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The differences between senior customer service representatives and customer service representatives can be seen in a few details. Each job has different responsibilities and duties. It typically takes 6-12 months to become both a senior customer service representative and a customer service representative. Additionally, a senior customer service representative has an average salary of $35,008, which is higher than the $32,260 average annual salary of a customer service representative.
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 representative are cleanliness, POS, and data entry.
| Senior Customer Service Representative | Customer Service Representative | |
| Yearly salary | $35,008 | $32,260 |
| Hourly rate | $16.83 | $15.51 |
| Growth rate | -4% | -4% |
| Number of jobs | 187,517 | 209,515 |
| Job satisfaction | - | 4 |
| Most common degree | Bachelor's Degree, 46% | High School Diploma, 33% |
| Average age | 40 | 40 |
| Years of experience | 12 | 12 |
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.
Customer service representatives are the first point of contact of the customers, acting as the frontiers of the company and help in driving customer loyalty and retention by leaving a great impression and resolving all of their concerns. They accommodate customer queries by providing useful and comprehensive information about any products or services. Some would use that as an opportunity to market and promote more sales. The most challenging issues they use to handle are customer complaints and processing of refunds and returns. They also assist in basic troubleshooting or accounts and payment setup with the use of specific guidelines or step by step procedures. At most, they help and solve customer issues on their own, but sometimes they would need support from supervisors or other departments.
Senior customer service representatives and customer service representatives have different pay scales, as shown below.
| Senior Customer Service Representative | Customer Service Representative | |
| Average salary | $35,008 | $32,260 |
| Salary range | Between $28,000 And $42,000 | Between $25,000 And $41,000 |
| Highest paying City | Oxnard, CA | Des Moines, WA |
| Highest paying state | Massachusetts | Washington |
| Best paying company | Bayer | Oracle |
| Best paying industry | Technology | Insurance |
There are a few differences between a senior customer service representative and a customer service representative in terms of educational background:
| Senior Customer Service Representative | Customer Service Representative | |
| Most common degree | Bachelor's Degree, 46% | High School Diploma, 33% |
| Most common major | Business | Business |
| Most common college | - | - |
Here are the differences between senior customer service representatives' and customer service representatives' demographics:
| Senior Customer Service Representative | Customer Service Representative | |
| Average age | 40 | 40 |
| Gender ratio | Male, 28.9% Female, 71.1% | Male, 30.5% Female, 69.5% |
| 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, 11.6% Unknown, 5.2% Hispanic or Latino, 21.2% Asian, 6.3% White, 55.0% American Indian and Alaska Native, 0.7% |
| LGBT Percentage | 7% | 7% |