Senior Customer Service Representative (CSR) Salary

Senior Customer Service Representatives in the United States can expect to earn an average of $16.55 per hour. In the world of Senior Customer Service Representatives, total cash compensation ranges from $27K on the lower end to $55K on the higher end; this includes bonuses that reach $6K and profit sharing that approaches $5K in rare cases, with some high rollers snagging commissions as high as $11K. Compensation for this group is mainly affected by geographic location, but the company and experience level are influential factors as well. The majority of Senior Customer Service Representatives claim high levels of job satisfaction. Medical benefits are awarded to a large number, and a fair number earn dental coverage. Female Senior Customer Service Representatives make up most of the survey respondents at 78 percent. Respondents to the PayScale salary survey provided the data for this report.

$30,917 - $60,512
$31K
$42K
$61K
MEDIAN: $42,217
10%
50%
90%

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$12.17 - $22.40
$12
$17
$22
MEDIAN: $16.55
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$21K$42K$63K
Salary
$30,917 - $60,512  
   
Bonus
$482.37 - $6,157  
Profit Sharing
$690 - $5,128  
Commission
$352.35 - $10,853  
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).
)
$27,242 - $55,234  
Country: United States | Currency: USD | Updated: 4 May 2017 | Individuals Reporting: 1,119
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$13$26$39
Hourly Rate
$12.17 - $22.40  
   
Hourly Tips
$0.31  
Overtime
$17.57 - $36.28  
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$26K$52K$78K
Bonus
$482.37 - $6,157  
   
Commission
$352.35 - $10,853  
Profit Sharing
$690 - $5,128  
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).
)
$27,242 - $55,234  
Country: United States | Currency: USD | Updated: 4 May 2017 | Individuals Reporting: 1,811

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United States (change)

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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

  • 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.
  • May assist management in ensuring performance goals are met.
  • 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.

Common Career Paths for Senior Customer Service Representative (CSR)


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Senior Customer Service Representatives who go on to become Operations Managers may see their salaries climb quite a bit. Median pay for Operations Managers is $59K annually. With an annual salary of $46K, Customer Service Manager is the most common role for Senior Customer Service Representatives to subsequently assume on their way up the ladder. Transitioning into an Administrative Assistant role — which usually pays $31K — is also typical for Senior Customer Service Representatives, though less common by comparison.

Senior Customer Service Representative (CSR) Job Listings

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Popular Employer Salaries for Senior Customer Service Representative (CSR)


UnitedHealth Group, Verizon Wireless, Bank of America Corp. (BOFA), Farmers Insurance Group, and Aetna, Inc. are among the top companies that take on many Senior Customer Service Representatives. Senior Customer Service Representatives seeking a sizable paycheck can earn the most at Wells Fargo Home Mortgage, where the average salary comes to $39K. Senior Customer Service Representatives can also look forward to large paychecks at J.P. Morgan Chase & Co. (JPMCC) ($38K), Bank of America Corp. (BOFA) ($38K), and Aetna, Inc. ($37K).

Federal Express Corporation (FedEx), Metropolitan Life Insurance Company (MetLife), and TD Bank, N.A. also scrape the bottom of the pay scale, with median earnings hovering around $32K, $33K, and $34K.

Popular Skills for Senior Customer Service Representative (CSR)


Survey takers working as Senior Customer Service Representatives report using a large range of professional skills. Most notably, skills in Customer Relationship Management, Software Knowledge, Microsoft Office, and Data Processing are correlated to pay that is above average. At the other end of the pay range are skills like Call Center, Call center operations, and Office Administration. Most people experienced in Customer Relations also know Call Center and Customer Relationship Management (CRM).

Pay by Experience Level for Senior Customer Service Representative (CSR)

Pay by Experience for a Senior Customer Service Representative (CSR) has a positive trend. An entry-level Senior Customer Service Representative (CSR) with less than 5 years of experience can expect to earn an average total compensation of $35,000 based on 821 salaries provided by anonymous users. Average total compensation includes tips, bonus, and overtime pay. A Senior Customer Service Representative (CSR) with mid-career experience which includes employees with 5 to 10 years of experience can expect to earn an average total compensation of $38,000 based on 971 salaries. An experienced Senior Customer Service Representative (CSR) which includes employees with 10 to 20 years of experience can expect to earn an average total compensation of $39,000 based on 1,219 salaries. A Senior Customer Service Representative (CSR) with late-career experience which includes employees with greater than 20 years of experience can expect to earn an average total compensation of $43,000 based on 631 salaries.

Pay Difference by Location

National Average: $38,321

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, 19 percent above the national average. Senior Customer Service Representatives will also find cushy salaries in San Diego (+13 percent), New York (+10 percent), Boston (+10 percent), and Los Angeles (+9 percent). San Antonio ranks last in the field for pay, reporting salaries 11 percent below the national average. Employers also pay below the national average in Columbus (8 percent lower) and Charlotte (7 percent lower).

Senior Customer Service Representative (CSR) Reviews

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

Senior Customer Service Representative (CSR) in Cincinnati:
"New Territory."
Pros: I've noticed my role at School Outfitters take new shape since I started there. As the company and department grows, I've had opportunities to develop new skills and undergo new training as a senior agent that has not been explored before. I helped in writing a manual for the Senior Customer Relations agent role for other reps who got promoted after me. I've come to be valued as a mentor for other reps look up to since I've gone through much of the training they went through with fewer resources and succeeded.
Cons: Some of this has caused much stress as I have had to learn from mistakes made based on my lack of knowledge or unforeseen missteps that came from my training.

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.

Related Job Salaries

Key Stats for Senior Customer Service Representative (CSR)

Gender

Female
78 %
Male
22 %

Job Satisfaction

Highly satisfied
Rated 4 out of 5
based on 558 votes.
Less than 1 year
0%
1-4 years
20%
5-9 years
23%
10-19 years
34%
20 years or more
22%
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Location:
Years in Fields/Career:
United States (change)

Experience Affects Senior Customer Service Representative (CSR) Salaries

▲11%

▲3%

National Average
$38,000

▼2%

▼10%

Skills That Affect Senior Customer Service Representative (CSR) Salaries




Customer Relations
▼0%

Data Processing
▼0%

Microsoft Excel
▼0%

National Average
$38,000

▼1%

▼1%



▼3%




▼7%

Job Satisfaction

Highly satisfied
Rated 4 out of 5
based on 558 votes.

Gender

Female
78 %
Male
22 %

Years of Experience

Less than 1 year
0%
1-4 years
20%
5-9 years
23%
10-19 years
34%
20 years or more
22%

Common Health Benefits

medical benefits
Medical: 80%
dental benefits
Dental: 71%
vision benefits
Vision: 63%
no benefits
None: 17%
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