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Customer Service Manager

What is a Customer Service Manager?

A customer service manager helps a company retain profitable customers by ensuring a five-star experience with the brand. To do so, the manager usually oversees a staff of customer service representatives and hires and trains new staff members. In addition to a supervisory role, the manager also audits the customer experience and suggests improvements to elevate customer satisfaction.

This role reports to a customer service director or an operational manager who looks at the manager’s key performance indicators (KPIs) to grade success. Key performance indicators for customer service managers may include average handling time, customer satisfaction scores, average response times, and call resolution rates.

Education Requirements

  • 10 years of customer service experience
  • 4-5 years of supervisory experience
  • Bachelor’s degree in business administration

Customer Service Manager Essential Skills

  • Administrative skills
  • The ability to teach and train others
  • Excellent verbal and communication skills
  • Proficiency in Microsoft Office, Outlook, and customer service software

Customer Service Manager Roles & Responsibilities

  • Create or improve customer service procedures and practices
  • Set customer satisfaction goals and provide instruction on how to meet them
  • Manage the department budget
  • Curate reports and present them to supervisors on a regular basis
  • Implement best practices in customer service management
  • Research and implement new ways to improve the customer experience

Day-to-Day Duties

  • Oversee operational duties of the customer service team
  • Maintain records or tickets of all interactions with customers
  • Hire and train new employees
  • Maintain customer satisfaction by providing problems-solving resources
  • Accomplish customer service human resource objectives by recruiting, selecting, training, and coaching employees

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