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.

Service Manager Responsibilities

Here are examples of responsibilities from real service manager resumes representing typical tasks they are likely to perform in their roles.

  • Manage compliance with all safety requirements to meet OSHA regulations.
  • Manage a staff of eight employees and maintain oversight of all departments and staff.
  • Utilize ADP software to prepare contract estimates, manage client and vehicle records, and time management.
  • Lead and consult in several projects which lead to the justification and approval of new ERP platform implementation.
  • Supervise employees and operations as well as coordinating third party vendors, manage logistics, operate and maintain all equipment.
  • Coordinate with training department to achieve and maintain the necessary skills within the region to achieve operating goals and KPIs.
  • Establish and maintain an effective preventative maintenance program for the continued operation of customer HVAC units.
  • Assist with supervision of merchandising and store cleanliness and resolve customer complaints in a manner which ensure customer retention.
  • Promote rapidly from floater to ASM.
  • Assist other ASM's on daily basis.
  • Company are able to get an ISO certification.
  • Complete oversight of all service personnel for entire AOR.
  • Maintain vault, ATM, TCD and order weekly cash shipments.
  • Maintain job safety with regular OSHA compliance training and internal monitoring.
  • Review civil, geotechnical, and construction engineering plans & reports.

Service Manager Skills and Personality Traits

We calculated that 12% of Service Managers are proficient in POS, Performance Reviews, and Cash Handling. They’re also known for soft skills such as Management skills, Problem-solving skills, and Time-management skills.

We break down the percentage of Service Managers that have these skills listed on their resume here:

  • POS, 12%

    Network Administration - Design, maintain, install regional LAN/WAN s and POS s (point of sale systems).

  • Performance Reviews, 8%

    Provided coaching and development to supervisors and agents, including performance reviews, scheduled monitoring sessions, recognition and disciplinary feedback.

  • Cash Handling, 8%

    Focused on excellent customer service skills, cash handling procedures and office administration duties

  • Food Handling, 7%

    Maintained thorough knowledge in all sanitation and safety regulations for food handling and preparation.

  • Cleanliness, 5%

    Worked extensively with Facilities Management and Engineering departments to ensure property wide cleanliness, functionality, and appearance.

  • Project Management, 5%

    Project Management PowerPoint Communication Collaboration Research

Some of the skills we found on service manager resumes included "pos," "performance reviews," and "cash handling." We have detailed the most important service manager responsibilities below.

  • Management skills can be considered to be the most important personality trait for a service manager to have. According to a service manager resume, "top executives must shape and direct the operations of an organization" service managers are able to use management skills in the following example we gathered from a resume: "supported branch management in delivering quality customer service. "
  • Another commonly found skill for being able to perform service manager duties is the following: problem-solving skills. According to a service manager resume, "top executives need to identify and resolve issues within an organization." Check out this example of how service managers use problem-solving skills: "resolved problems in response to customer reported incidents and provided feedback on problematic trends and patterns in customer support requirements. "
  • Service managers are also known for time-management skills, which can be critical when it comes to performing their duties. An example of why this skill is important is shown by this snippet that we found in a service manager resume: "top executives do many tasks at the same time, typically under their own direction, to ensure that their work gets done and that they meet their goals." We also found this resume example that details how this skill is put to the test: "planned and managed in-house training for technician staff that resulted in 15% to 20% reduction in installation time. "
  • In order for certain service manager responsibilities to be completed, the job requires the skill "communication skills." According to a service manager resume, "top executives must be able to communicate clearly and persuasively" As an example, this snippet was taken directly from a resume about how this skill applies: "provided customer support by means of direct personal communication and resolved customer service issues. "
  • Yet another important skill that a service manager must demonstrate is "leadership skills." Top executives must be able to lead an organization successfully by coordinating policies, people, and resources. This is clearly demonstrated in this example from a service manager who stated: "recruited by executive leadership to establish the customer support department and quality assurance department for start-up company. "
  • See the full list of service manager skills.

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    What Account Manager And Customer Service Managers 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.

    In this section, we compare the average service manager annual salary with that of an account manager and customer service manager. Typically, account manager and customer service managers earn a $39,333 lower salary than service managers earn annually.

    Even though service managers and account manager and customer service managers have vast differences in their careers, a few of the skills required to do both jobs are similar. For example, both careers require payroll, customer complaints, and customer satisfaction in the day-to-day roles.

    These skill sets are where the common ground ends though. A service manager responsibility is more likely to require skills like "pos," "performance reviews," "cash handling," and "food handling." Whereas a account manager and customer service manager requires skills like "account management," "purchase orders," "customer accounts," and "vendor invoices." Just by understanding these different skills you can see how different these careers are.

    The education levels that account manager and customer service managers earn is a bit different than that of service managers. In particular, account manager and customer service managers are 3.6% less likely to graduate with a Master's Degree than a service manager. Additionally, they're 0.3% less likely to earn a Doctoral Degree.

    What Are The Duties Of a Customer Service Representative Manager?

    A customer service/call center manager is responsible for monitoring the operations of a call center department, ensuring that the team members provide excellent customer service to the clients by responding quickly to their inquiries and concerns and providing immediate resolutions for complaints. Customer service/call center managers keep track of the staff's performance, analyzing metrics, and developing strategies to maximize productivity. They also assist the representatives in handling difficult calls and escalated complaints, authorizing refunds, and replacing products as needed. To perform these tasks, a customer service/call center manager must have excellent leadership and communication skills.

    Now we're going to look at the customer service representative manager profession. On average, customer service representative managers earn a $41,961 lower salary than service managers a year.

    Not everything about these jobs is different. Take their skills, for example. Service managers and customer service representative managers both include similar skills like "pos," "payroll," and "customer complaints" on their resumes.

    In addition to the difference in salary, there are some other key differences that are worth noting. For example, service manager responsibilities are more likely to require skills like "performance reviews," "cash handling," "food handling," and "cleanliness." Meanwhile, a customer service representative manager might be skilled in areas such as "pet," "customer accounts," "inbound calls," and "customer orders." These differences highlight just how different the day-to-day in each role looks.

    On average, customer service representative managers earn a lower salary than service managers. There are industries that support higher salaries in each profession respectively. Interestingly enough, customer service representative managers earn the most pay in the finance industry with an average salary of $34,787. Whereas, service managers have higher paychecks in the technology industry where they earn an average of $81,922.

    In general, customer service representative managers study at lower levels of education than service managers. They're 5.5% less likely to obtain a Master's Degree while being 0.3% less likely to earn a Doctoral Degree.

    How a Customer Service-Call Center Manager Compares

    A customer service/operations manager is primarily in charge of spearheading and overseeing the efforts of a customer service team, ensuring efficiency and client satisfaction. Their responsibilities include setting goals and objectives, establishing guidelines and schedules, managing the employees, creating new programs for customers, and developing strategies to optimize customer service operations. They may also participate in reaching out to clients through calls and correspondence, resolving issues promptly and professionally. Furthermore, as a manager, it is essential to lead and encourage teams to reach goals, all while implementing the company's policies and regulations.

    The third profession we take a look at is customer service-call center manager. On an average scale, these workers bring in lower salaries than service managers. In fact, they make a $40,533 lower salary per year.

    While looking through the resumes of several service managers and customer service-call center managers we discovered that both professions have similar skills. These similarities include skills such as "direct reports," "customer satisfaction," and "customer service," but they differ when it comes to other required skills.

    There are many key differences between these two careers as shown by resumes from each profession. Some of those differences include the skills required to complete responsibilities within each role. As an example of this, a service manager is likely to be skilled in "pos," "performance reviews," "cash handling," and "food handling," while a typical customer service-call center manager is skilled in "inbound calls," "data entry," "customer care," and "computer system."

    Interestingly enough, customer service-call center managers earn the most pay in the telecommunication industry, where they command an average salary of $34,481. As mentioned previously, service managers highest annual salary comes from the technology industry with an average salary of $81,922.

    When it comes to education, customer service-call center managers tend to earn similar education levels than service managers. In fact, they're 4.9% less likely to earn a Master's Degree, and 0.3% less likely to graduate with a Doctoral Degree.

    Description Of a Customer Service/Operations Manager

    The fourth career we look at typically earns lower pay than service managers. On average, customer service/operations managers earn a difference of $4,659 lower per year.

    According to resumes from both service managers and customer service/operations managers, some of the skills necessary to complete the responsibilities of each role are similar. These skills include "pos," "performance reviews," and "direct reports. "

    Each job requires different skills like "cash handling," "food handling," "cleanliness," and "project management," which might show up on a service manager resume. Whereas customer service/operations manager might include skills like "iso," "logistics," "human resources," and "customer care."

    Customer service/operations managers earn a higher salary in the finance industry with an average of $67,456. Whereas, service managers earn the highest salary in the technology industry.

    Customer service/operations managers reach similar levels of education when compared to service managers. The difference is that they're 2.2% more likely to earn a Master's Degree less, and 0.2% less likely to graduate with a Doctoral Degree.

    What a Service Manager Does FAQs

    Is A Service Manager A Good Job?

    Yes, being a service manager is a good job. A service manager makes decent money and has a good job outlook. In addition, a service manager plays an important role in the company to ensure everything runs smoothly.

    What Are The Roles And Responsibilities Of A Service Manager?

    The roles and responsibilities of a service manager include covering a team of service associates while also ensuring the business operates as usual.

    The main roles and responsibilities for service managers include:

    What Is A Manager's Role?

    A manager's role is to maintain the needs of a team while ensuring that the team hits its goals efficiently.

    A manager can have any number of duties and responsibilities that contribute to accomplishing this. Managers are often responsible for keeping track of things like deadlines and sales goals.

    What Qualifications Do I Need To Be A Service Manager?

    The typical qualification to be a service manager is a degree in business administration or management. A person should also possess at least five years of experience working in customer service, though many jobs look for ten years of experience.

    What Skills Does A Service Manager Need?

    Skills needed to be a service manager include good people skills, communication, and a strong understanding of the industry and business process.

    A service manager should have the following attributes:

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