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Working As a Senior 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

  • $74,000

    Average Salary

What Does A Senior 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 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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Average Length of Employment
Representative 2.2 years
Top Careers Before Senior Representative
Cashier 6.7%
Internship 4.0%
Manager 3.5%
Supervisor 3.4%
Top Careers After Senior Representative
Manager 5.3%
Supervisor 5.0%
Cashier 5.0%
Consultant 4.8%
Specialist 3.8%
Owner 3.1%

Do you work as a Senior Representative?

Average Yearly Salary
$74,000
Show Salaries
$44,000
Min 10%
$74,000
Median 50%
$74,000
Median 50%
$74,000
Median 50%
$74,000
Median 50%
$74,000
Median 50%
$74,000
Median 50%
$74,000
Median 50%
$126,000
Max 90%
Best Paying Company
PepsiCo
Highest Paying City
Lexington, MA
Highest Paying State
Massachusetts
Avg Experience Level
3.7 years
How much does a Senior Representative make at top companies?
The national average salary for a Senior Representative in the United States is $74,581 per year or $36 per hour. Those in the bottom 10 percent make under $44,000 a year, and the top 10 percent make over $126,000.

Real Senior Representative Salaries

Job Title Company Location Start Date Salary
Senior Representative/General Manager Japan International Transport Institute, USA Washington, DC Jul 27, 2014 $160,000
Senior Representative/General Manager Japan International Transport Institute, USA Washington, DC Aug 20, 2011 $160,000
SR. Seaway Pipeline Representative, Gulf Coast Enbridge Employee Services, Inc. Houston, TX Sep 23, 2016 $129,917
Senior Representative American Hardwood Industries, LLC Waynesboro, VA Sep 13, 2014 $100,000
IT Senior Representative, Systems Implementation Agilent Technologies, Inc. Santa Clara, CA Feb 01, 2011 $98,530

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Top Skills for A Senior Representative

  1. Customer Service
  2. Financial Services
  3. Sales Representatives
You can check out examples of real life uses of top skills on resumes here:
  • Received numerous director commendations for excellence in customer service and first call resolutions, increasing customer loyalty and reducing company costs.
  • Reconciled timely accurate account reconciliation processes associated with Patient Financial Services.
  • Recruited and managed seven sales representatives while conducting a highly successful direct sales campaign of artisan Sterling Silver jewelry.
  • Monitored and reviewed a percentage of telephone calls and written correspondence every month for quality assurance.
  • Review and validate various required Certificate of deposit related documentation and ensure transactions are received and completed accurately for customer accounts.

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Top 10 Best States for Senior Representatives

  1. Rhode Island
  2. Maine
  3. West Virginia
  4. New Hampshire
  5. Massachusetts
  6. New Jersey
  7. New York
  8. Pennsylvania
  9. Vermont
  10. Connecticut
  • (244 jobs)
  • (351 jobs)
  • (371 jobs)
  • (367 jobs)
  • (1,283 jobs)
  • (1,287 jobs)
  • (2,040 jobs)
  • (2,237 jobs)
  • (136 jobs)
  • (450 jobs)

Senior Representative Resume Examples And Tips

The average resume reviewer spends between 5 to 7 seconds looking at a single resume, which leaves the average job applier with roughly six seconds to make a killer first impression. Thanks to this, a single typo or error on your resume can disqualify you right out of the gate. At Zippia, we went through over 8,907 Senior Representative resumes and compiled some information about how best to optimize them. Here are some suggestions based on what we found, divided by the individual sections of the resume itself.

Learn How To Create A Top Notch Senior Representative Resume

View Resume Examples

Senior Representative Demographics

Gender

Female

49.3%

Male

40.0%

Unknown

10.7%
Ethnicity

White

61.5%

Hispanic or Latino

16.7%

Black or African American

11.5%

Asian

6.6%

Unknown

3.6%
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Foreign Languages Spoken

Spanish

61.6%

French

6.3%

German

4.4%

Mandarin

4.1%

Portuguese

4.1%

Chinese

3.0%

Cantonese

2.6%

Arabic

2.6%

Russian

1.5%

Carrier

1.5%

Italian

1.5%

Japanese

1.5%

Tagalog

1.1%

Hindi

0.7%

Korean

0.7%

Urdu

0.7%

Filipino

0.7%

Greek

0.7%

Vietnamese

0.4%

Marathi

0.4%
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Senior Representative Education

Schools

University of Phoenix

30.0%

Strayer University

9.2%

Arizona State University

5.2%

Kaplan University

4.2%

Ashford University

3.9%

Ohio State University

3.9%

Florida State University

3.6%

University of North Texas

3.5%

University of Central Florida

3.4%

Texas A&M University

3.4%

Southern New Hampshire University

3.3%

University of South Florida

3.3%

University of Kansas

3.3%

Virginia State University

3.1%

University of Houston

3.0%

Webster University

3.0%

Virginia Commonwealth University

2.7%

Delgado Community College

2.7%

Troy University

2.7%

University of Florida

2.6%
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Majors

Business

36.3%

Accounting

6.0%

Communication

5.6%

Marketing

5.1%

Psychology

5.1%

Management

4.7%

Criminal Justice

4.6%

Finance

4.4%

Health Care Administration

4.4%

Human Resources Management

2.9%

Political Science

2.8%

General Studies

2.7%

Computer Science

2.2%

Education

2.2%

Nursing

2.2%

Liberal Arts

2.2%

English

1.9%

Biology

1.6%

History

1.6%

Medical Assisting Services

1.6%
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Degrees

Bachelors

43.6%

Other

22.7%

Masters

15.1%

Associate

10.8%

Certificate

4.6%

Diploma

1.5%

Doctorate

1.3%

License

0.5%
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Top Senior Representative Employers

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Updated May 19, 2020