What does a senior customer service representative do?
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.
Senior customer service representative responsibilities
Here are examples of responsibilities from real senior customer service representative resumes:
- 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.
- Rectify tax reporting issues and maintain accounts in compliance with IRS and state regulations.
- Adhere to HIPPA laws and regulations, as well as, client policies and procedures.
- Train and develop new associates on POS system and order management system and serve as a peer coach.
- Adhere to strict FDA and NABB standards in the process from ordering, picking, packing, and shipping the products.
- Create team-building games and PowerPoint presentations.
- Ensure departmental compliance with HIPPA privacy regulations.
- Provide organization of employment records and process weekly payroll.
- Develop PowerPoint presentations illustrating procedures for central and regional offices.
- Deliver and service oxygen systems; deliver medical supplies to patients.
Senior customer service representative skills and personality traits
We calculated that 6% of Senior Customer Service Representatives are proficient in Outbound Calls, Windows, and Customer Inquiries. They’re also known for soft skills such as Communication skills, Computer skills, and Customer-service skills.
We break down the percentage of Senior Customer Service Representatives that have these skills listed on their resume here:
- Outbound Calls, 6%
Assisted 60-70 inbound/outbound calls daily within a telecommunications call center environment assisting customers with concerns/inquiries relating to their cellular/internet service.
- Windows, 5%
Navigate multiple Windows and Rumba based programs to research and resolve customer complaints regarding contractual reimbursement for services provided.
- Customer Inquiries, 5%
Answered customer inquiries regarding product availability/estimated delivery.
- Product Knowledge, 4%
Utilized product knowledge; selling strategies/techniques and problem solving skills to successfully overcome Customer concerns and/ or objections.
- Quality Standards, 4%
Resolved customer complaints and ensured responses to inquiries were completed timely and according to established service and quality standards.
- Customer Satisfaction, 4%
Facilitated customer satisfaction through immediate resolution
Most senior customer service representatives use their skills in "outbound calls," "windows," and "customer inquiries" to do their jobs. You can find more detail on essential senior customer service representative responsibilities here:
Communication skills. To carry out their duties, the most important skill for a senior customer service representative to have is communication skills. Their role and responsibilities require that "customer service representatives must be able to provide clear information in writing, by phone, or in person." Senior customer service representatives often use communication skills in their day-to-day job, as shown by this real resume: "managed quality communication, customer support and product representation for each customer. "
Customer-service skills. Another skill that relates to the job responsibilities of senior customer service representatives is customer-service skills. This skill is critical to many everyday senior customer service representative duties, as "representatives help companies retain customers by professionally answering questions and helping to resolve complaints." This example from a resume shows how this skill is used: "handled escalated and unresolved calls from less experienced representatives, while contributing to development of customer support strategies and plans. "
Interpersonal skills. senior customer service representative responsibilities often require "interpersonal skills." The duties that rely on this skill are shown by the fact that "representatives should be able to create positive interactions with customers." This resume example shows what senior customer service representatives do with interpersonal skills on a typical day: "utilized interpersonal communication skills in dealing with requests and resolving of customer issues. "
Listening skills. Another common skill required for senior customer service representative responsibilities is "listening skills." This skill comes up in the duties of senior customer service representatives all the time, as "representatives must listen carefully to ensure that they understand customers in order to assist them." An excerpt from a real senior customer service representative resume shows how this skill is central to what a senior customer service representative does: "communicated regularly with clients, sales reps, and warehouse, scheduling meetings and addressing concerns. "
Patience. Another skill commonly found on senior customer service representative job descriptions is "patience." It can come up quite often in senior customer service representative duties, since "representatives should be patient and polite, especially when interacting with dissatisfied customers." Here's an example from a resume of how this skill fits into day-to-day senior customer service representative responsibilities: "provide excellent customer service with empathy, patience, and understanding to enrollees. "
The three companies that hire the most senior customer service representatives are:
- UnitedHealth Group23 senior customer service representatives jobs
- Tailored Brands22 senior customer service representatives jobs
- Robert Half21 senior customer service representatives jobs
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Compare different senior customer service representatives
Senior customer service representative vs. 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. A customer service supervisor must have exceptional leadership and decision-making skills to lead the service staff with daily operations.
These skill sets are where the common ground ends though. The responsibilities of a senior customer service representative are more likely to require skills like "windows," "computer system," "inbound customer calls," and "customer relationships." On the other hand, a job as a customer service supervisor requires skills like "strong customer service," "customer care," "payroll," and "front end." As you can see, what employees do in each career varies considerably.
Customer service supervisors tend to make the most money working in the finance industry, where they earn an average salary of $38,952. In contrast, senior customer service representatives make the biggest average salary, $36,710, in the technology industry.The education levels that customer service supervisors earn slightly differ from senior customer service representatives. In particular, customer service supervisors are 0.6% more likely to graduate with a Master's Degree than a senior customer service representative. Additionally, they're 0.1% more likely to earn a Doctoral Degree.Senior customer service representative vs. 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. They develop excellent sales pitches to attract customer to purchase items which would generate more revenue resources and profits for the business.
In addition to the difference in salary, there are some other key differences worth noting. For example, senior customer service representative responsibilities are more likely to require skills like "inbound customer calls," "customer relationships," "bank products," and "order entry." Meanwhile, a customer service consultant has duties that require skills in areas such as "strong customer service," "strong problem-solving," "inbound calls," and "technical problems." These differences highlight just how different the day-to-day in each role looks.
Customer service consultants earn a higher average salary than senior customer service representatives. But customer service consultants earn the highest pay in the technology industry, with an average salary of $42,679. Additionally, senior customer service representatives earn the highest salaries in the technology with average pay of $36,710 annually.Average education levels between the two professions vary. Customer service consultants tend to reach similar levels of education than senior customer service representatives. In fact, they're 0.7% more likely to graduate with a Master's Degree and 0.1% more likely to earn a Doctoral Degree.Senior customer service representative vs. Customer service specialist
Customer service specialists are employees who are responsible for providing the best customer experience to customers, usually for after-sales transactions. They attend to customers' inquiries and provide answers to their questions on products or services that the company offers. They also address customer complaints and help mitigate the concerns by offering solutions such as instructions on how to fix defects, or processing replacements or refunds. Customer service specialists also listen to customer feedback and ensure that these are logged properly so that proper departments will be able to receive them.
There are many key differences between these two careers, including some of the skills required to perform responsibilities within each role. For example, a senior customer service representative is likely to be skilled in "quality standards," "inbound customer calls," "customer relationships," and "bank products," while a typical customer service specialist is skilled in "strong customer service," "cleanliness," "front end," and "cash management."
Customer service specialists make a very good living in the finance industry with an average annual salary of $34,860. On the other hand, senior customer service representatives are paid the highest salary in the technology industry, with average annual pay of $36,710.customer service specialists typically earn similar educational levels compared to senior customer service representatives. Specifically, they're 0.4% less likely to graduate with a Master's Degree, and 0.0% less likely to earn a Doctoral Degree.Senior customer service representative vs. Customer service leader
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.
Types of senior customer service representative
Updated January 8, 2025
