   Remember to include a few questions that allow candidates to expand on their strengths in their own words. Asking about their unique skills might reveal things you'd miss otherwise. At this point, good candidates 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 representative

   Once you have selected a candidate for the senior customer service representative 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 equally important to follow up with applicants who don't get the job with an email letting them know that the position has been filled.

   Once that's done, you can draft an onboarding schedule for the new senior customer service representative. 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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