ZipRecruiter

Log In

1

Senior Customer Service Representative Jobs (NOW HIRING)

pca

Senior Customer Service Representative

Jackson, TN · On-site

$18.25 - $25.25/hr

The Senior Customer Service Representative is responsible for providing superior service to customers. This includes responding to customer inquiries regarding product availability, pricing, freight ...

PCA

SR CUSTOMER SERVICE REP

Salem, OR

$65K - $80K/yr

Senior Customer Service Representative As a Fortune 500 company, Packaging Corporation of America (PCA) is an ideas and solutions company. Our corrugated packaging business seeks to be the leader in ...

cen.ai

Senior Customer Service Representative

Jupiter, FL

$18 - $24.75/hr

Senior Customer Service Representative Job Category: Retail Full-Time On-site Jupiter Branch Jupiter, FL 33458, USA Description The Senior Customer Service Representative (Sr CSR) is responsible for ...

next page

Showing results 1-20

All JobsCustomer Service Representative JobsSenior Customer Service Representative Jobs

Senior Customer Service Representative information

See salary details

$12

$23

$35

How much do senior customer service representative jobs pay per hour?

As of Jun 8, 2026, the average hourly pay for senior customer service representative in the United States is $23.07, according to ZipRecruiter salary data. Most workers in this role earn between $18.51 and $25.48 per hour, depending on experience, location, and employer.

What are Senior Customer Service Representatives?

Senior Customer Service Representatives are experienced professionals who handle complex customer inquiries, resolve issues, and provide guidance to both customers and junior staff. They often act as a bridge between customers and management, ensuring high-quality service and customer satisfaction. Their responsibilities may also include training new employees, handling escalated complaints, and implementing service improvement strategies.

What are the key skills and qualifications needed to thrive as a Senior Customer Service Representative, and why are they important?

To thrive as a Senior Customer Service Representative, you need strong problem-solving abilities, in-depth product knowledge, and several years of customer service experience, often supported by a relevant diploma or degree. Familiarity with CRM software, call center systems, and ticketing platforms is typically required. Excellent communication, patience, and leadership skills help you resolve complex issues and mentor junior staff. These skills are essential to ensure high-quality customer interactions, efficient issue resolution, and ongoing team improvement.

How does a Senior Customer Service Representative typically collaborate with other departments to resolve complex customer issues?

Senior Customer Service Representatives often act as a bridge between customers and other departments such as technical support, billing, or product management. When handling complex or escalated cases, they coordinate with these teams to gather detailed information or implement solutions, ensuring that customer concerns are addressed thoroughly and efficiently. Effective communication and a proactive approach are key, as seniors not only relay information but also advocate for the customer’s needs within the organization. This cross-functional collaboration helps maintain high customer satisfaction and streamlines problem resolution.

What is the difference between Senior Customer Service Representative vs Customer Service Associate?

AspectSenior Customer Service RepresentativeCustomer Service Associate
Required CredentialsHigh school diploma; experience in customer service; sometimes certifications in communication or CRM softwareHigh school diploma or equivalent; entry-level customer service experience
Work EnvironmentCall centers, retail, corporate offices; handling complex customer issuesRetail stores, call centers, front desk; basic customer interactions
Employer & Industry UsageRetail, telecommunications, finance, healthcareRetail, hospitality, retail banking, telecom

The Senior Customer Service Representative typically handles more complex issues, requires more experience, and may have additional certifications. Customer Service Associates focus on basic customer interactions. The senior role often involves mentoring and problem-solving, while the associate role emphasizes routine service tasks.

More about Senior Customer Service Representative jobs
What cities are hiring for Senior Customer Service Representative jobs? Cities with the most Senior Customer Service Representative job openings:
What are the most commonly searched types of Customer Service Representative jobs? The most popular types of Customer Service Representative jobs are:
Who are the top companies hiring for Senior Customer Service Representative jobs? The top employers for Senior Customer Service Representative jobs are:
What states have the most Senior Customer Service Representative jobs? States with the most job openings for Senior Customer Service Representative jobs include:
What job categories do people searching Senior Customer Service Representative jobs look for? The top searched job categories for Senior Customer Service Representative jobs are:
What are popular job titles related to Senior Customer Service Representative jobs? For Senior Customer Service Representative jobs, the most frequently searched job titles are:
Senior Customer Service Representative jobs near you
Infographic showing various Senior Customer Service Representative job openings in the United States as of May 2026, with employment types broken down into 3% As Needed, 48% Full Time, and 49% Part Time. Highlights an 95% Physical, 1% Hybrid, and 4% Remote job distribution, with an average salary of $47,994 per year, or $23.1 per hour.
Senior Customer Service Representative

Senior Customer Service Representative

pca

Jackson, TN • On-site

$18.25 - $25.25/hr

Other

Posted 16 days ago

Packaging Corporation Of America rating

7.6

Company rating: 7.6 out of 10

Based on 145 frontline employees who took The Breakroom Quiz

35th of 109 rated packaging manufacturers

Job description

The Senior Customer Service Representative is responsible for providing superior service to customers.  This includes responding to customer inquiries regarding product availability, pricing, freight rates, allocations, and delivery dates, receiving new orders, and monitoring status of current orders.  Additionally, the Senior Customer Service Representative is responsible for resolving complaints and requests for billing adjustments.  The Senior Customer Service Representative normally handles larger and more complicated customer accounts and orders. 

PRINCIPLE ACCOUNTABILITIES: 

Receive, process, and track assigned orders through to scheduling.  Consult with various internal departments to ensure order completeness, on-time delivery and accurate invoicing. 

Communicate significant information regarding customer accounts/orders to appropriate internal departments including ensuring Sales Representatives are informed of pertinent activity regarding individual accounts. 

Coordinate customer requests for product specifications, availability, shipping, quotations and estimates, samples. 

Serve as a link between the customer and the design, sales and production teams to meet customer requirements including scheduling production, securing delivery dates, addressing order changes, and resolving complaints. 

Maintain organized customer files. 

Investigate and resolve customer complaints including billing issues and escalates to Manager or appropriate internal departments when needed. 

Manage on-hand inventory levels and reconciles to customer orders, forecasts and just in time schedules; this includes taking physical inventory at month end.

May provide direction and support to other customer service representatives and/or provide back up to Customer Service Manager as needed.

BASIC REQUIREMENTS:

Education equivalent to high school diploma required. 

Five (5) years’ previous work experience in a customer service role with experience handling customer orders on an order entry system and maintaining and building strong positive customer business relationships.

Strong working knowledge of computer systems including experience with Microsoft Word, Excel, and Outlook

PREFERRED REQUIREMENTS:

Associates degree or college accounting coursework.

Two (2) years’ previous work experience in the manufacturing sector, containerboard and corrugated packaging industry.

Previous experience using an automated order entry system.

KNOWLEDGE, SKILLS & ABILITIES:

Strong attention to meeting and exceeding customer expectations. 

The ability to network and build relationships with individuals of various experience and corporate positions. 

Strong active listening and evaluating skills.

Strong analytical skills with the ability to handle detail oriented tasks and review multiple documents and reports.

Able to work in a fast paced, deadline-oriented environment, prioritize assignments, and handle multiple tasks.

Above average written and verbal communication skills with the ability to communicate to multiple audiences and purposes, and to effectively communicate with customers over the phone.

Strong organizational skills with the ability to handle numerous details, deadlines, and requests.

Previous experience working in a team environment preferred, or a strong understanding of the importance of open communication and information sharing among co-workers.

Able to work flexible hours or overtime as needed.

What Packaging Corporation Of America employees say

Pay

Benefits

Hours and flexibility

Workplace

Get the full story on Breakroom

Apply