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Manager Hsn Customer Service Jobs in Silver Spring, MD

Service Experts

Manager, Customer Service

Fairfax, VA · On-site

Develop and manage tiered outbound campaigns based on customer opportunity, revenue potential, service-center capacity, seasonality, and business priorities. * Lead Recovery & Customer Growth: Drive ...

Transdev

Customer Service Manager

Baltimore, MD

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

Transdev

Customer Service Manager

Baltimore, MD · On-site

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

Pae

Customer Service Manager

Mclean, VA

Certified Customer Service Manager (CCSM); Customer Service Excellence Certification. PREFFERRED EXPERIENCE Bachelor's degree in business administration, Communications, Public Relations, or a ...

Fresh Creative Cuisine

Customer Service

Baltimore, MD · On-site

$18 - $24/hr

Interact with Sales team to manage customers, product quotes and service requirements * Interact with Production team to provide timely data transfer of customer orders * Interact with Transportation ...

Transdev

Customer Service Manager - Lorton

Lorton, VA · On-site

$65K - $77K/yr

Customer Service Manager - Huntington Transdev in Lorton, VA is hiring a Customer Service Manager. The Customer Service Manager assists passengers with situations including, but not limited to ...

Fresh Creative Cuisine

Customer Service

Baltimore, MD · On-site

$18 - $24/hr

Interact with Sales team to manage customers, product quotes and service requirements * Interact with Production team to provide timely data transfer of customer orders * Interact with Transportation ...

Transdev

Customer Service Manager - Lorton

Lorton, VA · On-site

$65K - $77K/yr

Customer Service Manager - Huntington Transdev in Lorton, VA is hiring a Customer Service Manager. The Customer Service Manager assists passengers with situations including, but not limited to ...

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Manager Hsn Customer Service information

See Silver Spring, MD salary details

$25.3K

$60K

$104.4K

How much do manager hsn customer service jobs pay per year?

As of Sep 1, 2026, the average yearly pay for manager hsn customer service 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 does a manager HSN Customer Service do?

A Manager HSN Customer Service oversees the customer service operations for HSN (Home Shopping Network). They are responsible for leading teams, ensuring high-quality customer interactions, resolving escalated issues, and implementing strategies to improve customer satisfaction. The manager also monitors performance metrics, provides training and development, and works to enhance the overall customer experience. Their role is critical in maintaining HSN's reputation and ensuring customers have a positive shopping experience.

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

To thrive as a Manager HSN Customer Service, you need strong leadership abilities, in-depth knowledge of customer service principles, and prior experience in team management, often supported by a bachelor's degree in business or a related field. Familiarity with CRM software, call center systems, and performance management tools is typically required, along with knowledge of HSN's products and processes. Outstanding communication, conflict resolution, and motivational skills help foster a positive team environment and ensure top-tier customer experiences. These competencies are crucial for driving team performance, maintaining customer satisfaction, and achieving business goals in a competitive retail environment.

What are some common challenges faced by a manager HSN Customer Service, and how can they be addressed?

As a Manager in HSN Customer Service, common challenges include balancing high customer expectations with operational efficiency, managing a diverse team, and adapting to rapidly changing technology and product offerings. Addressing these challenges often involves fostering clear communication, providing ongoing training for team members, and implementing customer feedback systems to enhance service quality. Building strong interdepartmental relationships also helps managers resolve complex customer issues more effectively and supports a positive team environment.

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

AspectManager Hsn Customer ServiceCustomer Service Supervisor
ResponsibilitiesOversees customer service operations, develops strategies, manages teams, and handles escalations.Supervises daily customer service activities, trains staff, and ensures quality service.
Required CredentialsTypically requires experience in customer service, leadership skills, and sometimes a managerial certification.Experience in customer service, leadership abilities, and team management skills.
Work EnvironmentOffice setting, often in a corporate or retail environment, with strategic planning duties.Call centers or retail outlets, focusing on team supervision and customer interactions.

The main difference is that the Manager Hsn Customer Service focuses on strategic oversight and management of customer service teams, while the Customer Service Supervisor handles daily team supervision and operational tasks. Both roles require customer service experience and leadership skills, but the manager position involves higher-level planning and decision-making.

What are the most commonly searched types of Hsn Customer Service jobs in Silver Spring, MD?

The most popular types of Hsn Customer Service jobs in Silver Spring, MD are:

What cities near Silver Spring, MD are hiring for Manager Hsn Customer Service jobs?

Cities near Silver Spring, MD with the most Manager Hsn Customer Service job openings:

Manager Hsn Customer Service jobs near you

Manager, Customer Service

Service Experts

Fairfax, VA

Full-time

Posted 13 days ago

Service Experts rating

6.1

Company rating: 6.1 out of 10

Based on 28 frontline employees who took The Breakroom Quiz

230th of 283 rated repair and maintenance companies

Job description

Welcome!

The Agent Performance & Customer Growth Manager is responsible for driving agent performance, call conversion, customer growth, and inbound/outbound revenue generation across the Contact Center. This role owns conversion performance reporting and ensures performance insights translate into targeted coaching, accountability, and measurable results.
The Manager directly leads the Performance coaches and Outbound Program, while partnering closely with Contact Center Supervisors to implement coaching plans and Performance Improvement Plans (PIPs) for agents performing below established expectations.

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Direct Reports
Performance Coaches - Provide targeted, data-driven coaching to improve agent conversion, lead generation, call effectiveness, and overall KPI performance across all call taking teams.

Outbound Call Activity - Executes targeted outbound campaigns focused on lead recovery, customer reactivation, appointment generation, membership growth, and other revenue-generating initiatives.
Key Responsibilities
  • Conversion Performance: Own and monitor conversion of the sales/service calls and reporting by agent, team, region, call type, and customer segment; identify trends and performance gaps.
  • Performance Coaching: Lead the Performance Coaches and establish coaching priorities based on conversion data and other established KPIs.
  • Supervisor Partnership: Work with supervisors to develop and execute individualized coaching plans and ensure consistent follow-up and accountability.
  • Performance Improvement: Partner with supervisors and leadership to establish and monitor formal PIPs for agents consistently performing below expectations.
  • Performance Cadence: Lead recurring performance reviews to identify top performers, underperformers, trends, coaching needs, and corrective actions.
  • Outbound Program Leadership: Own the execution, staffing, and performance of outbound calling activities and campaigns.
  • Tiered Campaign Management: Develop and manage tiered outbound campaigns based on customer opportunity, revenue potential, service-center capacity, seasonality, and business priorities.
  • Lead Recovery & Customer Growth: Drive programs targeting unbooked/lost leads, aged opportunities, customer reactivation, memberships, and other customer growth opportunities.
  • Capacity-Based Demand Generation: Partner with Operations to target outbound activity toward markets and service centers with available technician capacity.
  • Reporting & Analytics: Maintain scorecards measuring conversion, coaching effectiveness, agent improvement, outbound productivity, campaign conversion, appointments generated, and incremental revenue.
  • Continuous Improvement: Partner with Operations, QA, Training, and other teams to improve scripting, processes, lead routing, agent tools, and performance practices.

Key Measures of Success
  • Booking and call conversion
  • Percentage of agents achieving KPI targets
  • Agent performance improvement following coaching
  • PIP improvement and successful completion
  • Coaching effectiveness and completion
  • Outbound contact and conversion rates
  • Lost/un-booked lead recovery
  • Appointments generated through outbound campaigns
  • Membership and customer growth
  • Incremental revenue generated
  • Outbound campaign ROI

Role Purpose
The Agent Performance & Customer Growth Manager serves as the Contact Center's centralized leader for performance optimization and growth-connecting conversion analytics, performance coaching, supervisor accountability, and outbound demand generation to improve agent effectiveness and deliver measurable appointment and revenue growth.
Minimum Experience: 6+ years Minimum Education: Bachelor's DegreeEqual Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.

Service Experts Heating & Air Conditioning is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.


The job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Service Experts.


Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process. To request an accommodation, please email talentacquisition@serviceexperts.com

What Service Experts employees say

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Hours and flexibility

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About Service Experts

Sourced by ZipRecruiter

Service Experts, based in Plano, Texas, US, is an industry leader in the HVAC (Heating, Ventilation, Air Conditioning) sector with a commitment to providing top-tier service for home comfort. Their offerings cover a broad range of services such as repair, maintenance, and installation of heating and air conditioning systems. Established in 1996, the company has demonstrated consistent growth and expansion, boasting a network of over 100 service centers across North America. Their mission is simple yet powerful: to provide excellence in home comfort. Service Experts has emerged as a trusted choice in the market due to their adherence to core values of integrity, innovation, excellence, and commitment.

Industry

Construction

Company size

1,001 - 5,000 Employees

Headquarters location

Plano, TX, US

Year founded

1996

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