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The differences between senior customer service representatives and customer service leaders can be seen in a few details. Each job has different responsibilities and duties. While it typically takes 6-12 months to become a senior customer service representative, becoming a customer service leader takes usually requires 4-6 years. Additionally, a senior customer service representative has an average salary of $35,008, which is higher than the $33,791 average annual salary of a customer service leader.
The top three skills for a senior customer service representative include outbound calls, windows and customer inquiries. The most important skills for a customer service leader are POS, sales floor, and store management.
| Senior Customer Service Representative | Customer Service Leader | |
| Yearly salary | $35,008 | $33,791 |
| Hourly rate | $16.83 | $16.25 |
| Growth rate | -4% | -4% |
| Number of jobs | 187,517 | 301,338 |
| Job satisfaction | - | - |
| Most common degree | Bachelor's Degree, 46% | Bachelor's Degree, 39% |
| Average age | 40 | 47 |
| Years of experience | 12 | 6 |
A senior customer service representative specializes in communicating with clients and providing them with the needed assistance. Aside from responding to calls and inquiries, a senior customer service representative must also perform basic administrative support tasks such as producing reports and necessary documentation, updating the database, and maintaining correspondence. With years of extensive expertise and knowledge, they are also responsible for leading and supervising a team of customer service representatives, all in the joint effort to secure customer satisfaction and reach sales targets.
A customer service leader is responsible for managing a group of customer service staff to provide the best customer service for the company's clients, ensuring immediate action and resolution for all their inquiries and concerns. Customer service leaders regularly offer coaching opportunities for the team, identify their challenges, and provide strategic procedures to improve their interaction with the customers. They also help senior management search for business opportunities that would drive more revenue for the company and achieve profitability goals.
Senior customer service representatives and customer service leaders have different pay scales, as shown below.
| Senior Customer Service Representative | Customer Service Leader | |
| Average salary | $35,008 | $33,791 |
| Salary range | Between $28,000 And $42,000 | Between $27,000 And $41,000 |
| Highest paying City | Oxnard, CA | Tacoma, WA |
| Highest paying state | Massachusetts | Washington |
| Best paying company | Bayer | University of California, Berkeley |
| Best paying industry | Technology | Transportation |
There are a few differences between a senior customer service representative and a customer service leader in terms of educational background:
| Senior Customer Service Representative | Customer Service Leader | |
| Most common degree | Bachelor's Degree, 46% | Bachelor's Degree, 39% |
| Most common major | Business | Business |
| Most common college | - | California State University - Bakersfield |
Here are the differences between senior customer service representatives' and customer service leaders' demographics:
| Senior Customer Service Representative | Customer Service Leader | |
| Average age | 40 | 47 |
| Gender ratio | Male, 28.9% Female, 71.1% | Male, 32.9% Female, 67.1% |
| Race ratio | Black or African American, 11.7% Unknown, 5.3% Hispanic or Latino, 19.9% Asian, 7.0% White, 55.5% American Indian and Alaska Native, 0.7% | Black or African American, 10.6% Unknown, 4.7% Hispanic or Latino, 18.9% Asian, 5.3% White, 59.9% American Indian and Alaska Native, 0.6% |
| LGBT Percentage | 7% | 8% |