Senior Customer Service Representative (CSR) Salary

Senior Customer Service Representatives in the United States pull down an average of $16.01 per hour. Total cash compensation to Senior Customer Service Representatives ranges from $27K on the lower end to $54K on the higher end; the final number includes potential for approximately $4K each from bonuses and profit sharing in exceptional cases. Earnings for this group are mostly affected by the specific employer, followed by the particular city and experience level. Job satisfaction for Senior Customer Service Representatives is high. Medical benefits are awarded to a large number, and a fair number earn dental coverage. Men are in the minority of survey respondents, with female Senior Customer Service Representatives making up 79 percent. Participants in PayScale's salary questionnaire provided the particulars of this report.

$30,210 - $59,398
(Median)
$30K
$42K
$59K
MEDIAN: $41,686
10%
50%
90%

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$11.83 - $21.79
(Median)
$12
$16
$22
MEDIAN: $16.00
10%
50%
90%

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National Salary Data (?
XAll compensation data shown are gross 10th to 90th percentile ranges. Take the PayScale Survey to find out how location influences pay for this job.
)
$0$20K$40K$60K
Salary
$30,210 - $59,398  
   
Bonus
$0.00 - $4,043  
Profit Sharing
$395.01 - $4,007  
Commission
$409.35 - $12,510  
Total Pay (?
XTotal Pay combines base annual salary or hourly wage, bonuses, profit sharing, tips, commissions, overtime pay and other forms of cash earnings, as applicable for this job. It does not include equity (stock) compensation, cash value of retirement benefits, or the value of other non-cash benefits (e.g. healthcare).
)
$26,650 - $53,770  
Country: United States | Currency: USD | Updated: 12 Jan 2016 | Individuals Reporting: 1,893
National Hourly Rate Data (?
XAll compensation data shown are gross 10th to 90th percentile ranges. Take the PayScale Survey to find out how location influences pay for this job.
)
$0$12$24$36
Hourly Rate
$11.83 - $21.79  
   
Hourly Tips
$0.33  
Overtime
$15.29 - $34.44  
National Annualized Data (?
XAll compensation data shown are gross 10th to 90th percentile ranges. Take the PayScale Survey to find out how location influences pay for this job.
)
$0$24K$48K$72K
Bonus
$0.00 - $4,043  
   
Commission
$409.35 - $12,510  
Profit Sharing
$395.01 - $4,007  
Total Pay (?
XTotal Pay combines base annual salary or hourly wage, bonuses, profit sharing, tips, commissions, overtime pay and other forms of cash earnings, as applicable for this job. It does not include equity (stock) compensation, cash value of retirement benefits, or the value of other non-cash benefits (e.g. healthcare).
)
$26,650 - $53,770  
Country: United States | Currency: USD | Updated: 12 Jan 2016 | Individuals Reporting: 2,804
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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.

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Senior Customer Service Representative (CSR) Tasks

  • Ensures delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquires.
  • First point of customer contact for general inquiries like pricing, products, scheduling etc.
  • Builds and maintain business relationship with clients by providing prompt and accurate service so as to promote customer loyalty.

Common Career Paths for Senior Customer Service Representative (CSR)


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Though it's uncommon, some Senior Customer Service Representatives move into roles as Operations Managers, where pay is an average $59K per year. Becoming a Customer Service Supervisor or an Administrative Assistant is, however, a more typical career progression for Senior Customer Service Representatives.

Senior Customer Service Representative (CSR) Job Listings

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Popular Employer Salaries for Senior Customer Service Representative (CSR)


UnitedHealth Group, Regus Management Group LLC, Bank of America Corp. (BOFA), Aetna, Inc., and TD Bank, N.A. are some prominent firms with considerable interest in employing a large team of Senior Customer Service Representatives. Wells Fargo Home Mortgage attracts talent by shelling out the biggest paychecks in the area — the median in that office is $39K. Other leaders in compensation levels are Comcast Cable, Inc. at $39K, Federal Express Corporation (FedEx) at $38K, and Bank of America Corp. (BOFA), where Senior Customer Service Representatives annually earn $38K.

Convergys Corporation seems to offer the smallest paychecks with a median salary of only $28K. The pay range is quite narrow, too; compensation generally sits between $21K and $40K. Other low-paying employers include Xerox Corporation at $32K and Farmers Insurance Group at $32K, though some Senior Customer Service Representatives there earn up to $43K.

Popular Skills for Senior Customer Service Representative (CSR)


Survey results imply that Senior Customer Service Representatives deploy a deep pool of skills on the job. Most notably, skills in Customer Relationship Management, Software Knowledge, Microsoft Excel, and Microsoft Office are correlated to pay that is above average. Skills that are correlated to lower pay, on the other hand, include Call Center, Computer Service, and Typing. Most people experienced in Call Center also know Customer Relations.

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, experience does not seem to be a major factor in determining pay. 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 $36K. People with 10 to 20 years of experience make an average of about $39K in this role. Ultimately, more time spent in the workforce does seem to translate to bigger paychecks; seasoned veterans with more than 20 years of experience report a median income of $42K.

Pay Difference by Location

National Average: $37,633

Larger city markers indicate a job is popular in that location.

For Senior Customer Service Representatives, busy Chicago offers a higher-than-average pay rate, 15 percent above the national average. Senior Customer Service Representatives will also find cushy salaries in San Diego (+12 percent), New York (+10 percent), Los Angeles (+10 percent), and Dallas (+7 percent). In Tampa, salaries are 12 percent below the national average and represent the lowest-paying market. Two other places where employers offer below-median salaries are Columbus (10 percent less) and San Antonio (9 percent less).

Senior Customer Service Representative (CSR) Reviews

What is it like working as a Senior Customer Service Representative (CSR)?

Senior Customer Service Representative (CSR) in 21117:
"Corporate Culture."
Pros: I like the other representatives I work with.
Cons: The favoritism is horrible and so you will be stuck in a position knowing your qualified to apply for an opening in another dept. But if the hiring supervisor doesn't like you or whatever then you never get selected in the preliminary part of trying to get hired.

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Experience Affects Senior Customer Service Representative (CSR) Salaries



National Average
$38,000



Skills That Affect Senior Customer Service Representative (CSR) Salaries


Software Knowledge
up arrow 3%

Microsoft Excel
up arrow 2%

Microsoft Office
up arrow 1%

Training
0%

National Average
$38,000

Customer Service
up arrow 1%

Customer Relations
up arrow 1%

Insurance
up arrow 1%

Phone Support
up arrow 2%

Data Processing
up arrow 2%

Microsoft Word
up arrow 2%

Typing
up arrow 4%

Office Administration
up arrow 4%



Job Satisfaction

Highly satisfied
Rated 4 out of 5
based on 913 votes.

Gender

Female
79 %
Male
21 %

Years of Experience

Less than 1 year
0%
1-4 years
16%
5-9 years
26%
10-19 years
36%
20 years or more
22%

Common Health Benefits

medical benefits
Medical: 81%
dental benefits
Dental: 71%
medical benefits
Vision: 59%
dental benefits
None: 16%
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