Senior Customer Service Representative (CSR) Salary

Median pay for Senior Customer Service Representatives in the United States is around $16.65 per hour. Total cash compensation for Senior Customer Service Representatives runs from $27K to $56K depending on bonuses that can occasionally exceed $6K and profit sharing that can reach almost $7K. While the specific employer and tenure impact pay for this group, geography is the most influential factor. Men are in the minority of survey respondents, with female Senior Customer Service Representatives making up 78 percent. Medical benefits are awarded to a strong majority, and a fair number earn dental coverage. Job satisfaction is high and work is enjoyable for most Senior Customer Service Representatives. The information for this rundown comes from respondents who completed PayScale's salary questionnaire.

$31,593 - $61,733
$32K
$43K
$62K
MEDIAN: $43,149
10%
50%
90%

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$12.30 - $22.87
$12
$17
$23
MEDIAN: $16.69
10%
50%
90%

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$0$61K
Salary $31,593 - $61,733
Bonus $493.58 - $6,081
Profit Sharing $687 - $4,872
Commission $357.45 - $11,745
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).
)
$27,608 - $56,381
  • Country: United States
  • Currency: USD
  • Updated: 4 Oct 2017
  • Individuals Reporting: 1,019
Hourly Data $0$36
Hourly Rate $12.30 - $22.87
Hourly Tips $0.00
Overtime $17.97 - $36.30
Annual Data $0$56K
Bonus $493.58 - $6,081
Commission $357.45 - $11,745
Profit Sharing $687 - $4,872
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).
)
$27,608 - $56,381
  • Country: United States
  • Currency: USD
  • Updated: 4 Oct 2017
  • Individuals Reporting: 1,721

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

  • 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)


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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. Becoming a Customer Service Manager is, more often than not, the most common role that Senior Customer Service Representatives move into when they're ready for the next step in their career. The average salary for the position is $46K. Another frequent advance is for Senior Customer Service Representatives to assume an Administrative Assistant role; in this role, workers often earn $31K.

Senior Customer Service Representative (CSR) Job Listings

Popular Employer Salaries for Senior Customer Service Representative (CSR)


Well-known firms with a reputation for hiring numerous Senior Customer Service Representatives include UnitedHealth Group, Verizon Wireless, Bank of America Corp. (BOFA), Farmers Insurance Group, and Aetna, Inc. For Senior Customer Service Representatives, comfortable salaries can be found at Wells Fargo Home Mortgage; in fact, median earnings sit around $39K, the highest in the area. Those in search of high salaries should also consider J.P. Morgan Chase & Co. (JPMCC), Bank of America Corp. (BOFA), and Aetna, Inc., top-paying firms where Senior Customer Service Representatives rake in a solid $38K, $38K, or $37K, respectively.

Workers also receive paychecks lighter than average at Federal Express Corporation (FedEx) ($32K), Metropolitan Life Insurance Company (MetLife) ($33K), and TD Bank, N.A. ($34K).

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 Office, and Data Processing are correlated to pay that is above average. Skills that seem to negatively impact pay include Call Center, Call center operations, and Office Administration. 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)

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: $38,816

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

Chicago offers some of the highest pay in the country for Senior Customer Service Representatives, 19 percent above the national average. Senior Customer Service Representatives can also look forward to large paychecks in cities like San Diego (+13 percent), New York (+10 percent), Boston (+9 percent), and Los Angeles (+8 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 Spokane:
Pros: Casual attire, flexible hours, shidt swaps available.
Cons: Unreliable management, mandatory OT, non competitive commission scales.

Senior Customer Service Representative (CSR) in Phoenix:
Pros: Benefits, the ability to pay for things.
Cons: Every day you're being drained of 8 hours of your life that could have been used to do what you wanted to do.

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 Keller:
Pros: The customers! Knowing I am giving them their lunch or dinner and that the need it.
Cons: Management that does nothing but sit down and play on their phones and complain.

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
77 %
Male
23 %

Job Satisfaction

Highly satisfied
Rated 4 out of 5
based on 634 votes.
Less than 1 year
0%
1-4 years
20%
5-9 years
22%
10-19 years
34%
20 years or more
22%

Experience Affects Senior Customer Service Representative (CSR) Salaries

▲10%

▲1%

National Average
$39,000

▼3%

▼11%

Skills That Affect Senior Customer Service Representative (CSR) Salaries




National Average
$39,000

Data Processing
▼1%

Microsoft Excel
▼1%

Customer Relations
▼2%

▼2%



▼3%


▼5%



▼8%

Job Satisfaction

Highly satisfied
Rated 4 out of 5
based on 634 votes.

Gender

Female
77 %
Male
23 %

Years of Experience

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

Common Health Benefits

medical benefits
Medical: 79%
dental benefits
Dental: 72%
vision benefits
Vision: 63%
no benefits
None: 18%