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.

$30,940 - $59,943
(Median)
$31K
$42K
$60K
MEDIAN: $41,956
10%
50%
90%

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$12.09 - $22.10
(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
$30,940 - $59,943  
   
Bonus
$490.11 - $5,977  
Profit Sharing
$578 - $5,152  
Commission
$392.28 - $11,137  
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).
)
$27,056 - $54,422  
Country: United States | Currency: USD | Updated: 28 Oct 2016 | Individuals Reporting: 1,197
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
$12.09 - $22.10  
   
Hourly Tips
$0.31  
Overtime
$17.57 - $36.58  
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
$490.11 - $5,977  
   
Commission
$392.28 - $11,137  
Profit Sharing
$578 - $5,152  
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).
)
$27,056 - $54,422  
Country: United States | Currency: USD | Updated: 28 Oct 2016 | Individuals Reporting: 1,910
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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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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.

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, 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

National Average: $38,165

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

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.

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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 2%

Microsoft Office
up arrow 1%

Microsoft Excel
up arrow 1%

Customer Relations
0%

Data Processing
0%

Insurance
0%

National Average
$38,000

Training
up arrow 1%

Customer Service
up arrow 2%

Phone Support
up arrow 3%

Typing
up arrow 4%

Microsoft Word
up arrow 4%

Office Administration
up arrow 4%



Job Satisfaction

Highly satisfied
Rated 4 out of 5
based on 537 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
35%
20 years or more
22%

Common Health Benefits

medical benefits
Medical: 80%
dental benefits
Dental: 70%
medical benefits
Vision: 61%
dental benefits
None: 17%
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