Job Description

Customer Service Manager Job Description

If you’re looking for a customer service manager job, view open positions and apply today.

What is a customer service manager?

A customer service manager helps a company retain profitable customers by ensuring a five-star experience with the brand. To do so, the manager usually oversees a staff of customer service representatives and hires and trains new staff members. In addition to a supervisory role, the manager also audits the customer experience and suggests improvements to elevate customer satisfaction.

A customer service manager job description will likely list a four-year degree as an education requirement. Additional customer service manager skills and qualifications include leadership experience, administrative skills, and proficiency in customer service software and reporting processes.

How is this role monitored?

A customer service manager reports to a customer service director or an operational manager who looks at the manager’s key performance indicators (KPIs) to grade success. Key performance indicators for customer service managers may include average handling time, customer satisfaction scores, average response times, and call resolution rates.

Each year, customer service manager goals and objectives are also set. These goals could be to improve each metric by a certain percentage, implement a new program, or improve training efficiencies.

Customer service manager salary

How much does a customer service manager make? The median salary for a typical manager is $105,660 a year. The exact salary for a customer service manager depends on the company, years of experience, the size of the team he or she will manage, location, and the complexity of the customer service inquiries and procedures.

To put a manager's salary in perspective, consider the pay of your customer service representatives. Most customer service representatives have an average salary of $34,700 a year.

Customer service manager duties & responsibilities

Customer service manager responsibilities include:

  • Overseeing operational duties of the customer service team
  • Creating or improving customer service procedures and practices
  • Setting customer satisfaction goals and providing instruction on how to meet them
  • Maintaining records or tickets of all interactions with customers
  • Hiring and training new employees
  • Managing the department budget
  • Curating reports and presenting them to supervisors on a regular basis
  • Implementing best practices in customer service management
  • Researching and implementing new ways to improve the customer experience

Customer service manager skills

Certain skills are required to fulfill this job, which include:

  • Administrative skills
  • The ability to teach and train others
  • Excellent verbal and communication skills
  • Proficiency in Microsoft Office, Outlook, and customer service software

Required qualifications

A customer service manager job description will also include required qualifications, like these:

  • 10 years of customer service experience
  • 4-5 years of supervisory experience
  • A bachelor’s degree in Business Administration

Top customer service manager interview questions

Whether you’re preparing to conduct the interview or participate in one, there are certain questions to prepare for, including:

  1. In your opinion,what is the primary purpose of a customer service manager?
  2. What criteria shows a customer service team is successful?
  3. Tell me about a problem that you’ve identified in the customer service process before and how you fixed it.
  4. How do you plan to motivate the team?
  5. What three skills do you possess that make you a strong manager?
  6. What kind of reporting have you provided in the past to evaluate the overall health of the customer service department?
  7. Give me an example of a complicated customer service call that you were brought into. How did you remedy the situation?
  8. How do you provide constructive suggestions to underperforming customer service representatives? What’s the outcome?

Similar Positions

Similar positions in this field include:

  • Client success manager
  • Customer advocate
  • Customer success advisor
  • Customer support coordinator
  • Support hero

Career Advancement

A customer service manager has several options for career advancement, which include:

  • Director or Vice President of Customer Relationships
  • Quality Control Specialist
  • Transition into sales

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