Customer Service ManagerJob Description, Salary, Career Path, and Trends

Customer service managers are responsible for retaining customers by going above and beyond in providing value to the customer experience. They need to have a deep understanding of customer and business needs to find solutions that appeal to both. They must be good leaders and effective trainers as they need to instill in their team good listening skills, empathy toward customer issues, and efficiency in providing valid solutions.

The customer service manager measures and reports to stakeholders on the successes and issues of the customer service department and must have excellent communication skills. To deliver a high-quality customer service experience, customer service managers must be able to organize and motivate service reps, manage incoming case volume, and evaluate customer behavioral trends. Other important skills include good working knowledge of management methods and techniques, proficiency in using various customer service software, and current awareness of industry trends. 

Sample job description

Without talented customer service managers, companies would have a hard time keeping customers happy. Customer service managers are vital to keeping a company alive since they are the ones in charge of the customer service department. They are responsible for motivating customer service representatives to take care of their customers’ needs. Customer service managers do this by creating goals and assessing customer service personnel to find ways to increase customer satisfaction. [Your Company] is currently searching for an experienced customer service manager to be a part of their team. They’re searching for someone who is passionate about working with others and prioritizing the needs of their customers. If you’re creative and are interested in enhancing the customer experience with our team, we would recommend you apply to our open customer service manager position. 

Typical duties and responsibilities

  • Oversee the customer service team
  • Manage and train customer service associates
  • Set reasonable customer satisfaction goals and work with the team to meet them consistently
  • Interact with customers, responding to their questions and guiding them to the appropriate service
  • Create and implement programs to improve customer service experiences 

Education and experience

A bachelor’s degree in business administration or a related field is required for this position.

Required skills and qualifications

  • Several years of experience in customer service
  • Ability to translate your skills to other employees through training and mentoring
  • Excellent verbal and written communication skills
  • Proficiency with Microsoft Office Suite

Preferred qualifications

  • High prioritization skills and process orientation
  • Ability to embrace the mindset of continuous improvement and actively contribute to the process and procedure of the team
  • Superb written and verbal communication skills
  • Positive attitude, empathy, and high energy
  • Strong customer-facing and presentation skills with the ability to establish credibility with executives

Average salary and compensation

The average salary for a customer service manager is $54,500 in the United States. Position salary will vary based on experience, education, company size, industry, and market.

LocationSalary LowSalary High
Phoenix, Arizona$54,200$73,300
Los Angeles, California$61,150$82,700
Denver, Colorado$50,950$68,950
Washington, DC$62,050$83,950
Miami, Florida$50,700$68,600
Orlando, Florida$46,750$63,300
Tampa, Florida$47,250$63,900
Atlanta, Georgia$49,550$67,000
Chicago, Illinois$56,950$77,050
Boston, Massachusetts$61,600$83,350
Minneapolis-St. Paul, Minnesota$49,100$66,400
New York City, New York$64,850$87,750
Philadelphia, Pennsylvania$52,800$71,450
Dallas, Texas$51,400$69,550
Houston, Texas$51,150$69,250
Seattle, Washington$59,250$80,200
National Average$46,300$62,650

Typical work environment

Customer service managers are typically found working in an office setting. While they may be working independently on their computer from time to time, customer service managers are usually in meetings, where they work and collaborate with others on how to better their customer service. Depending on the industry, customer service managers may work part-time, however, most are expected to work the standard 40-hour workweek. 

Typical hours

The work hours for a customer service manager are typically from 9 AM to 5 PM, Monday through Friday in an office setting. However, longer or different hours may, at times, be necessary.

Available certifications

There are many certifications available that can prepare customer service managers for their role. Check out the following: 

  • Customer Service Manager Certificate (CSMC). This program is designed to teach previous customer service representatives how to become customer service managers. The certification will teach students how to understand various customers, the knowledge and strategies needed to create a loyal customer, and most importantly how to manage people your customers will be interacting with. Earning the Customer Service Manager Certificate is the first step to becoming a competitive applicant. 
  • Certified Customer Experience Professional (CCXP). The Certified Customer Experience Professional program offers professional recognition of people with great knowledge of customer experience discipline. Providing a positive customer experience is the number one priority as a customer service manager, so earning the CCXP will provide you with effective methods on how to enhance the customer experience. Your knowledge and your credibility will increase as you take this course since you will be able to demonstrate your continuous commitment to learning more about customers and their needs.

Career path

The career path for a customer service manager entails first earning a bachelor’s degree in business administration or a related field. While obtaining your degree, it’s always beneficial to look into additional certifications, courses, classes, internships, etc. that can bring additional knowledge and real-world experience to your background.

Customer service managers typically wear many hats and are responsible for a number of duties beyond just managing and training the customer service team. In this leadership position, you’ll set customer satisfaction goals and lead the team to meet and exceed them consistently, as well as create and manage new programs to improve customer service experiences going forward.

US, Bureau of Labor Statistics’ job outlook

SOC Code: 11-3010

2020 Employment322,000
Projected Employment in 2030350,500
Projected 2020-2030 Percentage Shift 9% increase
Projected 2020-2030 Numeric Shift28,600 increase

Customer service representatives, both in-person and in customer contact centers, are often the first human voice customers encounter from the company. To that end, even with a very slight downturn forecasted over the coming years, interaction with customers is always valued, especially when done efficiently and with positive outcomes. With that ongoing need for customer service staff, having quality managers for those employees looks to be essential, if not growing at a rapid rate.

Sample interview questions

  • Tell us about yourself and why you want to work for our company.
  • Why are you passionate about customer service?
  • What previous experience do you have with customer service?
  • What are the primary roles of a customer service manager?
  • How well do you work in a team?
  • Describe a time you had a disagreement with a coworker. How did you handle it?
  • What do you believe is your greatest achievement?
  • How will you prioritize delivering excellent results to customers?
  • How do you handle difficult customers?
  • What experiences have you had that’s contributed to your strong leadership skills?
  • What type of customer service problems have you encountered in your previous roles?
  • How do you make sure your team is communicating effectively?
  • What strategies and methods will you use to engage customers?
  • How would you implement customer service-related policies in the workplace?
  • What management or customer service tools are you familiar with?
  • As a customer service manager, how do you handle confidential information with customers and staff?
  • What actions would you take if there is a recurring customer complaint regarding a product defect?

Customer Service Manager Jobs in Ashburn

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