Customer Service Manager Job Description: Top Duties and Qualifications

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

Customer Service Manager Job Description Examples:

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Customer Service Manager

Provides overall management and leadership of the Customer Service Team focused on providing excellent customer service. Reviews and approves staffing schedules to ensure staffing meets the demand. Assesses the training needs of the Customer Service Team and oversees the training development and delivery. Creates, monitors and reports the performance metrics for the Customer Service area. Identifies and implements process improvements across the Customer Service department as well as other departments when necessary.

Makes Customer Service policy recommendations that align with the strategic direction of the company and/or provide better service to our customers. Ensures Customer Service team is adhering to company policies and guidelines. Creates a unified Customer Service team through effective communication, team building, motivation and recognition. Leads Customer Service improvement projects through effective project management and leadership.

Handles the more complex customer issues as well as escalated customer calls. Reviews and approves adjustments and escalated payment arrangements. Performs Customer Service Supervisor duties when the need arises. Reviews and approves credit and debit memos to customer accounts. Prepares yearly budget for the Customer Service section.

The successful candidate must have a High School Diploma or equivalent with two years’ experience in customer relations. College degree is preferred. Must also have excellent communication skills, computer experience, and supervisory experience.

Job Type: Full-time

Salary: $30.99 to $46.49 /hour

Experience:

  • Customer Relations: 2 years (Required)

    Education:

  • Bachelor's (Preferred)

    Work Location:

  • One location

    Benefits:

  • Health insurance

  • Dental insurance

  • Vision insurance

  • Retirement plan

  • Paid time off

  • Professional development assistance

    This Job Is Ideal for Someone Who Is:

  • Dependable -- more reliable than spontaneous

  • People-oriented -- enjoys interacting with people and working on group projects

  • Adaptable/flexible -- enjoys doing work that requires frequent shifts in direction

    This Job Is:

  • A job for which military experienced candidates are encouraged to apply

  • A job for which all ages, including older job seekers, are encouraged to apply

  • A job for which people with disabilities are encouraged to apply

    Schedule:

  • Monday to Day 8 hour shift
  • ×

    Customer Service Manager

  • Remote, Online Position

  • Full-time, Part-time - Flexible Schedules

  • Salary: $45,000.00 to $50,000.00 /year + Bonuses

    Our company needs to add several Online Customer Service Managers to our growing team. The successful candidate will focus on all aspects of customer satisfaction and care as well as the supervision of our dedicated Customer Service Associates. We need a Customer Service Manager who can take charge of our customer service department and foster positive relationships with our clients. If you know how to find unique ways to deal with customer complaints or concerns, you’d be a perfect fit for this position. We offer excellent benefits, a competitive starting salary and paid vacation as well as opportunities for advancement.

    Online Customer Service Manager responsibilities:

  • Oversee our customer service team

  • Manage and train Customer Associates

  • Set reasonable customer satisfaction goals and work with the team to meet them on a consistent basis

  • Interact with customers on a daily basis, responding to their questions and guiding them to the appropriate service

  • On-board new employees and train them based on your expertise and skillset

  • Create and implement an effective customer loyalty program

    Applicant Qualifications:

  • Do you have the following license or certification: Driver's License?

  • Are you willing to undergo a background check, in accordance with local law/regulations?

    Job Types: Full-time, Part-time

    Salary: $45,000.00 to $50,000.00 /year

    Experience:

  • customer service: 1 year (Preferred)

    Education:

  • High school or equivalent (Required)

    Additional Compensation:

  • Bonuses

    Benefits:

  • Health insurance

  • Dental insurance

  • Vision insurance

  • Retirement plan

  • Paid time off

  • Flexible schedule

    Schedule:

  • Yes
  • ×

    Customer Service Manager

    Job Description:

    Customer Service Coordinator

    Job Title: Client Care Coordinator

    Looking for a job with flexibility? Trillium offers the best of both worlds. We are set up to be a work from home company. We work 3 days from our home office while reporting to the office only 2 days a week.

    Work Hours: 8:00am to 5:00pm, Monday through Friday, monthly on-call rotation required. When on rotation weekly schedule will vary

    Primary Job Function: Recieve work requests from Clients via email, phone call or text message. Writing up work orders in our internal software SimpleFM.

    Assigning and sourcing Partners to complete work requests from Client. Maintain high levels of clear and concise communication with our Clients, Partners and our internal Team.

    Doing Whatever Needs TO BE Done TO Make THE Lives OF OUR Clients

    Simpler.

    We do all of this in a team environment to maximize the benefits for our Clients

    Reports to: Client Experience Manager

    Required Qualifications:

  • Advanced customer service skills
  • Outward Mindset

  • Organized
  • Strong written and verbal communication skills

  • Computer skills
  • High sense of urgency

  • Attention to Details
  • Ability to shift focus quickly when needed

  • Growth Mindset
  • Knowledge of facilities industry helpful but not required

    Daily Duties:

  • Taking incoming Client/Partner calls
  • Sourcing and vetting new Partners

  • Create, dispatch and coordinate work requests
  • Follow up on work being completed to ensure timelines are met

  • Create proposals
  • Coordinate with Accounting to ensure invoicing and payments are on time

  • Invoice review
  • Update Clients with the current status

  • Attend Full Team Huddle/come prepared with a daily update
  • Attend training sessions to grow knowledge

  • Identifying Clients needs and crafting solution
  • Resolves minor complaints from Clients

  • Build and maintains good relationship with Clients and

    Partners

  • Always looking for ways to improve our Client's experience

  • Reporting- Weekly, Monthly, Per-Project

    Core Competencies:

  • Effective Communication Skills
  • Analytical Ability

  • Embraces Change
  • Determination

  • Problem Solving Skills
  • Team Player

  • Effectively work under pressure without breaking down
  • Judgement and Decision Making

  • Time Management

  • Attention to details

    Job Type: Full-time

    Salary: $13.00 to $17.00 /hour

    Additional Compensation:

  • Bonuses

    Work Location:

  • Multiple locations

    Benefits:

  • Health insurance

  • Vision insurance

  • Paid time off

  • Parental leave

  • Professional development assistance

    This Job Is:

  • A job for which military experienced candidates are encouraged to apply

  • A good fit for applicants with gaps in their resume, or who have been out of the workforce for the past 6 months or more

  • Open to applicants who do not have a college diploma

    Schedule:

  • Monday to Friday

    Company's

  • 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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    If you’re looking for candidates for similar roles to a Customer Service Manager, see our job description templates for related positions:

    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