What does a customer service representative manager do?
A customer service representative manager is responsible for ensuring customers' satisfaction by addressing their needs and managing their complaints about goods and services offered by the company. A customer service manager monitors staff performance, trains new customer service staff, implements strategic procedures to assist customers, allocates the department's budget and resources, creates loyalty programs, and sets customer service operations goals. A customer service representative manager must display outstanding communication and leadership skills to oversee daily operations and maintain a good reputation for the company.
Customer service representative manager responsibilities
Here are examples of responsibilities from real customer service representative manager resumes:
- Manage office personnel ensuring the company payroll, invoicing, book keeping, mailing and manufacturing scheduling are successfully accomplish.
- Manage AP and ordered/maintain office supplies.
- Manage team of 12-16 CSRs via weekly 1-on-1 coaching, ensuring strong performance and compliance with company policies.
- Prepare and manage the budget, maximize profitability, and balance the vault and ATM operations including reconciliation.
- Provide extensive training in driving business and coaching CSRs to execute a market calendar and achieve personal sales goals.
- Interact extensively with customers to achieve timely issue resolution while maintaining high standards for dock organization and cleanliness.
- Improve rental efficiency and increase sales by researching and executing a point of sale (POS) system.
- Provide customer service by opening both, business and individual checking, savings, CD and IRA accounts.
- Update and maintain customer records using store POS and database systems, analyze and communicate stock trends and issues to management.
- Assist and enroll individuals seeking Medicare or non-Medicare health insurance coverage.
- Document any member complaints and/or concerns in accordance to Medicare compliance guidelines.
- Create presentations using Microsoft PowerPoint, type documents, update websites and compile information for meetings.
- Orchestrate and design PowerPoint presentations for internal and external sales presentations used by sales representatives, other trainers and self.
- Develop, document, and implement effective customer-focuse procedures and policies, and ensure their compliance with establish corporate ISO requirements.
- Assist accounting dept on all AR/ AP responsibilities.
Customer service representative manager skills and personality traits
We calculated that 71% of Customer Service Representative Managers are proficient in PET, Payroll, and Customer Satisfaction. They’re also known for soft skills such as Computer skills, Customer-service skills, and Interpersonal skills.
We break down the percentage of Customer Service Representative Managers that have these skills listed on their resume here:
- PET, 71%
Created and maintained weekly employee scheduling Maintained customer and pet database including detailed instructions of feeding, medication schedules
- Payroll, 2%
Managed office personnel ensuring the company payroll, invoicing, book keeping, mailing and manufacturing scheduling were successfully accomplished.
- Customer Satisfaction, 2%
Dedicated customer service representative/office manager motivated to maintain customer satisfaction and contribute to company success with 15 years of insurance experience.
- Customer Complaints, 2%
Processed sales and payment paperwork Operated POS system Resolved customer complaints Maintained security standards Operated as manager during supervisor absence
- Customer Inquiries, 2%
Demonstrated sales experience by being responsive to customer inquiries while displaying initiative in recognizing needs and presenting solutions to customers.
- Bank Deposits, 1%
Stocked shelves, POS transactions, task delegation, cash handling, bank deposits, packaging, shipments check-in, inventory management
Most customer service representative managers use their skills in "pet," "payroll," and "customer satisfaction" to do their jobs. You can find more detail on essential customer service representative manager responsibilities here:
Customer-service skills. Many customer service representative manager duties rely on customer-service skills. "representatives help companies retain customers by professionally answering questions and helping to resolve complaints.," so a customer service representative manager will need this skill often in their role. This resume example is just one of many ways customer service representative manager responsibilities rely on customer-service skills: "job responsibilities included running store operations, customer service, ensuring correct store ordering/stocking shipments, lottery ordering. "
Interpersonal skills. customer service representative managers are also known for interpersonal skills, which are critical to their duties. You can see how this skill relates to customer service representative manager responsibilities, because "representatives should be able to create positive interactions with customers." A customer service representative manager resume example shows how interpersonal skills is used in the workplace: "promoted from customer service representative to claims manager due to outstanding analytical, problem solving, and interpersonal communication skills. "
Listening skills. customer service representative manager responsibilities often require "listening skills." The duties that rely on this skill are shown by the fact that "representatives must listen carefully to ensure that they understand customers in order to assist them." This resume example shows what customer service representative managers do with listening skills on a typical day: "provided excellent customer service and handled customer complaints by listening to and resolving problems"
Patience. A commonly-found skill in customer service representative manager job descriptions, "patience" is essential to what customer service representative managers do. Customer service representative manager responsibilities rely on this skill because "representatives should be patient and polite, especially when interacting with dissatisfied customers." You can also see how customer service representative manager duties rely on patience in this resume example: "provide excellent customer service with empathy, patience, and understanding to enrollees. "
Communication skills. Lastly, "communication skills" is an important element of what a customer service representative manager does. Customer service representative manager responsibilities require this skill because "customer service representatives must be able to provide clear information in writing, by phone, or in person." This resume example highlights how customer service representative manager duties rely on this skill: "provide quality communication and customer support to all sales reps and clients. "
The three companies that hire the most customer service representative managers are:
- Public Storage1,475 customer service representative managers jobs
- Work At Home Vintage Experts40 customer service representative managers jobs
- Sheridan29 customer service representative managers jobs
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Compare different customer service representative managers
Customer service representative manager vs. Senior customer service specialist
Senior Customer Service Specialists perform directly around customers in a company. They are typically needed to answer customers' requests, respond to an inquiry, and resolve issues and complaints. Their duties may include data entry, file keeping, and general paperwork. Also, they supervise some representatives, monitor their progress, and serve as their mentors. Candidates for the position must have strong communication skills, analytical, and computer savvy. Additionally, they must possess relevant experience as a junior customer service representative and have excellent leadership skills.
These skill sets are where the common ground ends though. The responsibilities of a customer service representative manager are more likely to require skills like "pet," "payroll," "bank deposits," and "pos." On the other hand, a job as a senior customer service specialist requires skills like "strong problem-solving," "client facing," "credit card," and "financial institutions." As you can see, what employees do in each career varies considerably.
The education levels that senior customer service specialists earn slightly differ from customer service representative managers. In particular, senior customer service specialists are 2.2% more likely to graduate with a Master's Degree than a customer service representative manager. Additionally, they're 0.1% less likely to earn a Doctoral Degree.Customer service representative manager vs. Service manager
Service managers are employees who oversee the departments related to providing services to customers. They ensure that service delivery agreements are met by employees in the department. Service managers meet with stakeholders to set service delivery metrics and department goals. They then create strategies to reach these metrics and goals. They are responsible for cascading such goals and metrics to their employees and ensuring that the employees understand what they need to do. Service managers should have a deep understanding and appreciation of the company and its business so that they can create strategies that are in line with the company's identity. They should also be familiar with the customer profiles of the company. Service managers are also responsible for creating department reports and sharing these with stakeholders.
In addition to the difference in salary, there are some other key differences worth noting. For example, customer service representative manager responsibilities are more likely to require skills like "pet," "customer accounts," "inbound calls," and "customer orders." Meanwhile, a service manager has duties that require skills in areas such as "performance reviews," "cash handling," "food handling," and "cleanliness." These differences highlight just how different the day-to-day in each role looks.
On average, service managers earn a higher salary than customer service representative managers. Some industries support higher salaries in each profession. Interestingly enough, service managers earn the most pay in the technology industry with an average salary of $81,922. Whereas customer service representative managers have higher pay in the finance industry, with an average salary of $34,787.Average education levels between the two professions vary. Service managers tend to reach higher levels of education than customer service representative managers. In fact, they're 5.5% more likely to graduate with a Master's Degree and 0.1% more likely to earn a Doctoral Degree.What technology do you think will become more important and prevalent for customer service representative managers in the next 3-5 years?
Vele Galovski
VP of Support and Field Services Research, TSIA
- HelpLightning
-Connected Product
-Video/Remote Support
2. The downturn exposed the need for many industries to accelerate their investments in digital transformation.
-Extreme Remote Services: Ability to deliver a majority of your service portfolio remotely.
- Extreme Automation: Ability to leverage AI, machine learning, RPA to automate the deliver of sales and service motions.
-Digital Sales Motion: Digital led, data driven sales engagement model.
Customer service representative manager vs. Account manager and customer service manager
A lead sales representative is responsible for selling goods and services to existing and potential customers through electronic communications and area visits. Lead sales representatives should be highly-knowledgeable of the products that the company offers to discuss and demonstrate the features to the client accurately. They take orders, process orders, and ensure the correct distribution details according to the customers' specifications. A lead sales representative also monitors the team's sales performance and strategize opportunities to maximize selling techniques and increase profitability.
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 representative manager is likely to be skilled in "pet," "pos," "customer service," and "sales floor," while a typical account manager and customer service manager is skilled in "purchase orders," "vendor invoices," "account maintenance," and "credit card."
Most account manager and customer service managers achieve a similar degree level compared to customer service representative managers. For example, they're 2.0% more likely to graduate with a Master's Degree, and 0.1% more likely to earn a Doctoral Degree.Customer service representative manager vs. Lead sales representative
Types of customer service representative manager
Updated January 8, 2025
