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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Service Manager Job Description Examples

 

Example 1

Summary
The restaurant Manager is a self-starter that leads all aspects of our business. The incumbent will deliver a high-quality menu and motivate staff to provide excellent guest service.

General-Purpose:
The general purpose of the role is to maintain the restaurant’s revenue, profitability, and quality goals. The incumbent will ensure efficient restaurant operation, as well as maintain high production, productivity, quality, and customer-service standards set forth by the Employee Handbook.
The incumbent will ensure our restaurant runs smoothly and guests have pleasant dining experiences.

Supervision Exercised:
This job/class works under close supervision according to set procedures.

The incumbent will be responsible for the management of direct reports.

Essential Functions:

Maintains and supports a positive, collaborative culture within the organization as a whole, fully embracing the culture and values statements espoused by Hiro & CO

Establishes and maintains effective working relationships with guests and co-workers.

Coordinate daily Front of the House and Back of the House restaurant operations

Deliver superior service and maximize guest satisfaction

Respond efficiently and accurately to guest complaints

Regularly review product quality and research new vendors

Organize and supervise shifts

Appraise staff performance and provide feedback to improve productivity

Estimate future needs for goods, kitchen utensils, and cleaning products

Ensure compliance with sanitation and safety regulations

Manage the restaurant’s good image and suggest ways to improve it

Control operational costs and identify measures to cut waste

Create detailed reports on weekly, monthly, and annual revenues and expenses

Promote the brand in the local community through word-of-mouth and restaurant events

Recommend ways to reach a broader audience (e.g. discounts and social media ads)

Train new and current employees on proper customer service practices

Implement policies and protocols that will maintain future restaurant operations

May be responsible for payroll operations in some restaurants

Assist with ‘hourly’ employee functions when needed

OTHER Duties AND Responsibilities:

Performs other duties and special projects as requested by supervisor

Work directly with the Human Resources Department for recruitment, performance review, on- boarding and off-boarding and other essential administrative tasks as necessary

Education and Experience:

Proven work experience as a Restaurant Manager, Restaurant General Manager, Hospitality
Manager or similar role

Proven customer service experience as a manager

Extensive food and beverage (F&B) knowledge, with the ability to remember and recall ingredients and dishes to inform customers and wait staff

Familiarities with restaurant management software, like OpenTable and Aloha

Strong leadership, motivational, and people skills

Acute financial management skills – experience with Quickbooks is a plus

Minimum Qualifications:
  • Requires five years’ experience, including but not limited to experience in a high volume restaurant.
  • Requires two years’ experience in fine dining or other closely related experience.

    Certificate or licenses:

    None

    OTHER Requirements:

    Proficiency in Microsoft Office applications and office equipment and machines

    TOOLS AND Equipment USED:
    Handles or uses equipment including but not limited to; cutlery, kitchen utensils, computers or work aids involving moderate latitude for judgment regarding attainment of a standard or in selecting appropriate items.

    Physical Demands:

    Performs physical motion work that involves walking or standing for prolonged amounts of time and involves sustained culinary operations. Climbing/Stooping/Kneeling – stooping and kneeling for short periods of time. Lifting - up to 25 pounds. Fingering/Grasping – writing, typing, and use of phone system.

    Job Type: Full-time

    Pay: $55,000.00 - $65,000.00 per year

    Job Type: Full-time

    Pay: $55,000.00 - $65,000.00 per year

    Benefits:
  • 401(k)
  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance
    Schedule:
  • Day shift
  • Holidays
  • Night shift
  • Weekend Location: One location
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    Example 2

    The Operation and Service Manager assists the management team in all day-to-day operations, provide support to staff during service to improve their performance and adopt, embody and implement the Standards of Mexican Hospitality.

    GUEST Experience
  • Ensure that all staff fully embody our mission, exceeding the highest standards of Mexican Hospitality to guarantee that all guests feel welcome and are given responsive, friendly and attentive service at all times
  • Thoughtfully manage scheduled shifts with a consideration for business activity, while ensuring that both the guests’ expectations and the profitability targets are met
  • Ensure restaurant cleanliness and an “A” grade from Department of Health to reflect the care and pride in the service we provide
  • Serve as an ambassador of the Tacombi brand to make a positive impact on the guests, team and community you touch

    Operations Management
  • Motivate and inspire your FOH team to bring out the best in them every single day
  • Assist GM to lead the restaurant team in its day-to-day operations through hands-on leadership, attention to detail and an empowering approach to thoughtful decision making
  • Actively participate to achieve company objectives in service quality and consistency, labor costs and employee and guest’s satisfaction
  • Work with GM to foster an environment that thrives on teamwork, service, hustle and continuous improvement

    STAFF Development
  • Provide support to staff during service and identify ways to improve their performance
  • Assist GM to ensure that Tacombi Training Programs are being executed thoroughly and diligently; participate in the development of the FOH team and assist in the management of one-on-one employee performance evaluations.
  • Be knowledgeable of restaurant policies regarding personnel. Diligently monitor all violations of company policies, rules and procedures, enabling management to administer prompt, fair and consistent corrective actions

    Skills YOU Should HAVE
  • Open availability to work any shift
  • Natural-born leader with a positive attitude, who is able to teach, willing to learn and take direction
  • Detail-oriented and proactive with an ability to prioritize and deliver results on delegated responsibilities
  • Excellent communication and organization skills
  • Able to excel in a high pressure environment always using good judgment and strong decision making skills
  • Proficient in Microsoft Word and Excel
  • Knowledge of health and safety guidelines; Holder of the Food Handler certificate

    ----------------------------------------------------------------------------------------

    Born out of little more than a palm-filled dream and a spirit of adventure, Tacombi began dishing tacos from a converted VW bus on the sand-dusted streets of Playa del Carmen, Mexico in 2006.Today, Tacombi is a fast-growing, omni-channel brand committed to sharing Mexican food & culture through hospitality experiences, retail products, community outreach & digital content. Over the next few years, we have set ourselves on a journey to expand our presence across the country, which means we need talented and passionate people to uphold our brand promise, embody our core values and extend warm Mexican Hospitality – Tacombi’s unique service culture – to our growing customer and employee bases.

    Job Type: Full-time

    Pay: From $62,000.00 per year

    Benefits:
  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Employee discount
  • Flexible schedule
  • Flexible spending account
  • Health insurance
  • Paid time off
  • Referral program
  • Vision insurance
    Physical Setting:
  • Casual dining restaurant
    Schedule:
  • 8 hour shift
  • Day shift
  • Evening shift
  • Holidays
  • Monday to Friday
  • Weekend availability
    Supplemental Pay:
  • Bonus pay
  • Quarterly bonus

    Ability to commute/relocate:
  • New York, NY: Reliably commute or planning to relocate before starting work (Required)

    Experience:
  • Restaurant management: 1 year (Preferred)
  • Restaurant: 2 years (Required)

    Shift availability:
  • Day Shift (Required)
  • Night Shift Location: One location
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    Example 3

    Sunstate is a Mechanical Subcontractor with an unmatched reputation for operational excellence. We provide industrial HVAC, piping, plumbing systems, and service maintenance across Arizona. In a nutshell: we are excellent at what we do!

    Are you a devoted multi-tasker, troubleshooter, and problem-solver who likes to work with their hands? Then we want you! Sunstate has an immediate opening for an HVAC Service Manager! Join an essential company to service the commercial and industrial facilities in your community. Join a team that makes you feel like family!

    Job Duties:

    As you might expect, customer solutions and mechanical work are at the heart of what your job will entail. For the most part, you’ll be:
  • Manage HVAC maintenance and service teams to ensure quality onsite
  • Schedules direct and provide technical support for HVAC technicians.
  • Understand the sales criteria and hold your team accountable for exceeding revenue goals.
  • Reviews technicians’ work to ensure quality meets established standards
  • Organize training and ongoing support for install teams
  • Ensuring compliance with appliance standards and with OSHA Standards
  • Complying with service standards, work instructions, and customers’ requirements
  • Preventative maintenance and troubleshooting for rooftop units, Humidifiers, packaged Air Conditioners, Refrigerated Air Dryers, and control systems.
  • Working with Chillers, Cooling Towers, Hot Water/Steam Boilers, Condensers/Chilled Water Pumps, and Exhaust Fans regularly.
  • Variable Frequency Drives, Computer Room AC Equipment, Air Handling/Fan Coil Units, and Air Compressors will also be a big part of your workload.
  • Offer customer service.
  • Maintain customer relationships.
    Salary:Are you the best?? We will pay the best up to 25% more on top of your current salary plus a bonus of up to $10,000!

    Shift: Monday – Friday Schedule

    Why Join SunState?
  • Train and develop your skillset
  • Advancement Opportunities
  • Supportive management
  • Reputable and established company
  • Benefits

    Requirements:
  • A pre-employment drug screen and criminal background check are required.
  • Experience in commercial and/or industrial HVAC systems
  • Organized and clear communication
  • Passion for safety

    Job Types: Full-time, Part-time

    Schedule:
  • Monday to Friday

    Experience:
  • Commercial HVAC: 1 year Location: One location
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    Example 4

    Pro Plus Services of New York is a Commercial Kitchen and Refrigeration Equipment Maintenance and Repair Company that specializes in keeping commercial food equipment, refrigeration and appliances running safely and efficiently. We service hospitals and healthcare facilities, schools/universities, hotels, grocery stores, corporate cafeterias, and restaurants in the New York Metro area.

    We are seeking an experienced Assistant Service Manager to join our team. The Assistant Service Manager will work with the Service Manager to manage activity within the service department, supervise field technicians, handle customer service interactions, provide reports and oversee service and repairs. They will ensure excellent customer service, maintains strong relationships with customers and third-party vendors and ensures repeat customers.

    Benefits:
  • Medical, Dental and Vision
  • Matching 401K
  • Accrued Paid Time Off (PTO)
  • Holiday pay

    Responsibilities:
  • Help lead a great team, and cooperatively work with other leaders and teams across the company to ensure a strong and safe work environment and culture
  • Review field team paperwork for completion and quality
  • Oversee that the field team maintains clean and safe conditions on job sites and in work vehicles
  • Provide support, in-field training, and help the field team in capturing deficiencies in equipment
  • Resolve customer problems and concerns to ensure customer satisfaction
  • Collaborate with the dispatch team
  • Timely turnaround of service es, customer disputes, or parts delays.
  • Inspect and perform maintenance on key projects and key customers during the offseason in helping to create work.
  • Create and manage the on-call schedule for your team.
  • Understand and enforce policies and procedures for safety items and company handbook items
  • Help recruit, train, and retain excellent technicians
  • Approve of PTO and Timecards
  • Develop and maintain excellent customer relations
  • Perform other job-related duties as assigned
  • Ability to confidentially converse with company representatives, executive team, and field personnel

    Skills AND Qualifications:
  • 3+ YEARS Experience Leading A TEAM IN A Service-Related Industry
  • Commercial kitchen equipment and/or commercial refrigeration experience HUGE PLUS
  • Proficient in Microsoft Office (Word/Excel/Outlook)
  • Excellent communication skills (both written and verbal)
  • Strong follow-up skills and calendar management
  • Strong organization and time management skills
  • Ability to think outside the box and solve problems
  • Ability to manage stress, have patience and multi-task
  • Ability to work in a fast-paced environment

    Job Type: Full-time

    Pay: $60,000.00 - $75,000.00 per year

    Benefits:
  • 401(k)
  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance

    Application Question(s):
  • Do you have at least 3 years experience working in a service-related industry?
  • How many years experience do you have managing and/or assisting with managing a team of Location: One location
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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.

    Job description samples for similar positions

    If this description for a Service Manager isn’t what you were looking for, consider these similar positions:

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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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