What does a Lead Customer Service Associate do?

Customer service representatives (CSRs) are the front-line support within organizations that sell products and services to consumers and businesses. In consumer sales focused companies, customer service reps provide phone-based support to customers to help resolve product issues, answer account and billing questions, and in some cases, make new sales. In services-focused companies whose sales are business-to-business in nature, a CSR will usually solve specific product quality or integration issues. In such cases, a rep will work closely with an account manager or sales representative.

The skills needed to be a successful customer service representative include: strong communication skills, customer service system experience, and time management and interpersonal skills.

  • Respond to customer inquiries and requests via telephone, email, and chat in a timely fashion
  • Document all inquires, requests, resolutions, and follow-up tasks
  • Escalate inquires and requests as necessary to the appropriate department or person following outlined guidelines
  • Display a courteous and empathetic attitude to all customers
  • Perform research to answer customer inquiries and requests
  • Grow existing customer accounts through exceptional customer service and effective sales techniques
  • Meet quantitative performance metrics as outlined
  • Keep customer accounts current by updating databases during calls
  • High school diploma or general education degree (GED) required
  • 1 year of customer service experience
  • Experience working with inbound and outbound calls, customer retention, and inside sales preferred
  • Proficient in Microsoft Office
  • Excellent interpersonal and communication skills
  • Comfortable working in a high volume role
  • Demonstrated ability to prioritize tasks and manage time efficiently
  • Basic computer skills in various software and web-based applications
Education--
Work/Life Balance
3.4 ★
Salary Range--
Career Opportunity
3.3 ★
Avg. Experience2-4 years

Lead Customer Service Associate Salaries

Average Base Pay

$31,707 /yr
Same as national average
Not including cash compensation
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$25K
Median: $32K
$40K
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Glassdoor Estimated Salary

Lead Customer Service Associate Career Path

Learn how to become a Lead Customer Service Associate, what skills and education you need to succeed, and what level of pay to expect at each step on your career path.

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Lead Customer Service Associate Insights

Read what Lead Customer Service Associate professionals have to say about their job experiences and view top companies for this career.
McDonald'sMcDonald's
Customer Service
Jun 1, 2020

“I enjoyed working there it was a nice and easy job with good hours and got to meet nice people”

Sending Love Roses
Customer Service Representative
Oct 5, 2020

“This was the best job I ever had the owners were super supportive and encouraging and help me grow”

Axess LawAxess Law
Customer Service Representative
Jun 12, 2020

“Katherine is the best manager I ever had and Lena is so Cool and Awesome!”

TescoTesco
Customer Service
Jul 21, 2021

“the hourly pay at tesco is good and the way the look after colleges is great.”

Look Optometry + Eyewear
Customer Service Representative
Dec 10, 2020

“Dr.Saggu was really nice and wonderful to work with provided many opportunities to learn from.”

PureB2BPureB2B
Customer Experience Manager
Feb 11, 2020

“It made my first day very easy and not scary because I already met my team.”

GameStopGameStop
Customer Service Representative
Sep 11, 2019

“The store manager was great I have to say and really down to earth and fun.”

Blue (CA)
Customer Service
Aug 17, 2021

“Pay wasn't great and the hours weren't great but it was also my first real job.”

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Lead Customer Service Associate Interviews

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