Customer Service ManagerSample Job Descriptions, Salaries, and Interview Questions

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

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

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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