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Customer service manager skills for your resume and career

Updated January 8, 2025

6 min read

Quoted experts

Eddy Ng Ph.D.,

Nina Woodard

Below we've compiled a list of the most critical customer service manager skills. We ranked the top skills for customer service managers based on the percentage of resumes they appeared on. For example, 15.0% of customer service manager resumes contained strong customer service as a skill. Continue reading to find out what skills a customer service manager needs to be successful in the workplace.

15 customer service manager skills for your resume and career

1. Strong Customer Service

Here's how customer service managers use strong customer service:

Maintained inventory tracking records-Worked on visual merchandising ideas-Enhanced strong customer service rapport-Resolved customer complaints-Monitored office facilities and tracked retail equipment and supplies
Direct recruitment training/staff development initiatives to maximize productivity and sales potential through the development of a strong Customer Service Team.

2. Payroll

Payroll is the sum of all the compensation that an organization has to pay to employees at a specified time. Payroll is managed by the finance or HR department while small business owners may handle it themselves. Payroll isn't fixed as it varies every month due to sick leaves, overtime, etc.

Here's how customer service managers use payroll:

Resolved payroll, customer service and operational issues, ensuring excellent customer service, efficient and effective business operation.
Created and implemented a new payroll auditing procedure, thereby streamlining organizational auditing procedures.

3. Customer Satisfaction

Here's how customer service managers use customer satisfaction:

Developed cross-selling strategy communicating the benefit of attending technical conferences focused on branding the company's mission and overall customer satisfaction.
Designed and implemented ACT Database program to remedy problematic areas in the company as well as make customer satisfaction increase tremendously.

4. Customer Complaints

Here's how customer service managers use customer complaints:

Answered phone calls to resolve customer complaints by investigating problems; developing solutions; preparing reports; making recommendations to management.
Research complex issues, analyze, troubleshoot and remedy customer issues within established compliance guidelines and resolve escalated customer complaints.

5. 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 managers use customer service:

Worked closely with International Development Teams and Country Managers to implement and support World Class Customer Service operation.
Manage and supervise 3 customer service representatives and a minimum of 80 different customer account and invoicing requirements.

6. ISO

Here's how customer service managers use iso:

Established and implemented ISO policies and procedures for newly created customer service operations and later transitioned the responsibilities to Kansas City.
Developed, documented, and implemented effective customer-focused procedures and policies, and ensured their compliance with established corporate ISO requirements.

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7. Direct Reports

Here's how customer service managers use direct reports:

Managed 5 supervisors and 50 in-direct reports, specializing in bank owned foreclosed property preservation and maintenance.
Managed seven direct reports in a call center environment and simultaneously served as data entry coordinator.

8. Service Desk

The point of contact between a services provider or enterprise and the end-user is referred to as the services desk. A service desk enables businesses to effectively implement daily internal and external tasks. It also helps enterprises in communicating with their customers and tending to their requests effectively.

Here's how customer service managers use service desk:

Provided face-to-face customer service/support within high-volume retail stores, busy retail customer service desks, and cash registers.
Executed operations of cash register, maintained Customer Service Desk, initiated daily operations schedules and supervised employee staff

9. Customer Service Reps

Here's how customer service managers use customer service reps:

Developed customer service reps, handled irate customer calls and coordinated with different departments to provide solutions to customer problems.
Directed and delegated tasks to customer service reps that enabled the department to operate effectively and efficiently.

10. Customer Inquiries

Here's how customer service managers use customer inquiries:

Responded to customer inquiries expeditiously and knowledgeably, and resolved any complaints and issues tactfully and patiently with empathy and professionalism.
Participated and direct subordinates in response to customer inquiries related to sewer operations and/or direct citizens to appropriate governmental department.

11. CSM

CSM means customer success manager who refers to a person who assists customers as they transit from the level of sales prospects to that of the product or service's active users. Customer success managers primarily focus on the customer's consistency and loyalty to create a long-term company-client relationship, which the organization would maintain so far as the business performs. Skills in this area include strong communication skills, empathy, excellent customer service, adaptability, patience, persuasive communication skills, and self-control. A customer success manager aims at developing a lasting relationship between the business and the customer.

Here's how customer service managers use csm:

Provide management training to associates selected for CSM secondary.
Achieved 89 perfect shops during World Class Service Program and won crew of the year and CSM of the year awards.

12. POS

POS is an abbreviation of "Point of Sale" which is the time and place where a customer completes a transaction. It can either be a physical shop that consists of POS terminals or a virtual shop. A POS system helps simplify the retail functions and track important sales data.

Here's how customer service managers use pos:

Promoted from sales associate Retail merchandising Organizing Making transactions using POS Supervising Training associates on customer service and rewards program Opening/Closing store
Operated a POS system to itemize and complete customer purchases; Acquired/updated accurate records of customer contact information and account activity.

13. Customer Issues

Here's how customer service managers use customer issues:

Assist in creating a positive customer experience by pro actively interacting with customers and immediately resolving customer issues as they arise.
Identify customer needs and resolve customer issues resulting in above average customer satisfaction rating and higher than market average repeat sales.

14. Customer Orders

Here's how customer service managers use customer orders:

Managed and processed customer orders and implemented new ordering and organization procedures to increase accuracy and efficiency of ordering process.
Created and maintained customer lists, payment information, resale certificates, tax-exempt certificates, business applications and customer orders.

15. Order Entry

Order Entry is the term used to describe and refer to the process of and steps necessary in order to log a customer's order in a company's or organization's order filing systems.

Here's how customer service managers use order entry:

Documented customer service order entry and complaint procedures; ensured Quality Policy as detailed by management is understood by department staff.
Co-designed new products and marketing collateral, developed purchase order entry systems, spearheaded marketing strategies, and planned customer inventories.

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What skills help Customer Service Managers find jobs?

Tell us what job you are looking for, we’ll show you what skills employers want.

What skills stand out on customer service manager resumes?

Eddy Ng Ph.D.

James and Elizabeth Freeman Professor of Management, Bucknell University

Some of the remote economy skills that will be required include:
- self-directed/motivated
- data literacy (analytics)
- digital creativity and design
- IT and cybersecurity, including coding
- distributed leadership
- remote communication and management

STEM will become even more critical

What customer service manager skills would you recommend for someone trying to advance their career?

Nina Woodard

Senior Career Development Specialist, Belmont University

For entertainment, digital marketing and content creation skills are critical. Even if a role isn't specifically connected to digital marketing, social media is almost always involved in most entry-level roles. We strongly encourage students and recent graduates to learn basic graphic design platforms, video editing and audio editing. Learning how to maximize impact on social media platforms such as YouTube, Instagram or TikTok is also a worthy investment of time. There's a wide range of self-paced training resources online, many available for free or at reduced costs for students.

What type of skills will young customer service managers need?

Andrew Gilliam

Customer Experience innovator and change agent,, Informa Tech

Technical degree programs often fail to emphasize the importance of interpersonal skills and business acumen. Technical skills are impressive and essential, but they're meaningless without a business purpose and user acceptance. Mastery of communication, teamwork, and empathy are more useful and broadly applicable than a working knowledge of the OSI model. Regardless of your position, always strive to understand how your work impacts internal and external customers and creates value for shareholders.

What technical skills for a customer service manager stand out to employers?

Keith Hassell

Executive Director of Career & Professional Development, Sacred Heart University

Employers are increasingly looking for applied skillsets and additional certifications to set a candidate apart. Sacred Heart University has recently launched a remote work certification, which houses three modules - focusing on the remote worker, the remote team and the remote leader, providing the tools and resources to comfortably leverage and utilize virtual platforms at various organizations. Additional specialized training, certifications and more are great selling tools pending on the specific area of interest. Certifications are common in areas such as project management, sales, IT/network/software, Google application and more. The candidate needs to think, "What can I do that is beyond my coursework to show I am passionate about my field? How do I make myself stand out?" Certifications is an attainable way to do this.
In addition, soft skills continue to be equally important in today's job market. NACE (the National Association of Colleges and Employers) identified seven core competencies that employers seek from entry level candidates which include critical thinking/problem solving, oral/written communication, teamwork/collaboration, digital technology, leadership, professionalism/work ethic, career management and global/intercultural fluency.

What soft skills should all customer service managers possess?

Meaghan McKasy Ph.D.

Assistant Professor of Communication, Utah Valley University

The pandemic has only emphasized the importance of soft skills. Luckily for communication graduates, so many of the key soft skills that employers look for are the foundation of their degree. Employers look for clear verbal and nonverbal communication, collaboration, listening, persuasion, and critical thinking, to name a few. Further, an attentiveness to work ethic, such as independence and time management, for instance, is necessary for anyone to succeed, but especially in an increasingly common work-from-home environment where there are plenty of distractions. Finally, self-awareness and empathy cannot be undervalued in these tumultuous times where employers recognize the importance of mental health and racial awareness.

Do you want to know more?

List of customer service manager skills to add to your resume

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

Strong Customer Service
Payroll
Customer Satisfaction
Customer Complaints
Customer Service
ISO
Direct Reports
Service Desk
Customer Service Reps
Customer Inquiries
CSM
POS
Customer Issues
Customer Orders
Order Entry
Performance Reviews
Customer Relations

PowerPoint
Loss Prevention
Customer Care
Store Operations
Customer Support
Quality Customer Service
Product Knowledge
HR
Customer Accounts
Inventory Control
Customer Retention
Customer Calls
Sales Floor
Performance Evaluations
Excellent Training
Cash Drawers
Member Development

Bank Deposits
Problem Resolution
Customer Interaction
Disciplinary Actions
Customer Problems
Inbound Calls
Sales Associates
Inventory Management
Trade Shows
Sales Reports
Customer Returns
Strong Management
Call Center Management
Call Monitoring
Front-End Operations
Cash Control

Updated January 8, 2025

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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