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Telephone service representative vs retention representative

The differences between telephone service representatives and retention 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 telephone service representative and a retention representative. Additionally, a retention representative has an average salary of $50,753, which is higher than the $31,989 average annual salary of a telephone service representative.

The top three skills for a telephone service representative include customer service, inbound calls and outbound calls. The most important skills for a retention representative are product knowledge, customer service, and outbound calls.

Telephone service representative vs retention representative overview

Telephone Service RepresentativeRetention Representative
Yearly salary$31,989$50,753
Hourly rate$15.38$24.40
Growth rate-4%-4%
Number of jobs170,582220,352
Job satisfaction--
Most common degreeBachelor's Degree, 31%Bachelor's Degree, 37%
Average age4040
Years of experience1212

Telephone service representative vs retention representative salary

Telephone service representatives and retention representatives have different pay scales, as shown below.

Telephone Service RepresentativeRetention Representative
Average salary$31,989$50,753
Salary rangeBetween $27,000 And $37,000Between $40,000 And $63,000
Highest paying City-San Francisco, CA
Highest paying state-California
Best paying company-Forward
Best paying industry-Technology

Differences between telephone service representative and retention representative education

There are a few differences between a telephone service representative and a retention representative in terms of educational background:

Telephone Service RepresentativeRetention Representative
Most common degreeBachelor's Degree, 31%Bachelor's Degree, 37%
Most common majorBusinessBusiness
Most common college--

Telephone service representative vs retention representative demographics

Here are the differences between telephone service representatives' and retention representatives' demographics:

Telephone Service RepresentativeRetention Representative
Average age4040
Gender ratioMale, 32.4% Female, 67.6%Male, 38.5% Female, 61.5%
Race ratioBlack or African American, 10.9% Unknown, 5.1% Hispanic or Latino, 19.5% Asian, 5.8% White, 57.9% American Indian and Alaska Native, 0.7%Black or African American, 11.7% Unknown, 5.4% Hispanic or Latino, 21.1% Asian, 6.1% White, 54.9% American Indian and Alaska Native, 0.7%
LGBT Percentage7%7%

Differences between telephone service representative and retention representative duties and responsibilities

Telephone service representative example responsibilities.

  • Conduct telephone sales and interviews, compile and enter information into database, manage documents and insure customer satisfaction.
  • Meet specific client performance requirements relate to customer satisfaction and sales success.
  • Demonstrate superb organizational and multitasking abilities
  • Assist customers with billing inquiry, sell high speed internet, as well as DirecTV, fulfill requests to change telephone packages
  • Set up online orders for Comcast video, home phone, and Internet service.
  • Verify credit information for Comcast customers.

Retention representative example responsibilities.

  • Prepare proposals and analysis for county Medicaid facilitators to educate regarding available manage care programs.
  • Demonstrate superb organizational and multitasking abilities
  • Demonstrate superb organizational and multitasking abilities

Telephone service representative vs retention representative skills

Common telephone service representative skills
  • Customer Service, 25%
  • Inbound Calls, 11%
  • Outbound Calls, 9%
  • Credit Card Accounts, 8%
  • Telephone Calls, 5%
  • Computer System, 4%
Common retention representative skills
  • Product Knowledge, 22%
  • Customer Service, 15%
  • Outbound Calls, 7%
  • CSG, 5%
  • Customer Retention, 4%
  • Customer Accounts, 4%

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Updated January 8, 2025

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