Senior Customer Service Representative (CSR) Salary
Average Senior Customer Service Representatives in the United States make around $16.39 per hour. Overall cash earnings for Senior Customer Service Representatives stretch from $27K on the lower end to $54K near the top, and the heftiest packages can encompass around $6K from bonuses and $5K from profit sharing. While the particular city and experience level impact pay for this group, the specific employer is the most influential factor. Job satisfaction is high and work is enjoyable for most Senior Customer Service Representatives. A large number enjoy medical while a fair number get dental coverage. Vision coverage is also available to the larger part. Men are in the minority of survey respondents, with female Senior Customer Service Representatives making up 78 percent. The figures in this rundown are based on the results of PayScale's salary questionnaire.
Job Description for Senior Customer Service Representative (CSR)
Senior customer service representatives work mainly in positions that involve direct contact with the customers of their company. They are generally required to respond to requests from customers, answer questions, address complaints or concerns, and communicate in a manner that is both respectful and representative of the company. Many senior customer service representatives do most of their work on the phones or through email; they may also chat with customers if a company has the technology for customers to “live chat” with representatives. It is expected that they will be prompt and courteous in addressing a customer’s questions or concerns.Read More...
Other duties may include data entry, general paperwork, and file keeping. As a senior representative, they may be responsible for managing some representatives, tracking their progress, and acting as a mentor. They also are expected to communicate with their supervisor and keep them informed of any problems or issues that arise.
It is expected that senior customer service representatives are computer savvy, and familiar with the standard software that most businesses use such as Word, Excel, PowerPoint and e-mail. Also needed are strong communication skills, problem-solving skills, and the ability to collaborate and work as part of a team. A senior customer service representatives should be both accurate and precise, with a keen eye for detail. Some experience usually is required, as it is rarely an entry-level position. Many companies require a college degree, but some accept a high school diploma or GED and experience.
Senior Customer Service Representative (CSR) Tasks
- Builds and maintain business relationship with clients by providing prompt and accurate service so as to promote customer loyalty.
- May mentor or give direction to junior team members and provide training on best practices.
- May assist management in ensuring performance goals are met.
- Assists the Customer Service Representative (CSR) with difficult cases.
- Ensures delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquires.
Common Career Paths for Senior Customer Service Representative (CSR)
As Senior Customer Service Representatives transition into upper-level roles such as Operations Manager, they may see a strong upturn in salary. Operations Managers earn $59K on average per year. An Administrative Assistant role is the most prevalent career advancement for Senior Customer Service Representatives. Paychecks for that role are $31K on average. The Customer Service Manager position is another common transition for Senior Customer Service Representatives; in this role, salaries are typically at the $46K mark.
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Popular Employer Salaries for Senior Customer Service Representative (CSR)
UnitedHealth Group, Regus Management Group LLC, Aetna, Inc., Bank of America Corp. (BOFA), and Cigna Corporation are top-notch employers for Senior Customer Service Representatives in this area. Bank of America Corp. (BOFA) pays the most with a median salary of $39K, though there is little variation overall ($31K to $51K). Other leaders in compensation levels are Wells Fargo Home Mortgage at $39K, J.P. Morgan Chase & Co. (JPMCC) at $39K, and Comcast Cable, Inc., where Senior Customer Service Representatives annually earn $38K.
With a median salary of $29K, Fifth Third Bank (5/3 Bank) provides Senior Customer Service Representatives with the lowest pay in their field; moreover, earnings are capped at only $34K, limiting employee salary growth. Other low-paying employers include State Farm Insurance Company at $33K and TD Bank, N.A. at $33K, though some Senior Customer Service Representatives there earn up to $60K.
Popular Skills for Senior Customer Service Representative (CSR)
Senior Customer Service Representatives seem to require a rather large skill set. Most notably, skills in Customer Relationship Management, Software Knowledge, Microsoft Office, and Microsoft Excel are correlated to pay that is above average. Skills that pay less than market rate include Call Center, Call center operations, and Microsoft Word. Most people familiar with Customer Relations also know Call Center and Customer Relationship Management (CRM).
Pay by Experience Level for Senior Customer Service Representative (CSR)
Median of all compensation (including tips, bonus, and overtime) by years of experience.
For Senior Customer Service Representatives, more experience in the field does not usually mean bigger paychecks. Although individuals who have less than five years' experience earn $34K on average, people with five to 10 years benefit from a notably larger average of $37K. Senior Customer Service Representatives bring in $39K after working for 10 to 20 years. After two decades in the workforce, the average Senior Customer Service Representative generally earns more than ever; median pay for this group is estimated at $42K.
Pay Difference by Location
With a pay rate for Senior Customer Service Representatives that is 15 percent greater than the national average, Chicago offers a comfortable salary for those in this profession. Senior Customer Service Representatives will also find cushy salaries in New York (+13 percent), Boston (+10 percent), Los Angeles (+9 percent), and Atlanta (+3 percent). San Antonio is the lowest-paying area, 12 percent south of the national average. Not at the bottom but still paying below the median are employers in Tampa and Charlotte (11 percent lower and 9 percent lower, respectively).
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