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