As of March 01, 2025, the average annual salary for a Customer Service/Retention Representative, Senior in Rockford, IL is $48,710. Salary.com reports that pay typically ranges from $42,200 to $56,720, with most professionals earning between $36,273 and $64,013.
| Annual Salary |
Monthly Pay |
Weekly Pay |
Hourly Wage |
|
| 75th Percentile | $56,720 | $4,727 | $1,091 | $27 |
| Average | $48,710 | $4,059 | $937 | $23 |
| 25th Percentile | $42,200 | $3,517 | $812 | $20 |
An entry-level Customer Service/Retention Representative, Senior with under 1 year experience makes about $45,204. With less than 2 years of experience, a mid-level Customer Service/Retention Representative, Senior makes around $45,683. After 2-4 years, the Customer Service/Retention Representative, Senior pay rises to about $46,929. Those senior Customer Service/Retention Representative, Senior with 5-8 years of experience earn roughly $48,905, and those Customer Service/Retention Representative, Senior having 8 years or more experience are expected to earn about $51,622 on average.
| Levels | Salary |
|---|---|
| Entry Level Customer Service/Retention Representative, Senior | $45,204 |
| Intermediate Level Customer Service/Retention Representative, Senior | $45,683 |
| Senior Level Customer Service/Retention Representative, Senior | $46,929 |
| Specialist Level Customer Service/Retention Representative, Senior | $48,905 |
| Expert Level Customer Service/Retention Representative, Senior | $51,622 |
| Entry Level | 7% |
| Mid Level | 6% |
| Senior Level | 4% |
| Top Level | 0% |
| Experienced | 6% |
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Each competency has five to ten behavioral assertions that can be observed, each with a corresponding performance level (from one to five) that is required for a particular job.
Customer Service: Customer service is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees "who can adjust themselves to the personality of the guest". Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback. From the point of view of an overall sales process engineering effort, customer service plays an important role in an organization's ability to generate income and revenue. From that perspective, customer service should be included as part of an overall approach to systematic improvement. One good customer service experience can change the entire perception a customer holds towards the organization.
Training and Development: The process of improving the job performance of an individual or group through structured and planned training sessions.
Call Center: A call centre or call center is a managed capability that can be centralised or remote that is used for receiving or transmitting a large volume of enquiries by telephone.
| Skill | Salary | Demand |
|---|---|---|
|
Time Management
|
$61,375 |
26%
|
|
Leadership
|
$60,888 |
25%
|
|
Initiative
|
$60,400 |
24%
|
|
Diversity and Inclusion
|
$59,426 |
22%
|
|
Communication Skills
|
$59,426 |
22%
|
|
Insight
|
$57,965 |
19%
|
