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
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.
Los Angeles, California
Minneapolis-St. Paul, Minnesota
New York City, New York
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.
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.
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.
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
Projected Employment in 2030
Projected 2020-2030 Percentage Shift
Projected 2020-2030 Numeric Shift
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?
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