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Customer service-call center manager skills for your resume and career

Updated January 8, 2025
4 min read
Customer service-call center manager example skills
Below we've compiled a list of the most critical customer service-call center manager skills. We ranked the top skills for customer service-call center managers based on the percentage of resumes they appeared on. For example, 16.3% of customer service-call center manager resumes contained inbound calls as a skill. Continue reading to find out what skills a customer service-call center manager needs to be successful in the workplace.

15 customer service-call center manager skills for your resume and career

1. Inbound Calls

Here's how customer service-call center managers use inbound calls:
  • Handle inbound calls from customers regarding wireless handset insurance claims, electronics repair facilitation and/or roadside assistance requests from wireless customers.
  • Answered inbound calls to the Supervisor of Elections office and provided voters with updated information regarding upcoming elections.

2. Data Entry

Data entry means entering data into a company's system with the help of a keyboard. A person responsible for entering data may also be asked to verify the authenticity of the data being entered. A person doing data entry must pay great attention to tiny details.

Here's how customer service-call center managers use data entry:
  • Used data entry skills to communicate critical information between customers and technicians.
  • Performed data entry and order entry operations Received and dispatched incoming calls.

3. Customer Care

Customer care, also known as customer service, is a one-to-one interaction between the consumer of a company and its representative.

Here's how customer service-call center managers use customer care:
  • Report directly to the Vice President of Customer Care and Support while working toward exceeding/meeting organizational objectives.
  • Managed two departments simultaneously, Customer Care and Business to Business.

4. Customer Service

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Here's how customer service-call center managers use customer service:
  • Provide high-quality customer service, in a call center setting developing rapport and building relationships while assisting customers with order placement.
  • Provided excellent customer service skills utilizing the ability to take ownership in assisting, researching and resolving customer issues.

5. Computer System

Here's how customer service-call center managers use computer system:
  • Answer phones and input information in computer systems -Troubleshoot customer problems -Mediate communication between buyers and sellers
  • Collect and update information to maintain customer file in computer system/customer database.

6. Credit Card Payments

Here's how customer service-call center managers use credit card payments:
  • Take credit card payments over the phone for accounts, document phone calls and actions in the database.
  • Assisted customers with technical and billing issues, associated with their service, handling debit/credit card payments.

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7. Customer Inquiries

Here's how customer service-call center managers use customer inquiries:
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.-Provided accurate and appropriate information in response to customer inquiries.
  • Research and resolved customer inquiries problems and complaints effective handling procedures within the guidelines mutually resolving and preventing further escalations.

8. Health Insurance

Here's how customer service-call center managers use health insurance:
  • Received random inbound telephone calls, providing health insurance information and directing individuals to correct location.
  • Registered individuals for insurance certification/license to sell life and health insurance.

9. Customer Support

Here's how customer service-call center managers use customer support:
  • Provided phone/customer support, distribute and edit correspondence, and maintain filing system
  • Provide in-bound telephone customer supporting a call center environment.

10. Telephone Calls

Telephone calls are a communication means through which a caller is connected to the called party. The call is done through a telecommunications device called a telephone. The caller can use a landline, mobile phone, or satellite phone to make the call.

Here's how customer service-call center managers use telephone calls:
  • Respond to high volume of inbound inquiries, complaints and order requests via telephone calls, email and fax correspondence.
  • Solve problem for VAI/Inquiry and Response to Inquiry; receives, screen and routes telephone calls/question to appropriate departments.

11. Quality Standards

Quality standards are a specific level of standards of products that are set by the companies for the customers that have to be met and maintained throughout the process until the time of delivery. Quality standards are information that includes the customer's requirements, guidelines, and characteristics for the needed final product or service.

Here's how customer service-call center managers use quality standards:
  • Teamed with buyers to develop strict product quality standards.
  • Analyzed and instituted quality standards/procedures and practices to ensure productivity as well as customer satisfaction.

12. Customer Accounts

Here's how customer service-call center managers use customer accounts:
  • Analyzed and evaluated processes and procedures, credited customer accounts that disputed, charged customer accounts and received invoices
  • Perform business transactions in connection with activation of new customer accounts on a computer terminal.

13. Customer Feedback

Customer feedback is the information, insight provided by a customer orally, in writing, or online form about their experiences with a company's product or services. Customer feedback is aimed to convey certain facts that the customers face when using the manufacturer's products, and in turn help the product, customer, and marketing teams understand where there is room for improvement. It may be positive, negative, or neutral, but it is very important for the growth of a business.

Here's how customer service-call center managers use customer feedback:
  • Documented the interactions between the sales team and customers as well as any customer feedback.
  • Achieved a 99% customer feedback rating to maximize direct-to-consumer internet sales.

14. Customer Interaction

Customer interaction is communication between a company and its customers. Through customer interaction, a company is able to solve the various queries its customers have, convey different packages, and range of services provided by the company, and receive suggestions from the customers.

Here's how customer service-call center managers use customer interaction:
  • Created and led Group-Monitoring programs to promote and improve internal and external understanding of agent/customer interactions.
  • Handled complex customer interactions, escalated calls, and provided website navigation.

15. Medicare

Medicare is a federal government insurance program that offers health care coverage to people who are 65 and above. In some cases, younger people with disabilities whose status is identified by the SSA can also avail the insurance program. Medicare covers the health expenses of people who are not able to afford it plus it protects the payee from rising health care costs.

Here's how customer service-call center managers use medicare:
  • Assisted patients, caregivers and referrals with medical equipment while adhering to strict guidelines regarding HIPAA and Medicare regulations
  • Report fraud investigations to Medicare contractors for evaluation.
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List of customer service-call center manager skills to add to your resume

Customer service-call center manager skills

The most important skills for a customer service-call center manager resume and required skills for a customer service-call center manager to have include:

  • Inbound Calls
  • Data Entry
  • Customer Care
  • Customer Service
  • Computer System
  • Credit Card Payments
  • Customer Inquiries
  • Health Insurance
  • Customer Support
  • Telephone Calls
  • Quality Standards
  • Customer Accounts
  • Customer Feedback
  • Customer Interaction
  • Medicare
  • Problem Resolution
  • Outbound Customer Calls
  • Customer Product Complaints
  • Customer Issues
  • Medicaid
  • Billing Issues
  • Payment Arrangements
  • Customer Grievances
  • Customer Orders
  • Technical Issues
  • Customer Satisfaction
  • Direct Reports
  • Product Knowledge
  • Customer Problems
  • Billing Inquiries
  • Quality Customer Service
  • Customer Loyalty
  • Technical Problems
  • Product Issues
  • Customer Calls
  • Call Handling
  • Call Center Support
  • Billing Complaints
  • Phone Queues
  • PowerPoint
  • Call Monitoring

Updated January 8, 2025

Zippia Research Team
Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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