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
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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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