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Become A Customer Service Representative Manager

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Working As A Customer Service Representative Manager

  • Getting Information
  • Interacting With Computers
  • Communicating with Persons Outside Organization
  • Communicating with Supervisors, Peers, or Subordinates
  • Establishing and Maintaining Interpersonal Relationships
  • Deal with People

  • Mostly Sitting

  • Repetitive

  • $67,898

    Average Salary

What Does A Customer Service Representative Manager Do

Customer service representatives interact with customers to handle complaints, process orders, and provide information about an organization’s products and services.

Duties

Customer service representatives typically do the following:

  • Listen to customers’ questions and concerns, and provide answers or responses
  • Provide information about products and services
  • Take orders, calculate charges, and process billing or payments
  • Review or make changes to customer accounts
  • Handle returns or complaints
  • Record details of customer contacts and actions taken
  • Refer customers to supervisors or more experienced employees

Customer service representatives answer questions or requests from customers or the public. They typically provide services by phone, but some also interact with customers face to face, by email, or live chat.

The specific duties of customer service representatives vary by industry. For example, representatives who work in banks may answer customers’ questions about their accounts. Representatives who work for utility and communication companies may help customers with service problems, such as outages. Those who work in retail stores often handle returns, process refunds, and help customers locate items. Some representatives make changes to customers’ accounts, such as updating addresses or canceling orders. Although selling is not their main job, some representatives may help generate sales while providing information about a product or service.

Customer service representatives typically use a telephone, computer, and other office equipment. For example, representatives who work in call centers answer phone calls and use computers to review and select standard responses from a list of options. Those employed in retail stores use registers to process returns or orders.

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How To Become A Customer Service Representative Manager

Customer service representatives typically need a high school diploma and receive on-the-job training to learn the specific skills needed for the job. They should be good at communicating and interacting with people and have some experience using computers.

Education

Customer service representatives typically need a high school diploma.

Training

Customer service representatives usually receive short-term on-the-job training, lasting 2 to 3 weeks. Those who work in finance and insurance may need several months of training to learn more complicated financial regulations.

General customer-service training may focus on procedures for answering questions, information about a company’s products and services, and computer and telephone use. Trainees often work under the guidance of an experienced worker for the first few weeks of employment.

In certain industries, such as finance and insurance, customer service representatives must remain current with changing regulations.

Licenses, Certifications, and Registrations

Customer service representatives who provide information about finance and insurance may need a state license. Although licensing requirements vary by state, they usually include passing a written exam. Some employers and organizations may provide training for these exams.

Important Qualities

Communication skills. Customer service representatives must be able to provide information in writing, by phone, or in person so that customers can understand them.

Customer-service skills. Representatives help companies retain customers by answering their questions and complaints in a helpful and professional manner.

Interpersonal skills. Representatives should be able to create positive interactions with customers.

Listening skills. Representatives must listen carefully and understand a customer’s situation in order to assist them.

Patience. Representatives should be patient and polite, especially when interacting with dissatisfied customers.

Problem-solving skills. Representatives must determine solutions to a customer’s problem. By resolving issues effectively, representatives contribute to customer loyalty and retention.

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Do you work as a Customer Service Representative Manager?

Customer Service Representative Manager Jobs

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Average Length of Employment
Top Employers Before
Cashier 10.2%
Teller 4.4%
Manager 3.1%
Internship 2.3%
Server 2.3%
Waitress 1.7%
Top Employers After
Cashier 5.5%
Manager 4.7%
Teller 4.2%
Server 2.9%
Internship 2.1%

Do you work as a Customer Service Representative Manager?

Customer Service Representative Manager Demographics

Gender

Female

65.4%

Male

32.9%

Unknown

1.6%
Ethnicity

White

61.9%

Hispanic or Latino

16.6%

Black or African American

11.8%

Asian

6.2%

Unknown

3.5%
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Foreign Languages Spoken

Spanish

69.7%

French

5.0%

Portuguese

3.1%

Carrier

2.8%

Italian

2.5%

Russian

2.2%

German

2.2%

Hindi

1.5%

Chinese

1.5%

Mandarin

1.2%

Urdu

1.2%

Arabic

1.2%

Hmong

0.9%

Armenian

0.9%

Greek

0.9%

Korean

0.6%

Danish

0.6%

Bosnian

0.6%

Cantonese

0.6%

Dakota

0.6%
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Customer Service Representative Manager Education

Schools

University of Phoenix

27.7%

Ultimate Medical Academy - Clearwater

7.0%

Kaplan University

6.1%

Ashford University

5.0%

Strayer University

4.7%

Liberty University

4.5%

American InterContinental University

4.5%

Middle Tennessee State University

4.0%

Northern Virginia Community College

3.8%

University of Houston

3.6%

Southern New Hampshire University

3.4%

Houston Community College

3.2%

Troy University

3.2%

Grand Canyon University

3.1%

University of North Texas

2.9%

Arizona State University

2.9%

Indiana Wesleyan University

2.7%

University of Southern Mississippi

2.5%

University of Central Florida

2.5%

Miami Dade College

2.5%
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Majors

Business

32.8%

Accounting

6.2%

Criminal Justice

5.9%

Psychology

5.7%

Health Care Administration

5.4%

Communication

4.4%

General Studies

4.1%

Management

3.6%

Medical Assisting Services

3.5%

Marketing

3.4%

Computer Science

3.4%

Nursing

3.3%

Education

3.0%

Liberal Arts

2.6%

Graphic Design

2.6%

Finance

2.2%

Human Resources Management

2.2%

English

2.1%

Information Technology

1.8%

Computer Information Systems

1.8%
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Degrees

Other

34.1%

Bachelors

33.3%

Associate

16.6%

Masters

7.0%

Certificate

5.2%

Diploma

2.5%

License

0.9%

Doctorate

0.4%
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Job type you want
Full Time
Part Time
Internship
Temporary

Real Customer Service Representative Manager Salaries

Job Title Company Location Start Date Salary
CSR Project Manager Bay Area Techworkers San Jose, CA Sep 01, 2013 $95,000 -
$115,000
Customer Service Representative Manager Q-Hub Logistics Corporation Houston, TX Feb 09, 2016 $40,000
Customer Service Representative Manager Q-Hub Logistics Corporation Houston, TX Sep 01, 2013 $37,000
Customer Service Representative/Account Manager Resortcom International Kailua, HI Sep 16, 2010 $34,000

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Top Skills for A Customer Service Representative Manager

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  1. Customer Service Representatives
  2. Phone Calls
  3. Payroll
You can check out examples of real life uses of top skills on resumes here:
  • Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.
  • Managed high-volume incoming phone calls and processed high-volume orders.
  • Monitored budget, payroll records, and reviewed financial transactions to ensure expenditures were authorized and budgeted.
  • Handled data entry, ran credit checks, addressed concerns, bill explanations, payment arrangements, inbound and outbound calls.
  • Developed new accounts and provided customer service to several retail accounts.

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Top Customer Service Representative Manager Employers

Jobs From Top Customer Service Representative Manager Employers

Customer Service Representative Manager Videos

A Career in Financial Services at TD

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