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What Is a Customer Service Manager and How to Become One

What Is a Customer Service Manager and How to Become One Image

What Do Customer Service Managers Do?

As a customer service manager, your job is to train the rest of the customer service staff and help develop their skills. You may help them learn how to greet customers, how to assist customers with problems, and how to remain professional when dealing with demanding customers. As a manager, your job also includes helping meet customer satisfaction targets, improving customer loyalty, and supporting the actions of the sales departments. Customer service managers often make recommendations for improving performance and work with the human resources department to hire employees and make decisions on disciplinary matters. You also provide direct customer service during staffing shortages or times of unusually high call volume.

How to Become a Customer Service Manager

The primary qualifications for a career as a customer service manager include a bachelor's degree in a relevant field and outstanding leadership skills. Experience in a call center is preferred, especially if you have experience as a supervisor. Many employers value your ability to deliver results, your competitive spirit, and your ability to stay calm in a high-pressure, time-sensitive environment. Fulfilling the duties and responsibilities of this job requires several other skills, including the ability to multitask, a sense for when and where to provide feedback to employees, and good judgment on when to make exceptions while resolving customers' problems.

Customer Service Manager Job Description Sample

With this Customer Service Manager job description sample, you can get a good idea of what employers are looking for when hiring for this position. Remember though, every employer is different and each will have unique qualifications when they hire for their Customer Service Manager position.

Job Summary

The customer service manager is responsible for managing customer service agents and monitoring their performance while still providing excellent service to the customer. In this role, you will schedule agents, assistants, and representatives, resolve emergency issues, provide training for new employees, and handle service issues beyond agent capability. You will also be required to meet all customer and company expectations.

Duties and Responsibilities

  • Recruit, hire and train new customer service agents
  • Generate sales from training agents to up-sell and cross-sell
  • Research strategies to further improve the customer experience
  • Schedule calendar for agents and representatives
  • Distribute agent and representative work
  • Develop standards and procedures
  • Document customer service discussions and actions
  • Maintain accurate records and files of documentation
  • Provide sales goals and encouragement to achieve goals
  • Manage budget and expenses
  • Set and maintain all customer service procedures and policies
  • Address returns, refunds, credits, and shipping tracking numbers
  • Record, organize, and file customer interactions and profile/account changes
  • Provide resources for quality customer service
  • Implement customer service strategies to improve quality of service
  • Address and resolve team and customer conflicts
  • Anticipate and resolve customer service issues
  • Maintain a professional workspace and workflow
  • Evaluate agent and representative performance

Requirements and Qualifications

  • Excellent customer care and focus; ability to assess customers’ needs and provide answers, paths, troubleshooting help, or methods for a positive customer experience
  • Able to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner
  • Able to multitask, prioritize, and manage time efficiently
  • Encouraging to team and staff; able to mentor and lead
  • Eager to expand the company with new sales, clients, and territories
  • Able to analyze data and sales statistics and translate results into better solutions
  • Excellent verbal and written communication skills
  • Self-motivated and self-directed
  • Experienced at compiling and following strict budgets
  • Comfortable in both a leadership and team-player role
  • Creative problem solver who thrives when presented with a challenge
  • Focused on customer service
  • High school degree or equivalent; Bachelor’s degree in business administration, business, or related field preferred
  • Previous experience in customer support, client services, sales, or a related field
  • Excellent at communicating over the phone and handling phone systems
  • Basic computer skills and experience with tracking and recording call information, filing documents, or updating customer profiles/accounts; may include entering and tracking merchandise, scheduling with Microsoft Office Suite or similar software
  • Able to concentrate on multiple problems at once
  • Excellent time management and prioritization skills
  • Ability to answer phone, listen actively, relay information, and type basic information simultaneously
  • Customer-focused for a positive customer experience and resolution