Customer Service Team Leader Salary
The average Customer Service Team Leader in the United States can expect to rake in roughly $14.49 per hour. Including potential for bonuses and profit sharing — peaking near $6K and $4K, respectively — total cash payment to Customer Service Team Leaders can bottom out near $21K or peak near $58K depending on individual performance. Earnings for this group are mostly affected by the specific employer, followed by the particular city and experience level. Women make up the majority of Customer Service Team Leaders (68 percent) who completed the questionnaire. Job satisfaction is reported as high by the vast majority of workers. Although a fair number have medical coverage and the larger part have dental coverage, between a fifth and a fourth claim no health benefits at all. The data for this snapshot was collected from individuals who took PayScale's salary survey.
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
- Lead a team of customer service representatives, define standards, and determine goals or objectives.
- Handle customer inquiries.
- 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.
Common Career Paths for Customer Service Team Leader
Customer Service Team Leaders may experience a large salary bump if they progress into a role such as Operations Manager. The latter position pays an average of $59K annually. A Customer Service Supervisor or a Customer Service Manager is a typical transition from a Customer Service Team Leader role.
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Popular Employer Salaries for Customer Service Team Leader
Target Corporation, Convergys Corporation, DIRECTV, LLC., Publix Super Markets Inc, and Meijer, Inc. are leaders in the field that employ a large number of Customer Service Team Leaders. Customer Service Team Leaders flock to Discover Financial Services LLC for generous paychecks, where average earnings of $51K lead the pack in compensation. Whole Foods Market, Inc., DIRECTV, LLC., and Chase Bank also offer top salaries for Customer Service Team Leaders. Workers at these firms can expect to earn about $46K, $46K, and $43K, respectively.
Convergys Corporation, Best Buy, and Publix Super Markets Inc are a few other employers known for handing out relatively lightweight salaries ($28K, $28K, and $29K respectively).
Popular Skills for Customer Service Team Leader
Survey respondents exploit a significant toolbox of skills in their work. Most notably, facility with Project Management, Insurance, and Training Program Development are correlated to pay that is significantly above average, leading to increases of 29 percent, 24 percent, and 19 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. Most people skilled in Customer Service are similarly competent 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 many Customer Service Team Leaders, extensive experience does not lead to significantly more money. Salaries of relatively inexperienced workers fall in the neighborhood of $33K, but folks who have racked up five to 10 years see a notably higher median of $38K. The average pay reported by folks with 10 to 20 years of experience is around $41K. Individuals who have achieved more than 20 years of experience don't seem to earn much more than people who have 10 to 20 years under their belts; the more senior group reports an average income of $42K.
Pay Difference by Location
With a pay rate for Customer Service Team Leaders that is 47 percent greater than the national average, Seattle offers a comfortable salary for those in this profession. Customer Service Team Leaders will also find cushy salaries in San Francisco (+45 percent), Chicago (+25 percent), New York (+24 percent), and Salt Lake City (+22 percent). In Tampa, salaries are 7 percent below the national average and represent the lowest-paying market. Not at the bottom but still paying below the median are employers in Austin and Phoenix (6 percent lower and 5 percent lower, respectively).
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