Customer Service Agent Salary
Earnings for Customer Service Agents in the United States come in at around $12.76 per hour on average. Cash earnings for Customer Service Agents — including $5K each for bonuses and profit sharing proceeds and $20K in commissions at the top of the pay scale — stretch from approximately $20K to approximately $44K depending on individual performance. While the particular city and experience level impact pay for this group, the specific employer is the most influential factor. Some workers in this field — more than a third — are not awarded benefits. Medical coverage is reported by a majority and dental plans are enjoyed by approximately one-half. Most workers in this position report high levels of job satisfaction. Men are in the minority of survey respondents, with female Customer Service Agents making up 74 percent. Participants in PayScale's salary questionnaire provided the particulars of this report.
Job Description for Customer Service Agent
Customer service agents work in many types of private businesses, including at retail, insurance, and travel establishments. Customer service agents spend most of their time working with customers and clients to develop and strengthen business-customer relationships. These relationships are vital to the growth and prosperity of companies, as frustrated customers may not return for future business and the company could develop a bad reputation for poor customer care.Read More...
Customer service agents typically work in offices during typical business hours; this is especially true for agents in companies that have other businesses and offices as their primary clientele. Customer service agents in these positions often engage with clients over the phone, attempting to establish new contracts and building rapport with other businesses.
Customer service agents who work with individual customers may work a wide variety of orders; these agents respond to customer questions in areas such as issues with orders or products. Often, these inquiries are done over the phone, but many customer-agent interactions occur in stores.
Depending on the type of business, education requirements for a customer service agent may be anywhere from a high school diploma to a college experience and field-relevant licensing, such as a property license for customer service agents in an insurance company. Customer service agents quite often spend a lot of their time on computers, which makes basic computer skills an important qualification. Perhaps the most necessary skill, is the ability to communicate with customers in a friendly, professional, and engaging way.
Customer Service Agent Tasks
- Provide troubleshooting and technical assistance to customers.
- Assess the customer's needs and translation into solutions.
- Coordinate with customers to resolve any billing inquiries.
- Act as the first point of contact for customers seeking help with products or technical issues.
Common Career Paths for Customer Service Agent
Customer Service Agents may progress into high-paying roles like Operations Manager, where median compensation is $59K annually. Career advancement for the typical Customer Service Agent often leads to becoming a Customer Service Supervisor or an Administrative Assistant; median salaries in these positions are $8K higher and $2K higher, respectively.
Customer Service Representative (CSR) Job Listings
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Popular Employer Salaries for Customer Service Agent
Many Customer Service Agents can be found at American Airlines, State Farm Insurance Company, Federal Express Corporation (FedEx), Best Buy, and Farmers Insurance Group, firms that are at the top of the field. Heading up the field in terms of compensation, United Airlines, Inc. offers the most; Customer Service Agents earn $48K on average there. Other leaders in compensation levels are American Airlines at $39K, Federal Express Corporation (FedEx) at $36K, and Farmers Insurance Group, where Customer Service Agents annually earn $33K.
Workers also receive paychecks lighter than average at Convergys Corporation, Alorica, Inc., and Sykes. Those companies pay a median salary of $21K.
Popular Skills for Customer Service Agent
Customer Service Agents report using a diverse set of skills on the job. Most notably, facility with Customer Relationship Management, Insurance, and Typing are correlated to pay that is significantly above average, leading to increases of 35 percent, 14 percent, and 11 percent, respectively. Those listing Problem Solving as a skill should be prepared for drastically lower pay. Oral / Verbal Communication and Phone Support also typically command lower compensation. The majority of those who know Customer Relations also know Sales and Insurance.
Pay by Experience Level for Customer Service Agent
Median of all compensation (including tips, bonus, and overtime) by years of experience.
Customer Service Agents do not generally earn higher incomes from more experience in the field. Those in the early stages of their career can expect to make around $27K; however, individuals with five to 10 years of experience bring in $30K on average — a distinctly larger sum. On average, Customer Service Agents make $31K following one to two decades on the job. In the end, the overall pattern seems to be that more experience generally corresponds to higher pay; a Customer Service Agent with more than 20 years of experience can earn $35K on average.
Pay Difference by Location
For Customer Service Agents, busy San Francisco offers a higher-than-average pay rate, 44 percent above the national average. Customer Service Agents will also find cushy salaries in Seattle (+43 percent), Houston (+34 percent), San Diego (+20 percent), and Atlanta (+10 percent). Charlotte is the lowest-paying area, 14 percent south of the national average. Workers in Dallas and Phoenix earn salaries that trail the national average for those in this profession (8 percent less and 6 percent less, respectively).