Service Manager Job Description: Top Duties and Qualifications

A Service Manager, or Customer Service Manager, is responsible for overseeing employees and daily operations within the customer service department. Their duties include creating customer service policies to help employees effectively communicate with customers over the phone, hiring and training Customer Service Representatives about company products or services and speaking with customers who have complex questions.

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Service Manager duties and responsibilities

Service Managers document interactions with customers in reports for later summary and analysis. They have several other duties and responsibilities outside of this, though, including:

  • Providing customers with product information and availability, estimated time of arrival of goods and product recommendations
  • Delivering prompt, professional solutions for customer inquires
  • Working to meet immediate goals of customer interaction
  • Hiring, training and managing customer service staff in best consumer service practices
  • Representing the opinions and suggestions of the customers to the company so the company has feedback from its customers
  • Suggesting improvements to customer service to higher management and staff
  • Implementing improvements to customer service

Service Manager Job Description Examples

 

Example 1

The Insuran_center_ is seeking a new associate to join our Customer Service team. The ideal candidate will have a positive attitude, exceptional customer service skills, a strong work ethic and must interact and communicate in a manner that promotes a positive environment and supports the culture of The Insuran_center_ . *Primary * Maintaining, developing and servicing assigned accounts * Work collaboratively with insurance carrier partners and fellow associates to service accounts * Maintain the accuracy of client information in an electronic environment *Requirements* * Strong oral and written communication skills * High attention to detail. * Current working knowledge of Microsoft Office Suite, especially Excel and Word * Must possess a Property and Casualty and/or Life and Health agents license. * A minimum of two years of agency insurance experience is preferred. Job Type: Full-time Job Type: Full-time Benefits: * 401(k) matching * Dental insurance * Disability insurance * Health insurance * Health savings account * Paid time off * Paid training * Vision insurance Schedule: * Monday to Friday Supplemental Pay: * Bonus pay Application Question(s): * Do you maintain a valid property and casualty license? Education: * High school or equivalent (Required) Experience: * Insurance: 1 year (Required) * Customer Service: 1 year (Preferred) Work Location: One location

Example 2

_We are a large automotive repair facility looking for Enthusiastic, Motivated, Customer Driven people to help anchor the management team at one of our busiest locations._ _The candidate must be very customer friendly and have a Proven history in customer service. We don't require a background in automotive repair but it is appreciated if they are already in the field. A background in sales is a must, they must have a documented work history stating such._ _The job duties of a Service Manager include but are not limited to Inventory keeping, Schedule Making, Sales forecasting, Coordinating training, Sales strategy implementation, Hiring and Needed disciplining of associates._ _This position didn't just come open, the person that previously held this position has been promoted to a Store of their very own. This position is a stepping stone to a Store manager position within the company._ Job Type: Full-time Pay: $15.00 per hour Benefits: * 401(k) * 401(k) matching * Dental insurance * Employee discount * Health insurance * Life insurance * Paid time off * Referral program * Tuition reimbursement * Vision insurance Schedule: * 8 hour shift Supplemental Pay: * Bonus pay COVID-19 considerations: * Driver's License (Required) Work Location: One location

Example 3

*Experience Required* * *Preferred college degree (or commensurate work experience)* * *4+ years in luxury or high-volume hospitality environments* * *2+ years restaurant/bar managing experience* * *Strong background & knowledge in spirits, craft cocktails, and hospitality* * *A true passion for the food & beverage industry with a desire for continued education* * *TABC + Food Manager Certified* * *Proficient in technology: POS, Microsoft, and other software as needed* * *Restaurant functions: beverage planning, purchasing, sanitation, security, company policies & procedures, personnel management, recordkeeping, reporting* * *Must be able to lift 40 lbs. regularly & in good physical condition for fast-paced environment* *CORE Requirements* * *Overseeing Venue & Tasting Room operations, including staff, programming, tours, and private events* * *Supervision of staff, including continual training & development* * *Interviewing, hiring, onboarding, disciplinary action, & terminations when necessary* * *Upholding beverage & service standards according to extensive outlined beverage program* * *Opening & closing bar as needed both for day-to-day operations and private events* * *Payroll, tip distribution, oversight of POS (Toast) and other backend systems (Tock, Avero, Bevspot)* * *Assistance to servers & bartenders when needed during busy service* * *Vendor & inventory management, including accurate ordering & reconciling* * *Knowledge of sanitation, health department, and TABC regulations* * *Ensure safety of all employees, guests, & security of operation* * *Adhere to all company requirements including cost expectations, financial policies, safety & sanitation procedures* * *Ensure amazing guest experience at every step and encourage positive reviews* * *Collaborate with marketing to continue building our brand* * *Bring new ideas to the table on daily basis to improve business* * *Ability to welcome any guest with ease & enthusiasm* * *Excels under pressure with a positive attitude* * *Great attention to detail & organization* * *Great communication & listening skills* * *Humility & respect are at the core of your personality* * *Upholds integrity, honesty, and teamwork at all costs* * *Maintains clean environment at all times* * *Maintains professional appearance & demeanor* * *Punctuality is key - tardiness will not be tolerated* * *Adaptability & willingness to be core contributor to a growing organization* *Additional Duties* * *Oversee all Venue & Tasting Room operations, including staff & events* * *Be the face of Fierce Whiskers & create a consistently memorable experience* * *Build guest relationships & encourage returning customers* * *Anticipatory service with positive & timely guest response* * *Accurately accounts for all inventory & transactions* * *Ability to open or close bar solo if necessary* * *Ability to take action & resolve issues or concerns quickly* * *Maintain accurate menu, spirit, & cocktail knowledge* * *Maintain accurate par levels + inventory daily* * *Maintain ongoing spirit & cocktail training with passionate interest* * *Maintain cleanliness, sanitation, & organization of tasting room & patio* * *Maintain consistent communication with GM & fellow staff in person & via Slack* * *Uphold all laws as related to serving alcohol responsibly* Job Type: Full-time Pay: $35,000.00 - $50,000.00 per year Benefits: * Dental insurance * Employee discount * Flexible schedule * Flexible spending account * Health insurance * Life insurance * Paid time off * Vision insurance Schedule: * 10 hour shift * 12 hour shift * 8 hour shift * Day shift * Holidays * Night shift * Weekend availability Education: * High school or equivalent (Preferred) Experience: * Supervising experience: 1 year (Preferred) Work Location: One location

What does a Service Manager do?

Service Managers typically work for corporations across industries to ensure their department provides excellent customer service to consumers. They work closely with the sales and manufacturing departments to relay information about product defects or customer feedback. Their job is to lead Customer Service Representatives in daily communications with customers over the phone or through a messaging platform. They may also be responsible for training Customer Service Representatives on how to help customers troubleshoot problems or navigate new company products.

Service Manager skills and qualifications

Service Managers should have a variety of practical skills for their position. The main skills and qualifications of a Service Manager are:

  • Communication skills 
  • Familiarity with customer service standards and processes
  • Budget tracking
  • Interpersonal skills
  • Ability to handle stress to operate under deadlines 
  • Supervisory skills

Service Manager salary expectations

The average salary for a Service Manager is $60,529 per year. Salary estimates may be higher or lower depending on region and experience level. Some Service Managers earn an average of $3,950 per year via profit sharing.

Service Manager education and training requirements

Usually, the educational background for a Service Manager is a high school education with on-the-job training. However, some companies may require at least an associate degree or even a bachelor’s degree in business, marketing or a similar field. 

Community colleges and universities may offer certification programs with marketing, communication, sales strategies, customer service skills and business skills as course topics. The educational qualifications vary by the chosen customer service specialty. A Food Service Manager, for example, could need special certification of 16-18 credit hours in food service or hospitality management. For Healthcare and Social Service Managers, though, a bachelor’s or master’s degree is necessary.

Service Manager experience requirements

Service Managers need between 2-5 years of job experience with a supervisory background. Education may substitute for experience, but both are recommended for future careers in the area of customer service. Basic experience with math, computers and organizing in a professional setting can be helpful, as is any proficiency in multiple languages.

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Frequently asked questions about Service Managers

 

What is the difference between a Service Manager and a Sales Manager?

The difference between a Service Manager and a Sales Manager is the departments they oversee and the types of job duties they have. For example, Service Managers oversee the customer service department, including Customer Service Representatives or Customer Service Associates. Their goal is to ensure that customers receive excellent customer service and that employees receive the proper training to handle a variety of customer situations. 

In contrast, Sales Managers oversee the sales department and its employees, including Sales Representatives. They use their sales experience to develop unique sales pitches and tactics for their employees to use when speaking with consumers over the phone. Another way to view the difference between a Service Manager and a Sales Manager is that Service Managers focus on customer retention to promote future business. In contrast, Sales Managers focus on meeting sales quotas to promote revenue for their business.

 

What are the daily duties of a Service Manager?

On a typical day, a Service Manager starts by checking their email and voicemail to respond to missed messages from company personnel, department employees or loyal customers. Throughout the day, Service Managers hold meetings with the customer service team to relay information about recurring customer complaints and how to address them, should a customer call about the same issue during their shift. Once back in their office, Service Managers divide their time between answering emails, reviewing new company policies and taking calls from customers who asked to speak with a manager.

 

What makes a good Service Manager?

A good Service Manager uses their customer service background to lead a team of Customer Service Representatives in daily department operations. They value continued education for both themselves and their employees, motivating them to host training sessions on company products, values and its overall brand identity. Further, a good Service Manager studies customer complaints and other feedback to provide beneficial insights to company leadership about customer satisfaction. A good Service Manager also has a personable nature, which allows them to contribute to positive customer interaction during high call volumes.

 

Who does a Service Manager report to?

A Service Manager usually reports to the Customer Service Director, or Director of Customer Service, within a corporation. These individuals set the budget for the customer service department and help Service Managers develop policies and procedures for their employees to use when interacting with customers. They also relay information between Service Managers and upper management officials regarding company values and customer needs.

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