What does a Customer Care Manager do?
A customer care manager is primarily in charge of the customer care team that ensures that all clients are satisfied with a company's products and services. Moreover, a customer care manager's responsibilities typically revolve around conducting assessments of employee performances, resolving complex issues and concerns, managing schedules, delegating tasks, and producing progress reports and presentations. There are also instances when one must respond to calls and correspondence and report to supervisors. Furthermore, as a manager, it is essential to lead and encourage the team to reach goals while implementing the company's policies and regulations.
Customer care manager responsibilities
Here are examples of responsibilities from real customer care manager resumes:
- Create and manage department documentation to meet ISO and FDA regulations.
- Manage and complete projects that are assigned to the CSM group.
- Plan, organize and manage all Medicare and Medicaid call center activities.
- Manage relationships with vendors including, vendor selection, contract negotiations, escalations and SLA oversight and remediation.
- Lead the redesign of IVR functionality leading to $700K in annual savings and less than a year ROI.
- Manage customer communication, RMA program, key supplier performance audits and quarterly QBRs, and internal audits with major accounts.
- Revamp the group's performance management and ERP system to provide improve responsiveness and meet organizational needs.
- Implement standard process that result in passing ISO and FDA audits annually.
- Re-Engineer customer service function, specifically the help desk, to maximize company's ROI in customer service.
- Perform and troubleshoot to resolve PCs, network printers and basic network fixes from panel to the nic card.
- Partner with other SHC businesses to develop improvements in the overall customer experience (CRM) and increase revenue generation.
- Develop and deploy a social media strategy, which include using promotions and posts on Facebook to generate incremental sales leads.
- Customize, implement and administer RightNow CRM.
- Maintain associate payroll, benefit and performance information.
- Establish and implement KPIs to measure operational performance.
Customer care manager skills and personality traits
We calculated that 16% of Customer Care Managers are proficient in Patients, Home Health, and Social Work. They’re also known for soft skills such as Communication skills, Leadership skills, and Organizational skills.
We break down the percentage of Customer Care Managers that have these skills listed on their resume here:
- Patients, 16%
Collaborated with caregivers, facility staff, multidisciplinary hospice team for end-of-life care for terminal patients.
- Home Health, 12%
Established relationships with key decision makers in Home Health Agencies, Wound Care Centers and hospitals.
- Social Work, 11%
Provided social work services in order to improve consumer functioning and avoid institutionalization.
- Community Resources, 8%
Position required advanced communication skills, clinical knowledge, and knowledge of available alternative community resources.
- Discharge Planning, 6%
Provided varying levels of mental health/substance abuse Utilization Management services, crisis/triage referral services as well as discharge planning assistance.
- Data Entry, 4%
Perform general administrative tasks in the office such as filing, answering phones, data entry and creating/handling correspondence.
Common skills that a customer care manager uses to do their job include "patients," "home health," and "social work." You can find details on the most important customer care manager responsibilities below.
Communication skills. The most essential soft skill for a customer care manager to carry out their responsibilities is communication skills. This skill is important for the role because "managers deal with the public regularly; therefore, they must be friendly enough to build a rapport with, and receive cooperation from, their media contacts and donors." Additionally, a customer care manager resume shows how their duties depend on communication skills: "maintain communication with home health, nursing, physician offices and multidisciplinary agencies to ensure continuity of care. "
Leadership skills. Another essential skill to perform customer care manager duties is leadership skills. Customer care managers responsibilities require that "public relations and fundraising managers often lead large teams of specialists or fundraisers and must be able to guide their activities." Customer care managers also use leadership skills in their role according to a real resume snippet: "partnered with hr on the development of leadership competencies that drove individual and team behaviors resulting in goal achievement. "
Organizational skills. customer care managers are also known for organizational skills, which are critical to their duties. You can see how this skill relates to customer care manager responsibilities, because "public relations and fundraising managers are often in charge of running several events at the same time, requiring superior organizational skills." A customer care manager resume example shows how organizational skills is used in the workplace: "minimized customer complaints through gap analysis and implementation of customer interaction improvement initiatives and organizational improvement processes nationwide. "
Problem-solving skills. customer care manager responsibilities often require "problem-solving skills." The duties that rely on this skill are shown by the fact that "managers sometimes must explain how the company or client is handling sensitive issues." This resume example shows what customer care managers do with problem-solving skills on a typical day: "provided tier 2 customer support for billing resolution in addition to my regular responsibilities. "
Speaking skills. Another common skill required for customer care manager responsibilities is "speaking skills." This skill comes up in the duties of customer care managers all the time, as "public relations and fundraising managers regularly speak on behalf of their organization." An excerpt from a real customer care manager resume shows how this skill is central to what a customer care manager does: "counseled staff, and addressed and resolved employee relations matters in accordance with corporatepolicy and hr standards. "
Writing skills. Another skill commonly found on customer care manager job descriptions is "writing skills." It can come up quite often in customer care manager duties, since "managers must be able to write well-organized and clear press releases and speeches." Here's an example from a resume of how this skill fits into day-to-day customer care manager responsibilities: "provide day-to-day supervision of csrs/tls who deal with customer inquiries by phone or in writing. "
The three companies that hire the most customer care managers are:
- PulteGroup40 customer care managers jobs
- Google15 customer care managers jobs
- CVS Health14 customer care managers jobs
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Compare different customer care managers
Customer care manager vs. Office manager
Office managers oversee the entire workplace. They maintain office processes and services to ensure that everything is running well. They manage office supplies by managing inventory and procurement procedures. They also device filing systems, create needed and relevant office policies, and ensure that all the policies are being followed. As a way to make sure that the office is in top shape, office managers supervise most of the logistical aspects inside the office. They also provide support to both management teams and the rest of the employees. They often act as the bridge between the two and would sometimes even assist in the training of new employees.
There are some key differences in the responsibilities of each position. For example, customer care manager responsibilities require skills like "home health," "social work," "community resources," and "discharge planning." Meanwhile a typical office manager has skills in areas such as "customer service," "financial statements," "office operations," and "office equipment." This difference in skills reveals the differences in what each career does.
Office managers really shine in the construction industry with an average salary of $53,450. Comparatively, customer care managers tend to make the most money in the telecommunication industry with an average salary of $41,062.The education levels that office managers earn slightly differ from customer care managers. In particular, office managers are 6.9% less likely to graduate with a Master's Degree than a customer care manager. Additionally, they're 0.2% more likely to earn a Doctoral Degree.Customer care manager vs. Customer service director
A customer service director is primarily in charge of spearheading and overseeing the efforts in customer service operations. It is their duty to establish goals and guidelines that will usher the workforce in building strong and positive relationships with clients, develop strategies to optimize procedures, identify the strengths and weaknesses of current processes, implement solutions, and conduct research to find new business and client opportunities. Furthermore, as a director, it is essential to lead and encourage the workforce to reach goals, all while implementing the company's policies and regulations.
In addition to the difference in salary, there are some other key differences worth noting. For example, customer care manager responsibilities are more likely to require skills like "patients," "home health," "social work," and "community resources." Meanwhile, a customer service director has duties that require skills in areas such as "employee development," "service delivery," "logistics," and "sales support." These differences highlight just how different the day-to-day in each role looks.
Customer service directors earn a higher average salary than customer care managers. But customer service directors earn the highest pay in the health care industry, with an average salary of $138,169. Additionally, customer care managers earn the highest salaries in the telecommunication with average pay of $41,062 annually.Average education levels between the two professions vary. Customer service directors tend to reach similar levels of education than customer care managers. In fact, they're 1.2% less likely to graduate with a Master's Degree and 0.2% more likely to earn a Doctoral Degree.Customer care manager vs. Team manager
Team managers primarily manage the daily activities of their members. Their role includes setting targets, implementing guidelines, and supporting employees to solve any issues that may arise. It is their duty to make sure that the team's objectives are fully understood by all members and that they work closely to fulfill them. They must ensure that all of their members are working towards a common goal through constant monitoring. To manage the team, they may utilize certain principles, such as the SMART principle. They also train members to see to it that their goals are distinct, measurable, attainable, and timely.
There are many key differences between these two careers, including some of the skills required to perform responsibilities within each role. For example, a customer care manager is likely to be skilled in "home health," "social work," "community resources," and "discharge planning," while a typical team manager is skilled in "taking care," "leadership," "powerpoint," and "business results."
When it comes to education, team managers tend to earn similar degree levels compared to customer care managers. In fact, they're 2.3% less likely to earn a Master's Degree, and 0.5% less likely to graduate with a Doctoral Degree.Customer care manager vs. Desk manager
A desk manager's responsibilities focus on facilitating communication and performing organizational support tasks to maintain the smooth flow of operations at offices. Although the extent of their duties primarily depends on their company or employment industry, it usually includes handling calls and correspondence, answering inquiries, resolving issues and concerns, forwarding calls and messages, arranging appointments and schedules, organizing files, and overseeing various communication materials. In some offices, a desk manager manages different teams, supervising their performance while enforcing company standards and policies.
Even though a few skill sets overlap between customer care managers and desk managers, there are some differences that are important to note. For one, a customer care manager might have more use for skills like "patients," "home health," "social work," and "community resources." Meanwhile, some responsibilities of desk managers require skills like "sales process," "quality customer service," "csi," and "sales people. "
In general, desk managers hold lower degree levels compared to customer care managers. Desk managers are 5.9% less likely to earn their Master's Degree and 0.1% more likely to graduate with a Doctoral Degree.Types of customer care manager
Updated January 8, 2025
