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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