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The differences between senior customer service representatives and lead 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 lead customer service representative. Additionally, a lead customer service representative has an average salary of $36,097, which is higher than the $35,008 average annual salary of a senior 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 lead customer service representative are cleanliness, cash handling, and inventory control.
| Senior Customer Service Representative | Lead Customer Service Representative | |
| Yearly salary | $35,008 | $36,097 |
| Hourly rate | $16.83 | $17.35 |
| Growth rate | -4% | -4% |
| Number of jobs | 187,517 | 192,052 |
| Job satisfaction | - | - |
| Most common degree | Bachelor's Degree, 46% | Bachelor's Degree, 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.
A lead customer service representative is responsible for managing a group of customer service staff to assist in daily operations and help with customer issues. Lead customer service representatives manage high-level customer complaints and provide immediate resolution and disputes. They implement strategies to ensure customer satisfaction, increase productivity, and achieve profitability goals. A lead customer service representative handles escalation and evaluates team member's performance. A lead customer service representative must have excellent communication and leadership skills to supervise the team and support the business' improvement plans.
Senior customer service representatives and lead customer service representatives have different pay scales, as shown below.
| Senior Customer Service Representative | Lead Customer Service Representative | |
| Average salary | $35,008 | $36,097 |
| Salary range | Between $28,000 And $42,000 | Between $22,000 And $58,000 |
| Highest paying City | Oxnard, CA | Goldsboro, NC |
| Highest paying state | Massachusetts | New York |
| Best paying company | Bayer | IBM |
| Best paying industry | Technology | Insurance |
There are a few differences between a senior customer service representative and a lead customer service representative in terms of educational background:
| Senior Customer Service Representative | Lead Customer Service Representative | |
| Most common degree | Bachelor's Degree, 46% | Bachelor's Degree, 33% |
| Most common major | Business | Business |
| Most common college | - | - |
Here are the differences between senior customer service representatives' and lead customer service representatives' demographics:
| Senior Customer Service Representative | Lead Customer Service Representative | |
| Average age | 40 | 40 |
| Gender ratio | Male, 28.9% Female, 71.1% | Male, 32.1% Female, 67.9% |
| 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, 11.8% Unknown, 5.4% Hispanic or Latino, 21.2% Asian, 6.3% White, 54.6% American Indian and Alaska Native, 0.7% |
| LGBT Percentage | 7% | 7% |