Senior Customer Service Representative (CSR) Salary
Senior Customer Service Representatives in the United States can expect wages of $16.45 per hour on average. Total cash incomes of Senior Customer Service Representatives run from $27K to $54K, depending on bonuses that can occasionally exceed $6K, profit sharing that reaches $5K, and some commissions of nearly $11K. Compensation for this group is mainly affected by geography, but the specific employer and experience level are influential factors as well. Female Senior Customer Service Representatives make up most of the survey respondents at 78 percent. Medical benefits are awarded to most, and a strong majority earn dental coverage. Work is enjoyable for Senior Customer Service Representatives, who typically claim high levels of job satisfaction. This snapshot results from replies to PayScale's salary survey.
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)
At the upper end, Senior Customer Service Representatives who move into an Operations Manager role can end up with a hefty increase in pay. The average income for Operations Managers is a much higher $59K per year. The most common career progression for Senior Customer Service Representatives leads to becoming a Customer Service Manager, where average pay is $46K annually. However, many Senior Customer Service Representatives also opt to become Administrative Assistants. Typically, an Administrative Assistant brings home $31K.
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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, Verizon Wireless, Regus Management Group LLC, Bank of America Corp. (BOFA), and Cigna Corporation are leading firms in the industry. Wells Fargo Home Mortgage offers the largest salaries in town — $39K on average. Other leaders in compensation levels are Bank of America Corp. (BOFA) at $38K, J.P. Morgan Chase & Co. (JPMCC) at $38K, and Comcast Cable, Inc., where Senior Customer Service Representatives annually earn $38K.
Workers at Xerox Corporation, Metropolitan Life Insurance Company (MetLife), and TD Bank, N.A. also face smaller salaries than the rest of the field — average earnings for these employers come to $31K, $33K, and $34K respectively.
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 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 Microsoft Word. Those proficient in Customer Relations are, more often than not, also skilled in 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, experience does not seem to be a major factor in determining pay. Relatively untried employees who have less than five years' experience have a median salary of $35K. Those who have been around for five to 10 years can expect to take home more — $37K on average. Senior Customer Service Representatives with one to two decades of relevant experience report an average salary of approximately $39K. Veterans who have worked for more than two decades do tend to make the most in the end; the median pay for this group is $43K.
Pay Difference by Location
For Senior Customer Service Representatives, Chicago provides a pay rate that is 19 percent greater than the national average. Senior Customer Service Representatives can also look forward to large paychecks in cities like Boston (+10 percent), Los Angeles (+9 percent), New York (+8 percent), and Dallas (+3 percent). Those in the field find the lowest salaries in San Antonio, 12 percent below the national average. Two other places where employers offer below-median salaries are Charlotte (8 percent less) and Tampa (7 percent less).
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