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Become A Senior Customer Support Representative

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Working As A Senior Customer Support Representative

  • Getting Information
  • Interacting With Computers
  • Communicating with Persons Outside Organization
  • Communicating with Supervisors, Peers, or Subordinates
  • Establishing and Maintaining Interpersonal Relationships
  • Deal with People

  • Mostly Sitting

  • Repetitive

  • $32,802

    Average Salary

What Does A Senior Customer Support Representative Do

Customer service representatives interact with customers to handle complaints, process orders, and provide information about an organization’s products and services.

Duties

Customer service representatives typically do the following:

  • Listen to customers’ questions and concerns, and provide answers or responses
  • Provide information about products and services
  • Take orders, calculate charges, and process billing or payments
  • Review or make changes to customer accounts
  • Handle returns or complaints
  • Record details of customer contacts and actions taken
  • Refer customers to supervisors or more experienced employees

Customer service representatives answer questions or requests from customers or the public. They typically provide services by phone, but some also interact with customers face to face, by email, or live chat.

The specific duties of customer service representatives vary by industry. For example, representatives who work in banks may answer customers’ questions about their accounts. Representatives who work for utility and communication companies may help customers with service problems, such as outages. Those who work in retail stores often handle returns, process refunds, and help customers locate items. Some representatives make changes to customers’ accounts, such as updating addresses or canceling orders. Although selling is not their main job, some representatives may help generate sales while providing information about a product or service.

Customer service representatives typically use a telephone, computer, and other office equipment. For example, representatives who work in call centers answer phone calls and use computers to review and select standard responses from a list of options. Those employed in retail stores use registers to process returns or orders.

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How To Become A Senior Customer Support Representative

Customer service representatives typically need a high school diploma and receive on-the-job training to learn the specific skills needed for the job. They should be good at communicating and interacting with people and have some experience using computers.

Education

Customer service representatives typically need a high school diploma.

Training

Customer service representatives usually receive short-term on-the-job training, lasting 2 to 3 weeks. Those who work in finance and insurance may need several months of training to learn more complicated financial regulations.

General customer-service training may focus on procedures for answering questions, information about a company’s products and services, and computer and telephone use. Trainees often work under the guidance of an experienced worker for the first few weeks of employment.

In certain industries, such as finance and insurance, customer service representatives must remain current with changing regulations.

Licenses, Certifications, and Registrations

Customer service representatives who provide information about finance and insurance may need a state license. Although licensing requirements vary by state, they usually include passing a written exam. Some employers and organizations may provide training for these exams.

Important Qualities

Communication skills. Customer service representatives must be able to provide information in writing, by phone, or in person so that customers can understand them.

Customer-service skills. Representatives help companies retain customers by answering their questions and complaints in a helpful and professional manner.

Interpersonal skills. Representatives should be able to create positive interactions with customers.

Listening skills. Representatives must listen carefully and understand a customer’s situation in order to assist them.

Patience. Representatives should be patient and polite, especially when interacting with dissatisfied customers.

Problem-solving skills. Representatives must determine solutions to a customer’s problem. By resolving issues effectively, representatives contribute to customer loyalty and retention.

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Senior Customer Support Representative jobs

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Senior Customer Support Representative Typical Career Paths

Average Length of Employment
Representative 2.1 years
Top Employers Before
Sorter 3.4%
Engineer 2.6%
Consultant 2.6%
Programmer 2.6%
Top Employers After
Manager 7.1%

Senior Customer Support Representative Demographics

Gender

Female

54.7%

Male

42.1%

Unknown

3.1%
Ethnicity

White

81.2%

Hispanic or Latino

11.0%

Asian

5.7%

Unknown

1.7%

Black or African American

0.4%
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Languages Spoken

Spanish

60.0%

Portuguese

10.0%

Mandarin

10.0%

Chinese

5.0%

French

5.0%

Greek

5.0%

Latvian

5.0%
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Senior Customer Support Representative Education

Schools

University of Phoenix

10.9%

Wright State University

6.5%

Strayer University

6.5%

Capella University

6.5%

University of Memphis

4.3%

Community College of Beaver County

4.3%

University of South Florida

4.3%

University of Central Florida

4.3%

Limestone College

4.3%

Villanova University

4.3%

Fullerton College

4.3%

University of Colorado at Boulder

4.3%

University of Minnesota - Twin Cities

4.3%

California State University - Fresno

4.3%

Eastern Kentucky University

4.3%

Western Michigan University

4.3%

University of Utah

4.3%

Embry-Riddle Aeronautical University - Daytona Beach

4.3%

University of Maryland - College Park

4.3%

Saint Cloud State University

4.3%
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Majors

Business

34.6%

Computer Science

8.3%

Accounting

6.8%

Human Resources Management

4.5%

Finance

4.5%

Political Science

3.8%

Marketing

3.8%

Education

3.8%

General Studies

3.8%

Project Management

3.8%

Computer Information Systems

3.0%

Photography

3.0%

English

3.0%

Information Technology

3.0%

Communication

2.3%

Liberal Arts

2.3%

Sociology

1.5%

Electrical Engineering Technology

1.5%

Information Sciences

1.5%

Modern Greek Language And Literature

1.5%
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Degrees

Bachelors

45.8%

Other

20.3%

Associate

17.2%

Masters

10.4%

Certificate

5.2%

Doctorate

1.0%
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Top Skills for A Senior Customer Support Representative

CustomerSupportRepresentativesCustomerServiceRepresentativesEnsureCustomerSatisfactionCompanyDatabaseTechnicalSupportOrderEntryCustomerServiceIssuesTechnicalIssuesWindowsNTPCHardware/SoftwareCustomerComplaintsHighVolumeLevelSupportServiceLevelAgreementsCustomerAccountsOEMExternalCustomersHoneywellFedexCustomerInquiries

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Top Senior Customer Support Representative Skills

  1. Customer Support Representatives
  2. Customer Service Representatives
  3. Ensure Customer Satisfaction
You can check out examples of real life uses of top skills on resumes here:
  • Mentored newly trained customer support representatives to ensure they follow proper procedures and guidelines.
  • Delegated tasks to Customer Service Representatives to make certain the client requests are met.
  • Documented and tracked status of customer telephone inquiries, coordinated appropriate responses, and followed up to ensure customer satisfaction.
  • Reproduced and qualify technical support issues from customers and work with appropriate personnel in Engineering for problem identification and resolution.
  • Completed order entry quality reviews in adherence to Standard Operating Procedures.

Top Senior Customer Support Representative Employers

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