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The differences between senior 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 service representative and a customer service representative. Additionally, a senior service representative has an average salary of $48,942, which is higher than the $32,260 average annual salary of a customer service representative.
The top three skills for a senior service representative include veterans, patients and bank products. The most important skills for a customer service representative are cleanliness, POS, and data entry.
A senior service representative works to ensure that clients receive optimal services, helping companies build positive client relationships in the process. Their responsibilities usually revolve around answering client inquiries, troubleshooting problems, arranging payment plans and other services, and handling issues and concerns, resolving them promptly and efficiently. There are also instances where they reach out to clients through calls and correspondence to offer products and services, conduct market research and analyses, and generate leads. Moreover, a senior service representative usually oversees the performance of junior representatives, leading them to reach goals while implementing company policies.
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 service representatives and customer service representatives have different pay scales, as shown below.
| Senior Service Representative | Customer Service Representative | |
| Average salary | $48,942 | $32,260 |
| Salary range | Between $34,000 And $69,000 | Between $25,000 And $41,000 |
| Highest paying City | Washington, DC | Des Moines, WA |
| Highest paying state | New York | Washington |
| Best paying company | BMO Capital Markets | Oracle |
| Best paying industry | Finance | Insurance |
There are a few differences between a senior service representative and a customer service representative in terms of educational background:
| Senior Service Representative | Customer Service Representative | |
| Most common degree | Bachelor's Degree, 55% | High School Diploma, 33% |
| Most common major | Business | Business |
| Most common college | - | - |
Here are the differences between senior service representatives' and customer service representatives' demographics:
| Senior Service Representative | Customer Service Representative | |
| Average age | 40 | 40 |
| Gender ratio | Male, 42.2% Female, 57.8% | Male, 30.5% Female, 69.5% |
| Race ratio | Black or African American, 10.9% Unknown, 5.2% Hispanic or Latino, 19.0% Asian, 6.5% White, 57.7% 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% |