What does a Customer Service Manager do?
Customer service managers are in charge of overseeing a group of customer service associates. They ensure that key metrics are met by the employees. These metrics usually include average handling time and customer satisfaction ratings. They also give coaching to employees who might need additional guidance in reaching team goals. Customer service managers are expected to have had experience on the operations floor to balance their role as a strategic leader and a people manager. They should have customer service skills, decision-making skills, and communication skills.
Customer service manager responsibilities
Here are examples of responsibilities from real customer service manager resumes:
- Manage the accounts payable and accounts receivable dealing with the Michigan WIC program.
- Ensure SLA compliance are achieved for all incident metrics as well as call resolution.
- Manage installation and customization of ACD system and PBX for business office call center operations.
- Develop and manage communications strategies, including Facebook, catalog production, email marketing, direct mail.
- Lead efforts in developing and executing CRM with the team to identify areas of improvement within the departments.
- Prioritize, delegate and accomplish multiple projects, as well as the ability to troubleshoot and resolve common problems.
- Implement customer support module in SalesForce CRM for field service and customer support.
- Resolve payroll, customer service and operational issues, ensuring excellent customer service, efficient and effective business operation.
- Execute the pet care plan.
- Establish KPIs to pinpoint areas for refinement.
- Train as a cashier and progress to CSL.
- Promote to CSL position due to leadership and finance skills.
- Provide pet care services such as feeding and watering dogs.
- Position warnings and secure all doors and windows prior to fumigation procedures.
- Tickle file security, mail drop off and pickup to other regional office.
Customer service manager skills and personality traits
We calculated that 15% of Customer Service Managers are proficient in Strong Customer Service, Payroll, and Customer Satisfaction. They’re also known for soft skills such as Leadership skills, Management skills, and Time-management skills.
We break down the percentage of Customer Service Managers that have these skills listed on their resume here:
- Strong Customer Service, 15%
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
- Payroll, 6%
Resolved payroll, customer service and operational issues, ensuring excellent customer service, efficient and effective business operation.
- Customer Satisfaction, 6%
Developed cross-selling strategy communicating the benefit of attending technical conferences focused on branding the company's mission and overall customer satisfaction.
- Customer Complaints, 6%
Answered phone calls to resolve customer complaints by investigating problems; developing solutions; preparing reports; making recommendations to management.
- Customer Service, 6%
Worked closely with International Development Teams and Country Managers to implement and support World Class Customer Service operation.
- ISO, 5%
Established and implemented ISO policies and procedures for newly created customer service operations and later transitioned the responsibilities to Kansas City.
Most customer service managers use their skills in "strong customer service," "payroll," and "customer satisfaction" to do their jobs. You can find more detail on essential customer service manager responsibilities here:
Leadership skills. The most essential soft skill for a customer service manager to carry out their responsibilities is leadership skills. This skill is important for the role because "top executives must be able to shape and direct an organization by coordinating policies, people, and resources." Additionally, a customer service manager resume shows how their duties depend on leadership skills: "enforced all loss prevention policies, and communicated violations to the leadership team. "
Time-management skills. Another skill that relates to the job responsibilities of customer service managers is time-management skills. This skill is critical to many everyday customer service manager duties, as "top executives do many tasks concurrently to ensure that their work gets done and that the organization meets its goals." This example from a resume shows how this skill is used: "provide effective oral and written communication with exceptional time-management skills with an understanding of store operations and resource management. "
Communication skills. customer service manager responsibilities often require "communication skills." The duties that rely on this skill are shown by the fact that "top executives must be able to convey information clearly and persuasively." This resume example shows what customer service managers do with communication skills on a typical day: "lowered shrinkage rates through teamwork and communication with loss prevention associates"
Problem-solving skills. A commonly-found skill in customer service manager job descriptions, "problem-solving skills" is essential to what customer service managers do. Customer service manager responsibilities rely on this skill because "top executives need to identify and resolve issues within an organization." You can also see how customer service manager duties rely on problem-solving skills in this resume example: "cash handling, customer service, supervisory responsibilities, loss prevention, inventory control, overseeing customer complaints and executing solutions"
The three companies that hire the most customer service managers are:
- Compass Group USA87 customer service managers jobs
- Binny's48 customer service managers jobs
- Kroger45 customer service managers jobs
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Compare different customer service managers
Customer service manager vs. Service operations manager
Service operations managers are responsible for overseeing all aspects of service-oriented businesses. Typical duties of a service operations manager include hiring, training, and managing employees, developing and approving organizational policies and budgets, and managing all aspects of marketing. Additional duties include ensuring the successful and effective management of productivity, labor and quality control, communicating job expectations, and planning and reviewing compensation actions. Service operations managers are also expected to analyze space and employee requirements and process workflow, and to ensure that a safe and healthy work environment is maintained.
While similarities exist, there are also some differences between customer service managers and service operations manager. For instance, customer service manager responsibilities require skills such as "strong customer service," "service desk," "customer service reps," and "customer inquiries." Whereas a service operations manager is skilled in "patients," "related training," "service operations," and "project management." This is part of what separates the two careers.
On average, service operations managers reach higher levels of education than customer service managers. Service operations managers are 5.5% more likely to earn a Master's Degree and 0.0% more likely to graduate with a Doctoral Degree.Customer service manager vs. Lead customer service representative
A lead customer service representative is responsible for managing a group of customer service staff to assist in daily operations and help with customer issues. Lead customer service representatives manage high-level customer complaints and provide immediate resolution and disputes. They implement strategies to ensure customer satisfaction, increase productivity, and achieve profitability goals. A lead customer service representative handles escalation and evaluates team member's performance. A lead customer service representative must have excellent communication and leadership skills to supervise the team and support the business' improvement plans.
While some skills are similar in these professions, other skills aren't so similar. For example, resumes show us that customer service manager responsibilities requires skills like "strong customer service," "payroll," "iso," and "direct reports." But a lead customer service representative might use other skills in their typical duties, such as, "cleanliness," "pricing strategy," "cash handling," and "shift supervision."
Lead customer service representatives earn a lower average salary than customer service managers. But lead customer service representatives earn the highest pay in the insurance industry, with an average salary of $38,353. Additionally, customer service managers earn the highest salaries in the manufacturing with average pay of $57,488 annually.Average education levels between the two professions vary. Lead customer service representatives tend to reach similar levels of education than customer service managers. In fact, they're 2.1% less likely to graduate with a Master's Degree and 0.0% less likely to earn a Doctoral Degree.Customer service manager vs. Service center manager
A service center manager is responsible for managing staff performance and monitoring the efficiency of service operations to provide the highest customer satisfaction according to business functions and requirements. Service center managers strategize techniques to maximize operational productivity and identifying cost-reduction procedures with high-quality deliverables. They also negotiate contracts with suppliers, as well as meeting with potential clients to discuss business services, generating more revenue resources to maintain the company's financial stability and performance in the market.
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 service manager is likely to be skilled in "strong customer service," "service desk," "customer service reps," and "csm," while a typical service center manager is skilled in "osha," "ltl," "provide technical assistance," and "process improvement."
Service center managers earn the highest salary when working in the energy industry, where they receive an average salary of $41,317. Comparatively, customer service managers have the highest earning potential in the manufacturing industry, with an average salary of $57,488.service center managers typically earn similar educational levels compared to customer service managers. Specifically, they're 2.6% more likely to graduate with a Master's Degree, and 0.1% more likely to earn a Doctoral Degree.Customer service manager vs. Customer service senior associate
A customer service senior associate provides support and assistance to clients through calls, correspondence, or face-to-face interactions. They are responsible for responding to inquiries, discussing product or service specifications, helping them understand procedures, providing step-by-step instructions, or referring other services when necessary. They also maintain logs of all transactions and report to managers regularly. Additionally, as a customer service senior associate, it is essential to empower and serve as a mentor to junior associates in reaching team objectives while promoting company policies and standards.
Types of customer service manager
Updated January 8, 2025
