Customer Service Team Leader Salary
The average Customer Service Team Leader in the United States earns approximately $14.45 per hour. Including potential for bonuses, profit sharing and commission — peaking near $7K, $5K, and $10K, respectively — total cash payment to Customer Service Team Leaders can bottom out near $22K or top out at around $58K. The most influential factor affecting pay for this group is the company, though the particular city and experience level have a (lesser) impact as well. Some workers in this field — between a fifth and a fourth — are not awarded benefits. Medical coverage is reported by a fair number and dental plans are enjoyed by the greater part. Women account for the majority of Customer Service Team Leaders who responded to the questionnaire — 68 percent to be exact. Work is enjoyable for Customer Service Team Leaders, who typically claim high levels of job satisfaction. The information for this rundown comes from respondents who completed PayScale's salary questionnaire.
Job Description for Customer Service Team Leader
Customer service team leaders complete a variety of tasks, usually under the supervision of a team supervisor. They are typically former customer service representatives who have shown that they have excellent customer service skills and above-average knowledge of their companies. However, some companies hire team leaders directly from outside when the applicants show that they have ample experience. In general, team leaders must have a high school diploma and customer service experience, although a bachelor's degree may be preferred. Shifts for team leaders vary, with some services available 24 hours a day and requiring team leaders for overnight and weekend shifts.Read More...
One of the team leaders' main task is help associates with customer service queries. Team leaders also handle escalated queries or calls, those which agents generally can't handle on their own or in which a supervisor is requested by a customer. To handle escalated calls, a team leader should be empathetic and patient. Team leaders also hold team meetings, so the ability to speak in front of a group is also needed. Depending on the company, team leaders are sometimes required to grade calls, in which they listen to associates' phone calls and grade them on elements such as handle time, scripting, and sales. They also supervise team members' performance and discipline team members as necessary.
Customer Service Team Leader Tasks
- Train existing and new employees in topics such as safety, standards, and team language.
- Research and follow up on account or service problems to identify and solve root causes.
- Lead a team of customer service representatives, define standards, and determine goals or objectives.
- Handle customer inquiries.
Common Career Paths for Customer Service Team Leader
At the upper end, Customer Service Team Leaders who move into an Operations Manager role can end up with a hefty increase in pay. The average income for Operations Managers is a much higher $59K per year. A Customer Service Supervisor or a Customer Service Manager is a typical transition from a Customer Service Team Leader role.
Customer Service Team Leader Job Listings
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Popular Employer Salaries for Customer Service Team Leader
Customer Service Team Leaders fill the offices of leading firms Target Corporation, Convergys Corporation, DIRECTV, LLC., Publix Super Markets Inc, and Meijer, Inc. Discover Financial Services LLC offers the largest salaries in town — $51K on average. Other employers shelling out big bucks include Whole Foods Market, Inc., DIRECTV, LLC., and Chase Bank, where Customer Service Team Leaders typically earn around $46K, $46K, or $43K, respectively.
Employees at Convergys Corporation, Publix Super Markets Inc, and Meijer, Inc. can also expect below-average earnings of $28K, $29K, and $30K.
Popular Skills for Customer Service Team Leader
Customer Service Team Leaders report using a deep pool of skills on the job. Most notably, facility with Training Program Development, Project Management, and Insurance are correlated to pay that is significantly above average, leading to increases of 25 percent, 24 percent, and 21 percent, respectively. Those listing Cash Handling as a skill should be prepared for drastically lower pay. Oral / Verbal Communication and Sales also typically command lower compensation. It is often found that people who know Customer Service are also skilled in Customer Relations and Customer Relationship Management (CRM).
Pay by Experience Level for Customer Service Team Leader
Median of all compensation (including tips, bonus, and overtime) by years of experience.
For Customer Service Team Leaders, more experience in the field does not usually mean bigger paychecks. The average beginner in this position makes around $33K, but folks who have been around for five to 10 years see a markedly higher median salary of $39K. Customer Service Team Leaders claiming one to two decades of experience make an estimated median of $41K. Veterans who have acquired more than 20 years report a median income of $43K, which is generally higher than the pay reported by other tenure groups.
Pay Difference by Location
For those looking to make money, Customer Service Team Leaders in San Francisco enjoy an exceptional pay rate, 42 percent above the national average. Customer Service Team Leaders will also find cushy salaries in Chicago (+23 percent), New York (+22 percent), Salt Lake City (+21 percent), and Cincinnati (+14 percent). With compensation 14 percent below the national average, Jacksonville is not known for hefty paychecks and actually represents the lowest-paying market. Los Angeles and Phoenix are a couple other places where companies are known to pay below the median — salaries are 10 percent lower and 3 percent lower, respectively.