What Is Another Word For Customer Service Representative

What are the all-time Customer Service task titles for you and your team? You've got a lot (Customer Service, Customer Experience, Client Success, Customer Care, etc.) to choose from.

I reviewed 164 Client Service task titles searched for past candidates (and employers!) to find the all-time titles for you to cull from. This mini-report is the latest chapter in Ongig's series called Job Titles: The Definitive Guide.

Below you lot'll find:

What is Customer Service? — Best practices on roles and section names.
Customer Service Org Nautical chart — The standard hierarchy for Customer Service department positions
The Top 20 Nigh Searched-For Customer Service Titles — A pie chart of the meridian 20 Customer Service positions that candidates search for on Google.
x Client Service Chore Titles and Descriptions — A listing of the elevation ten Customer Service chore titles and descriptions that employers request. Plus a bonus task description: Account Manager (could be customer service, or could exist considered sales, depending on the company.)

What qualifies as a customer service job?

What is customer service? Here's a overnice definition past Salesforce:

"Customer service is the back up you offer your customers — both earlier and later they buy and use your products or services — that helps them have an piece of cake and enjoyable experience with you. Offering amazing customer service is important if you lot want to retain customers and abound your business."

Companies use many variations of "Customer Service" task titles. Here are a few examples:

Customer Support (Workday uses)
Customer Success (Twitter uses)
Customer Experience (Slack uses)
Client Care (Lyft uses)
Client Happiness (Under Armour uses)
Client Intendance (IBM uses)
Customer Service (Robert Half uses)
Call Center/Call Centre (SiriusXM uses)
Guest Services (Google uses)
Customer Delight (Zomato uses)
Business Relationship (Linkedin uses)
Partner Back up (Amazon uses)

The "customer service" role has evolved over the years too:

"The principal divergence between service today and service ten years agone is that customers expect premium service to be built-in from the commencement sales or marketing interaction and comport through to the moment they ask for help, post-purchase, and dorsum once again."
(source: What is customer service? Definition, importance & tips, Zendesk)

What is customer success?

What is the difference between customer supportand customersuccess?

"Customer Success" titles (due east.g. Client Success Manager (CSM)) have get a widely-used championship for cloud/SaaS companies. The CSM at a SaaS/Cloud company is the person who owns the account once sales has closed information technology. A CSM is critical because the bulk of revenue from a SaaS customer comes from renewals and upsells. SaaS companies using Customer Success positions include:

DocuSign
Adobe
Okta
Slack

A SaaS company might nevertheless utilize "client service" as a role but it will likely be i that responds to customer asking "tickets" in which a customer has a problem with the software. The customer success manager, on the other hand, will be the person having strategic calls with the customer such as a quarterly business review or renewal telephone call.

What is an account manager?

There can be a fuzzy line betwixt customer service and account management.

For example, the role "Business relationship Manager" is nigh often a sales role that hunts for new business (due east.m. Lenovo uses Global Account Manager for a "Proactive Solutions Selling" position). However, Account Manager is likewise sometimes used every bit a client service/customer success part focused on supporting and growing an existingbusiness relationship.

Here are a couple of Account Managing director positions with a customer service/success aspect:

Pitney Bowes uses Customer Account Director for a part that by and large supports existing customers (while likewise supporting the sales team)
eBay uses Ad Solutions Account Manager for a pre- and post-sales office to cultivate sellers on its platform;
Checkpoint Software uses Regional Account Director to develop existing channel partnerships

To help analyze when an Account Manager is more of a sales function, a best exercise is to put "Sales" in the job championship. Examples:

Google uses Sales Account Managing director to develop and grow; agency relationships (part sales part retention).
Cherry-red Balderdash uses Sales Account Manager for growing existing shop business;
Century Link Sales Account Managing director to develop existing sales in a given territory.

Customer Service Job Titles Hierarchy

Here'southward a typical org chart of Client Service position titles.

Main Customer Officeholder (CCO) – Chief Experience Officer, Chief Client Officeholder, Master Customer Service Officer
Vice President of Client Service – Customer Service Executive, VP Customer Experience, VP Client Services, SVP Global Customer Service
Manager Customer Service – Customer Experience Director, Director of Customer Services, Managing director of Implementation, Voice of the Customer
Customer Service Manager (CSM) – Client Success Manager, Call Center Supervisor, Implementation Manager, Human relationship Manager, Client Services Manager, Client Experience Manager, Manager of Customer Success
Individual Contributors – Customer Service Representative, Telephone call Center Representative, Implementation Specialist, Customer Service Agent, Implementation Consultant, Customer Care Representative, Customer Trainer, Back up Specialist, Client Advocate
Entry Level – Client Service Assistant, Customer Success Intern, Trainee Technical Back up, Client Service Trainee

Here's a longer list of titles by each row of the pyramid with little more texture on each:

Job Titles for Customer Service Leaders

Here are the top 10 titles I found candidates and employers using for Customer Service leaders:

Master Customer Officer (CCO) (Hubspot uses). Interesting note: Only ten% of companies with $20 million or more than in sales uses the CCO championship; source: Tomasz Tunguz
Chief Feel Officeholder (CXO) (Northwell Health)
Main Client Officer
Main Customer Service Officer
Head of Client First (Uber uses)
Caput of Global Customer Service
Head of Customer Success (Asana uses)
Principal Feel Officeholder
Head Global Client Service (Wayfair uses)
Head of Customer Kickoff (Okta uses)

VP of Customer Service Titles

Here are the pinnacle 12 titles I found candidates and employers using for Customer Service Vice President titles:

Vice President Customer Service (eBay uses)
Customer Service Executive
VP Customer Experience
VP Client Services
Client Operations Executive
VP of Customer Success
Vice President of Customer Success
SVP Client Management
Customer Experience Executive
Customer Solutions Executive
SVP Global Customer Service (PayPal uses)
Senior Vice President Customer First (Okta uses)

Manager of Customer Service Titles

Here are the elevation eleven nearly used Client Service director titles:

Customer Service Director
Customer Experience Director
Director of Client Services
Director of Implementation
Managing director of Client Service
Vocalization of the Customer
Member Services Director
Director of Guest Services
Client Success Team Lead (Asana uses)
VP Client Relationship Director
Senior Director Customer First (Okta uses)

Customer Service Manager Titles

At that place are numerous Client Service Manager alternative titles to utilise. Hither are the top 18 I institute candidates and employers using:

Customer Service Manager (CSM)
Customer Success Manager
Phone call Center Supervisor
Relationship Manager
Customer Services Manager
Relationship Manager
Implementation Manager
Customer Service Supervisor
Customer Intendance Manager
Guest Services Manager
Manager of Customer Success
Customer Care Manager
Partner Back up Manager
Services Account Director
Dedicated Customer Service Manager (Asana uses)
Member Services Manager
Regional Managing director Customer Success (Linkedin uses)
Customer Please Managing director (Zomato uses)

Private Contributor Customer Service Titles

When you get to the individual contributor level of Customer Service positions, in that location is more granularity. Here are the top 25 I found candidates and employers using:

Customer Service Representative
Telephone call Heart Rep
Implementation Specialist
Customer Service Agent
Implementation Consultant
Client Care Representative
Support Specialist
Customer Advocate
Call Center Rep
Client Service Associate
Client Service Representative
Client Advocate
Client Engineer
Guest Services Agent
Guest Services Coordinator
Client Service Skillful
Client Service Rep
Client Service Engineer (HPE uses)
Customer Feel Specialist
Client Care Specialist
Customer Service Expert (Salesforce uses)
Customer Happiness Amanuensis
Customer Success Architect
Customer Experience Agent
Client Success Specialist (Twitter uses)

Entry-Level Customer Service Chore Titles

Examples of entry-level Client Service titles include:

Customer Service Trainee
Entry Level Client Service Intern
Customer Success Intern
Customer Service Assistant
Customer Experience Intern
Trainee Customer Support

Summit Customer Service Task Titles (Candidates)

Below is a listing of the top 20 Customer Service job titles based on Google queries we establish on ahrefs.

Customer Service Representative is the #1 searched-for job by candidates and is also the #i about requested client service job clarification by employers (see Top ten list below).

pie chart of top customer service job titles

Top 10 Customer Service Chore Titles and Descriptions (Employers)

Below are the meridian ten Client Service Job Description titles employers request on Google, according to ahrefs.

I've included a brief description for each besides as the # of task title searches per calendar month past employers.

Customer Service Representative

A Customer Service Representative, likewise commonly called a Customer Service Amanuensis or Client Care Representative is a customer-facing employee who receives calls, manages complaints, and answers client requests. A Customer Service Agent is likewise responsible for:

Solves client problems
Helps achieves customer goals
Sends customer communications

# of job championship searches per month: ii,700; Customer Service Agent: 150; Customer Intendance Representative: 100

Customer Service Managing director

A Customer Service Manager supervises a squad of customer service employees. A Customer Service Director facilitates client growth and outcome resolution. Other responsibilities of a Client Service Manager include creating client service procedures, documenting policies and standards, and set clear client goals.

# of job title searches per calendar month: i,000; Customer Success Manager: 500; Customer Service Supervisor: 300

Call Middle Representative

A Call Center Representative maintains client databases, fields customer calls, and resolves problems. Other tasks of a Call Center Representative include:

Troubleshooting for clients
Adding production features for customers
Finding solutions for clients

# of job title searches per month: 400

Relationship Manager

A Relationship Manager, popular in the cyberbanking manufacture, is responsible for setting upward client meetings, looking for potential new customers, and staying upwardly to date on regulations. A Relationship Director is unremarkably chosen a Client Services Managing director or Client Relationship Director. Duties of a Human relationship Director may also include assessing customer needs, conducting customer satisfaction reviews, and document action plans.

# of job championship searches per month: 400; Client Services Manager: 250; Client Relationship Managing director: 150

Support Specialist

A Support Specialist is a link between a company'south service or product. A Support Specialist is tasked with:

Managing customer complaints
Providing technical support
Supplying product information to clients
Analyzing customer needs
Opening new customer accounts

# of job title searches per month: 300

Call Heart Manager

A Call Center Manager leads a staff of call heart support agents. A Telephone call Centre Manager is responsible for managing the solar day to twenty-four hours operations of a call centre and improving phone call center processes. A Call Center Managing director also recruits and trains new employees, and tracks their productivity. Managing call center budgets is besides a chore of a Call Eye Managing director.

# of task championship searches per calendar month: 250; Phone call Center Supervisor: 200

Implementation Specialist

An Implementation Specialist or Implementation Consultant supports a client after their purchase of a product or service. The chief duties of an Implementation Specialist include:

Managing the implementation of a production or service
Configuring and setting up a product or service
Managing the project schedule
Training clients on a new system or product

# of job championship searches per month: 250; Implementation Consultant: 100

Chief Customer Officer

A Principal Client Officer leads the customer service team in an organization. A Chief Customer Officer creates systems to improve customer service and the customer's experience. A Main Customer Officeholder likewise develops employee grooming programs related to optimal customer experience. The Primary Customer Officer works with the senior management team to solve customer problems and create long term plans for customer retention.

# of job championship searches per calendar month: 150

Customer Services Director

A Customer Services Managing director leads a squad of customer back up representatives. Top tasks of a Customer Service Director include:

Managing client back up workflow
Creating a customer service strategy and goals
Auditing employee performance
Leading client relationship meetings

# of chore championship searches per month: 150; Client Service Managing director: 100

Customer Advocate

A Client Abet studies customer needs and provides support to their customers. A Client Advocate helps satisfy customer needs and maintains an open line of advice with clients. A Customer Advocate too manages issue resolution and provides recommendations for improving customer service.

# of job title searches per month: 100

Account Manager

An Account Manager is a link between the sales and customer service teams in a company. The duties of an Account Manager are:

Manages sales relationships with customers
Maintains existing client relationships
Understands customer demands
Identifies new sales opportunities for existing clients
Establishes client budgets

# of chore title searches per month: 4,400

Creative Customer Service Chore Titles

There are some quite funny job titles for Customer Service. One startup calls their Customer Support people "Consultants" and their managers "Coaches". Here are a few other creative customer service job titles.

Primary Chatter Telephone call Middle Manager
Geek Squad Agent (Customer Service Agent)…Best Buy uses Geek Squad Agents to repair and upsell clients
Genius (Customer Service Person)…Apple tree uses it at Apple Store
Happiness Hero (Customer Service Representative)…Buffer
Head of Customer Wow (Head of Customer Service)

Thank you, Customer Service Job Title Experts!

In addition to the sources cited above, special thanks to these experts on Customer Service titles:

Swetha Ameresan'due south commodity on What Exactly Does a Customer Service Rep Do?
Peter Jones' article on half-dozen Skills Yous Demand to Become a Call Center Representative
Full Job's Human relationship Manager chore description
Study.com'south article on Customer Support Specialist: Job Duties & Career Info
Daniela Puzzo's commodity on 7 Things Great Call Middle Managers Do Every Twenty-four hours
Steve McDonnell'southward article on Implementation Specialist Task Description
Swetha Ameresan's article on How to Become the Primary Customer Officer (CCO)
Nandini Jammi'due south article on What Is a Client Advocate?
What is customer service? Definition, importance & tips (by Courtney Gupta)

Why I wrote this?

My team and I share this enquiry on Customer Service job titles to assistance you optimize your own titles. This supports our mission to transform job descriptions. Cheque out Ongig.com to learn more than.

June 3, 2020 by in Job Titles