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Customer Service Manager Jobs in Silver Spring, MD

Sila Services

Customer Service Manager

Beltsville, MD · On-site

$70K - $80K/yr

$70,000 - $80,000 a year Customer Service Manager Sila Heating & Air Conditioning - Beltsville, MD Lead a Team That Delivers Exceptional Customer Experiences At Sila, we believe great service starts ...

Transdev

Customer Service Manager

Capitol Heights, MD

$74K - $85K/yr

Incumbent Customer Service Manager Transdev is looking for a Customer Service Manager to oversee the day-to-day operations of the Customer Service department, monitor agent activities, adjust ...

Transdev

Customer Service Manager

Capitol Heights, MD · On-site

$74K - $85K/yr

Incumbent Customer Service Manager Transdev is looking for a Customer Service Manager to oversee the day-to-day operations of the Customer Service department, monitor agent activities, adjust ...

Warehouse Cinemas

Customer Service Manager

Baltimore, MD · On-site

$21.15 - $28.85/hr

The Customer Service Manager is an integral part of our cinema leadership team, focusing on both employee training and event management to elevate the overall guest experience. This role is ...

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All JobsCustomer Service Manager JobsCustomer Service Manager Jobs in Silver Spring, MD

Customer Service Manager information

See Silver Spring, MD salary details

$25.3K

$60K

$104.4K

How much do customer service manager jobs pay per year?

As of Jun 12, 2026, the average yearly pay for customer service manager in Silver Spring, MD is $59,957.00, according to ZipRecruiter salary data. Most workers in this role earn between $42,400.00 and $72,400.00 per year, depending on experience, location, and employer.

What is the difference between Customer Service Manager vs Customer Support Supervisor?

AspectCustomer Service ManagerCustomer Support Supervisor
ResponsibilitiesOversees customer service teams, develops policies, manages escalationsSupervises support agents, handles daily customer issues, ensures team performance
Required CredentialsTypically requires a bachelor's degree, experience in customer serviceOften requires experience in support roles, some roles prefer certifications
Work EnvironmentOffice-based, managerial setting, strategic planningSupport centers, call centers, team supervision
Industry UsageCommon in retail, tech, finance, and service industriesCommon in tech, telecom, and service sectors

The Customer Service Manager focuses on strategic leadership and policy development, overseeing the entire customer service operation. In contrast, the Customer Support Supervisor handles daily team supervision and direct customer interactions. Both roles require customer service experience, but the manager's role is more strategic, while the supervisor's role is more operational.

What are some common challenges faced by Customer Service Managers and how can they be addressed?

Customer Service Managers often face challenges such as handling high-stress situations, managing team performance, and balancing customer satisfaction with company policies. To address these issues, effective managers implement regular training sessions, set clear expectations, and foster open communication within their teams. They also use data-driven approaches to monitor service quality and identify areas for improvement, while supporting staff through coaching and recognition programs. Building a positive team culture and actively seeking feedback from both customers and employees can help managers overcome these challenges and drive continuous improvement.

What are the 5 P's of customer service?

The 5 P's of customer service are Product, Price, Place, Promotion, and People. For a Customer Service Manager, understanding these elements helps in delivering effective service, managing customer expectations, and improving overall satisfaction. Focusing on People, including communication and empathy, is especially crucial in customer interactions.

What are the key skills and qualifications needed to thrive as a Customer Service Manager, and why are they important?

To thrive as a Customer Service Manager, you need strong leadership, problem-solving abilities, and experience in customer service, often backed by a bachelor's degree or equivalent work experience. Familiarity with CRM software (such as Salesforce or Zendesk), data analysis tools, and customer feedback systems is typically required. Exceptional communication, conflict resolution, and team motivation skills help someone excel in this role. These competencies are crucial for ensuring high customer satisfaction, efficient team operations, and continuous service improvement.

What do you do as a customer service manager?

A customer service manager oversees a team responsible for addressing customer inquiries, resolving complaints, and ensuring customer satisfaction. They develop policies, monitor service quality, and use tools like CRM software to improve customer experience and support business goals.

What is the role of a customer service manager?

A customer service manager oversees a team responsible for addressing customer inquiries, resolving issues, and ensuring high levels of customer satisfaction. They develop policies, monitor service quality, and use tools like CRM systems to improve customer experience and support business goals.

What does a Customer Service Manager do?

A Customer Service Manager oversees a team of customer service representatives and ensures that customers receive excellent service and support. They handle escalated issues, train staff, monitor performance metrics, and implement strategies to improve customer satisfaction. Additionally, they may be responsible for developing customer service policies and liaising with other departments to resolve complex problems. Their main goal is to maintain high levels of customer loyalty and ensure that company standards are met.

What's the highest paying customer service job?

The highest paying customer service roles are often in executive or specialized management positions, such as Customer Service Director or Vice President of Customer Experience, which can earn six-figure salaries. These roles typically require extensive experience, leadership skills, and knowledge of customer relationship management tools and strategies.

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.

More about Customer Service Manager jobs
What are the most commonly searched types of Customer Service jobs in Silver Spring, MD? The most popular types of Customer Service jobs in Silver Spring, MD are:
What job categories do people searching Customer Service Manager jobs in Silver Spring, MD look for? The top searched job categories for Customer Service Manager jobs in Silver Spring, MD are:
What cities near Silver Spring, MD are hiring for Customer Service Manager jobs? Cities near Silver Spring, MD with the most Customer Service Manager job openings:
Customer Service Manager jobs near you
Infographic showing various Customer Service Manager job openings in Silver Spring, MD as of June 2026, with employment types broken down into 1% As Needed, 77% Full Time, 20% Part Time, and 2% Contract. Highlights an 92% Physical, 2% Hybrid, and 6% Remote job distribution, with an average salary of $59,957 per year, or $28.8 per hour.

Customer Service Manager

Sila Services

Beltsville, MD • On-site

$70K - $80K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted yesterday

Job description

$70,000 - $80,000 a year
Customer Service Manager

Sila Heating & Air Conditioning - Beltsville, MD

Lead a Team That Delivers Exceptional Customer Experiences

At Sila, we believe great service starts long before a technician arrives at a customer's home. Our Customer Service team is the first voice our customers hear - and the Customer Service Manager is the leader who sets the standard for excellence.

For more than 35 years, Sila has been a trusted leader in home comfort solutions throughout the Washington, D.C. metro area. Since 1989, we've built our reputation on exceptional customer service, same-day responsiveness, industry expertise, and a commitment to doing things the right way.

We invest in cutting-edge technology, ongoing training, and - most importantly - our people. We're looking for a motivated, performance-driven leader who can develop teams, improve processes, and create an outstanding customer experience while driving department performance and operational excellence.

If you thrive in a fast-paced environment, enjoy coaching and developing people, and want to make a measurable impact within a growing company, we want to hear from you.

Why Join Sila?

We don't just offer jobs - we build careers.

What We Offer
  • Competitive compensation package
  • Performance incentives and bonus opportunities
  • Comprehensive medical, dental, and vision insurance
  • Company-paid life insurance, short-term disability, and long-term disability
  • 401(k) with company match
  • Paid time off and parental leave
  • Ongoing training and professional development opportunities
  • Annual performance reviews and growth planning
  • Modern technology and integrated software platforms
  • A supportive, team-oriented culture where your leadership matters
The Role

As the Customer Service Manager, you will lead and develop a team of Customer Service Representatives and Dispatchers responsible for booking service appointments, maximizing customer satisfaction, and supporting operational efficiency across the business.

This role is critical to ensuring calls are converted into booked opportunities, schedules are optimized, and customers receive a best-in-class experience from the very first interaction.

What You'll Do
  • Lead, coach, and develop Customer Service Representatives and Dispatchers
  • Train team members on best practices for converting inbound calls into booked appointments
  • Partner with Service and Sales leadership to optimize technician and sales scheduling
  • Monitor department performance metrics and drive continuous improvement
  • Review recorded calls and provide coaching to improve customer experience and booking performance
  • Create and refine call scripts that improve customer engagement and conversion rates
  • Build scalable coaching, onboarding, and training processes
  • Ensure staffing levels align with seasonal demand and business needs
  • Foster a positive, accountable, and performance-driven culture
  • Help team members understand how their contributions directly impact company success
  • Identify operational inefficiencies and recommend process improvements
What We're Looking For
  • Previous leadership experience in customer service, dispatch, or call center operations
  • Proven ability to coach, motivate, and develop high-performing teams
  • Strong customer service and conflict resolution skills
  • Experience working in a metrics-driven environment with performance goals
  • Excellent communication, organization, and multitasking abilities
  • Strong problem-solving and decision-making skills
  • High attention to detail and ability to thrive in a fast-paced environment
  • Proficiency with Microsoft Office applications including Excel, Word, and PowerPoint
  • Experience with home services, HVAC, plumbing, electrical, or service dispatch operations is a plus
Why This Role Matters

At Sila, the Customer Service team plays a major role in our success. This position is more than managing phones and schedules - it's about leading people, improving performance, building customer trust, and creating an exceptional experience that keeps customers choosing Sila year after year.

If you're ready to grow your leadership career with a company that values integrity, teamwork, accountability, and professional development, apply today.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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