Senior Customer Service Representative (CSR) Salary

Senior Customer Service Representatives in the United States can expect wages of $16.01 per hour on average. In the world of Senior Customer Service Representatives, final incomes generally run from $27K to $54K; this includes potential for up to $4K each from bonuses and profit sharing, with a few high performers earning commissions of $13K. While the particular city and tenure impact pay for this group, the particular firm is the most influential factor. Most Senior Customer Service Representatives survey respondents are women (79 percent). A large number enjoy medical while a fair number get dental coverage. Vision coverage is also available to the greater part. The majority of Senior Customer Service Representatives claim high levels of job satisfaction. This report is based on responses to the PayScale salary survey.

$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

  • 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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It's not very common for Senior Customer Service Representatives to move on to become Operations Managers. Average pay for an Operations Manager is $59K annually. However, Senior Customer Service Representatives typically graduate to Customer Service Supervisors or Administrative Assistants.

Senior Customer Service Representative (CSR) Job Listings

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Popular Employer Salaries for Senior Customer Service Representative (CSR)


Known for taking on a considerable number of Senior Customer Service Representatives, UnitedHealth Group, Regus Management Group LLC, Bank of America Corp. (BOFA), Aetna, Inc., and TD Bank, N.A. are leading firms in the industry. Wells Fargo Home Mortgage offers the largest salaries in town — $39K on average. Senior Customer Service Representatives will also find cushy salaries at Comcast Cable, Inc. (+$39K), Federal Express Corporation (FedEx) (+$38K), and Bank of America Corp. (BOFA) (+$38K).

Bringing up the rear, Convergys Corporation's median pay of $28K is the lowest in town; however, employee salaries widely range, with some making up to $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 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 Excel, and Microsoft Office are correlated to pay that is above average. At the other end of the pay range are skills like Call Center, Computer Service, and Typing. Those proficient in Call Center are, more often than not, also skilled in 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.


Senior Customer Service Representatives do not generally earn higher incomes from more experience in the field. Survey participants with less than five years' experience pocket $33K on average, but those with five to 10 years of experience enjoy a much bigger median of $36K. Senior Customer Service Representatives who work for 10 to 20 years in their occupation tend to earn about $39K. Veterans who have acquired more than 20 years report a median income of $42K, which is generally higher than the pay reported by other tenure groups.

Pay Difference by Location

National Average: $37,633

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

Surpassing the national average by 15 percent, Senior Customer Service Representatives in Chicago receive some of the highest pay in the country. 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). Falling short of the national average by 12 percent, the area with the worst salaries is Tampa. Columbus and San Antonio are a couple other places where companies are known to pay below the median — salaries are 10 percent lower and 9 percent lower, respectively.

Senior Customer Service Representative (CSR) Reviews

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

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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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