Customer Service Manager Job Description: Salary, Duties, Skills
A customer service manager is someone who sits as part of the customer service or customer support team. A customer service manager can be found in a variety of industries and locations. From a retail location, where they help to direct all of the customer service agents. To a digital or call center setting where they are working alongside all customer support agents who are answering phone calls, emails and direct messages.
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Customer Service Manager Job Description Sample
Here’s an example of a good Customer Service Manager job description:
We are searching for a knowledgeable customer service manager who can help direct our team of customer support agents. A great customer service manager is someone who knows how to train our agents to continue to deliver success. They should have a keen understanding of what it takes in order to create a world-class customer support portal and experience for our customers.
Customer Service Manager Salary
A Customer Service Manager salary and pay looks roughly like the following:
On average, a customer service manager with 6-10 years of experience can earn an average salary of $54,500. They may receive additional bonus compensation for the average customer service happiness ratings that come through customers. Those with more experience could expect to earn somewhere in the $60,000 annual salary range.
Customer Service Manager Job Description For Resume
A Customer Service Manager position may have a description similar to this one in an executive summary, professional summary, or resume:
Previous experience leading customer service agents. I had a team of 3 agents who worked primarily online, we had a 98% customer happiness score. Comfortable directing teams 10+.
Customer Service Manager Skills
In this section, you’re detailing the skills and qualifications you’re expecting from every candidate applying for this position.
- Customer support skills
- Problem-solving skills
- Team motivation skills
- Organizational skills
- Analytical skills
- People skills
Customer Service Manager Duties & Responsibilities
Potential candidates working as a Customer Service Manager for your organization must know their duties and responsibilities before applying for the position. Indicate what their role will be comprised of, as well as your expectations here.
- Coordinate and manage all of the customer support agent schedules and training.
- Provide ongoing coaching to support agents and ensure that they are on the cutting edge of their abilities.
- Communicate with managers and directors regarding the successes and failures of the customer support team.
- Provide consistent feedback to agents so that they can improve their performance and drive customer happiness ratings.
- Plan, coordinate, interview and hire new customer support agents on an ongoing basis.
- Funnel any lucrative findings to their respective teams and help drive our products and services forward.
Customer Service Manager Requirements
Use this area for highlighting the educational background, certifications, and other skills you require for every candidate applying for this position.
- Bachelor's Degree or Associates Degree preferred.
- 3 years previous experience in a similar domain.
- Must have a valid state driver's license and automotive insurance.
- Must be able to pass a drug test and background check.
- Knowledge of our products and services with the ability to train employees on becoming experts in the field.
- Ability to direct, motivate and improve teams.
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