Customer Service Manager Job Description: Top Duties and Qualifications

Last updated: July 28, 2022

 

A Customer Service Manager, or Customer Support Manager, is responsible for overseeing the daily operations of the customer service department. Their duties include communicating customer service objectives to Customer Service Representatives and other department personnel, compiling data to make assessments of their department’s progress and coordinating with upper management to find ways to enhance their customer service objectives among their employees.

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Customer Service Manager duties and responsibilities

A Customer Service Manager is responsible for ensuring the satisfaction of customers at all times. They typically have the following duties and responsibilities:

  • Supervising the daily operations of the customer service department
  • Creating a reliable customer loyalty program
  • Setting customer service goals for team members and helping them reach those goals
  • Interacting with customers and handling customer queries and complaints in a timely manner
  • Maintaining relationships with profitable customers
  • Making weekly and monthly reports and surveys
  • Staying current on the latest industry trends and techniques
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What does a Customer Service Manager do?

Customer Service Managers typically work for corporations across industries to ensure that customers feel supported. They work closely with other department heads to develop an understanding of their corporation’s products and services to provide better leadership to their employees’ and their effectiveness. Their job is to hire and train new customer service staff members, brainstorm ways to streamline the customer service process and host meetings with their team to answer questions or implement new department policies.

They may also communicate directly with customers if a Customer Service Representative thinks they need additional guidance, or if multiple employees call out for the day.

Customer Service Manager skills and qualifications

A successful Customer Service Manager should have the following skills and qualifications so as to fulfill their daily duties:

  • Leadership skills
  • Written and verbal communication skills
  • Problem-solving skills
  • Negotiation skills
  • Patience, compassion and empathy
  • A passion for customer satisfaction
  • Time management skills
  • Readiness to learn

Customer Service Manager salary expectations

A Customer Service Manager makes an average of $46,566 per year. Salary may depend on a Customer Service Manager’s level of experience, education and geographical location. Most Customer Service Managers have a tenure of two to four years in their position.

Customer Service Manager education and training requirements

In general, Customer Service Managers are typically required to have a bachelor’s degree, preferably in business administration, so that they will have the necessary knowledge in business, finance, administration and management. As for the training requirements, Customer Service Managers usually gain the required experience through on-the-job training after working for 5 to 10 years as a Customer Service Representative, Supervisor or Team Leader.

Customer Service Manager experience requirements

A Customer Service Manager needs to have vast experience in handling customers’ requests and issues in a management role. The most common Customer Service Manager experience requirements include at least 10 years of experience in customer service, 5 years of experience in a managerial or a supervisory position and experience in business administration or e-commerce. Moreover, certifications in customer service management and customer care are usually required by many employers, and experience in using customer relationship management (CRM) applications and word processing software will definitely be a plus.

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Frequently asked questions about Customer Service Managers

 

What is the difference between a Customer Service Manager and a Customer Success Manager?

The difference between a Customer Service Manager and a Customer Success Manager is that Customer Service Managers have a dedication to providing reactive support to their customers. In contrast, Customer Success Managers focus on implementing proactive procedures that improve the customer’s experience using a product or service. For example, Customer Service Managers work to develop policies and procedures to help customers troubleshoot problems, file complaints or receive help to purchase products and services. 

In contrast, Customer Success Managers work with their team to identify potential issues with company products and services that may hinder customers’ overall goals in using their products or services. They make an effort to reach out to customers to ask about their experience and offer suggestions to maximize customer goals by using a product or service.

 

What are the daily duties of a Customer Service Manager?

On a typical day, a Customer Service Manager starts by responding to time-sensitive emails or phone messages from customers, employees or upper-management personnel. Throughout the day, they hold meetings with Customer Service Representatives to discuss recent customer feedback, review new policies for answering phone calls and chat messages and answer questions from their team members. 

When Customer Service Managers have downtime in their office, they look at data regarding customer feedback and organize data into complaints, praise and common questions about products or services. They write reports based on this data to make suggestions to upper management about potential product defects or highlight products customers love.

 

What qualities make a good Customer Service Manager?

A good Customer Service Manager has a natural ability to lead, allowing them to oversee a team of professionals to implement excellent customer service initiatives. They should have a calm and personable nature that helps them connect with customers and make them feel valued or supported. They also need to have an expert understanding of their company’s products and services to guide customers and provide proper training to new Customer Service Representatives. A good Customer Service Manager also comes up with innovative customer service initiatives by analyzing data.

 

Who does a Customer Service Manager report to?

A Customer Service Manager typically reports to the Customer Service Director. The Customer Service Director provides the Customer Service Manager with information regarding their department budget and changes to daily operations decided on by company executives.

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    Last updated: Apr 28, 2021