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Customer Service Manager Jobs in Worcester, MA (NOW HIRING)

TransCore

Customer Service Manager

Auburn, MA · On-site

$90K/yr

Under the direction of the CSC Program Manager, the Customer Service Manager is primarily responsible for the overall operations and performance of the Customer Care Department, the Walk-in Centers ...

TransCore

Customer Service Manager

Auburn, MA

$90K/yr

Under the direction of the CSC Program Manager, the Customer Service Manager is primarily responsible for the overall operations and performance of the Customer Care Department, the Walk-in Centers ...

Roche Brothers

Customer Service Manager

Weston, MA

Overview The Customer Service Manager oversees the daily front end operations of the store and ensures customer satisfaction by providing skill development and on-the-job training for all customer ...

SERVICE TIRE TRUCK CENTER INC

Service Manager

Auburn, MA · On-site

$70K - $90K/yr

Call customers back upon completion of road call. Obtain PO's. Generate computer work orders ... With the assistance of the Branch Manager, schedule service personnel for 40 hour work weeks plus ...

Bridge Property Management

Service Manager

Marlborough, MA · On-site

$36 - $39/hr

Strong leadership and customer service skills * EPA certification Type I, II, or Universal required ... Manage vendor and contractor communication - relay scope of work, schedule repairs, and follow up ...

Heights at Marlborough

Service Manager

Marlborough, MA

$36 - $39/hr

Strong leadership and customer service skills * EPA certification Type I, II, or Universal required ... Manage vendor and contractor communication -- relay scope of work, schedule repairs, and follow up ...

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All JobsCustomer Service JobsCustomer Service Manager JobsCustomer Service Manager Jobs in Worcester, MA

Customer Service Manager information

See Worcester, MA salary details

$24.4K

$57.9K

$100.8K

How much do customer service manager jobs pay per year?

As of Aug 14, 2026, the average yearly pay for customer service manager in Worcester, MA is $57,872.00, according to ZipRecruiter salary data. Most workers in this role earn between $40,900.00 and $69,800.00 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 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 are the duties of a customer service manager?

A customer service manager oversees a team responsible for addressing customer inquiries, resolving complaints, and ensuring high service quality. They develop policies, monitor performance metrics, train staff, and collaborate with other departments to improve customer satisfaction and operational efficiency.

What does a customer service manager 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 Worcester, MA?

The most popular types of Customer Service jobs in Worcester, MA are:

What are popular job titles related to Customer Service Manager jobs in Worcester, MA?

For Customer Service Manager jobs in Worcester, MA, the most frequently searched job titles are:

What job categories do people searching Customer Service Manager jobs in Worcester, MA look for?

The top searched job categories for Customer Service Manager jobs in Worcester, MA are:

What cities near Worcester, MA are hiring for Customer Service Manager jobs?

Cities near Worcester, MA with the most Customer Service Manager job openings:

Customer Service Manager jobs near you
Infographic showing various Customer Service Manager job openings in Worcester, MA as of August 2026, with employment types broken down into 100% Full Time. Highlights an 100% In-person job distribution, with an average salary of $57,872 per year, or $27.8 per hour.

Customer Service Manager

TransCore

Auburn, MA • On-site

$90K/yr

Full-time

Re-posted 2 days ago

TransCore rating

6.5

Company rating: 6.5 out of 10

Based on 26 frontline employees who took The Breakroom Quiz

131st of 157 rated electronics manufacturers

Job description

TransCore (TRN), a subsidiary of ST Engineering, is seeking a full-time Customer Service Manager to join our team in Auburn, Massachusetts.
Summary: Under the direction of the CSC Program Manager, the Customer Service Manager is primarily responsible for the overall operations and performance of the Customer Care Department, the Walk-in Centers (WIC), as well as Facility Management. The Manager coordinates processing and reporting activities with the Customer Care Supervisors to ensure that policy and procedure integrity is maintained and also manages all activities of Customer Care Operations, maintaining optimum service levels for E-ZPass MA and PAY BY PLATE MA (PBP) accounts. Per the accepted contract pricing (Appendix M1B of the MassDOT AET CSC Agreement), the Customer Service Manager is responsible for maintaining the expected profit margins at each WIC location individually.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
  • Maintain a full understanding of all E-ZPass MA and PBP programs and is well-versed in all Customer Care Representative, Team Lead and Supervisor tasks
  • Participates in bi-weekly Project Manager and software development calls to ensure all Customer Care issues are addressed, corrected, tested and implemented timely
  • Support MassDOT's Director of Statewide tolling for key high-level requests from operations including legal hearings, subpoena's and detailed customer account history
  • Develop agenda and present all relevant Customer Care issues to discuss with MassDOT Management team for the Monthly Status Meetings
  • Understands the business rules of all E-ZPass MA and PBP programs as they apply to account establishment, account maintenance and transponder inventory tasks
  • In conjunction with the Customer Care Supervisor's, oversees 6 WIC locations and continually monitor and assess service levels including the number of walk-ins, wait times and customer feedback
  • Coordinate daily activities that ensure Customer Care operations and its staff provide excellent customer service, supervises and supports all established policies and procedures and keeps TransCore management and MassDOT appraised of the status of Customer Care Center operations
  • Responsible for understanding, monitoring and meeting daily, weekly, monthly performance metrics and standards applicable to the Customer Care Department (#3-5, #43-45, #1-2 and #6-11 in conjunction with the Account and Finance Manager, #37-38 and #66 in conjunction with the Customer Communications Manager and Accounting and Finance Manager); informing the CSC Program Manager when issues arise that impact metrics
  • Serving as customer service role model, ensure all Customer Care representatives are courteous, professional and attuned to customer needs
  • Establish and monitor statistical performance reporting criteria, enforce policies and procedures to ensure all staff meet or exceed expected customer service and performance levels
  • Correct and address any QA findings, develop preventive measures, support training and cross training processes and continue to mentor new and existing staff to ensure overall quality of delivered services
  • Work with the QC/QA department to implement efficiencies by evaluating processes for improvements where possible
  • Periodically travel to WIC's to maintain effective relationships and communication with team members
  • Act as safety Manager for all locations (including WIC's) and building security, first contact for alarms and access granted and revoked as needed for all staff
  • Must remain professional under every circumstance with customers/non-customers

Required Skills:
  • 5 plus years Supervisory experience with hands-on customer service experience
  • Proven ability to navigate and elaborate integrity system data activity
  • Advance skills in Microsoft Office products and proficient in running SQL scripts
  • Must be a team player, self-motivated and success oriented for the entire CSC Program
  • Bilingual in Spanish a plus

Education:
  • Minimum of an Associates degree required
  • Bachelor's degree preferred

Salary Range: $70 - 90k annually based upon qualifications and experience.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.

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