Do you have an interest and talent in business administration, plus enjoy building relationships with people and helping them with answers to their questions, inquiries, and needs? If so, a position as a Customer Service Manager & Director may be an excellent fit for you.
Customer Service Managers & Directors need to wear many hats. They are crucial in balancing customer satisfaction with business goals, and training and mentoring their staff of Customer Service Associates to meet those goals.
With the need to be able to manage many different tasks, the career of Customer Service Manager & Director can be a great one for a candidate who is the right fit. Candidates should be able to manage a staff of people, interact with customers professionally to gain positive outcomes, multitask, and set and meet goals that align with company needs.
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 Background
A bachelor’s degree in business administration or a related field is required for this position.
Skills and Proficiencies
- 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
According to Payscale the median annual salary of a Customer Service Manager & Director with
1 Year of Experience:
- Orlando, Florida: $57,000
- Tampa, Florida: $57,000
- Jacksonville, Florida: $53,000
- Miami, Florida: $38,000
- Atlanta, Georgia: $54,000
- Chicago, Illinois: $48,000
- Houston, Texas: $60,000
- Los Angeles, California: $59,000
- New York City, New York: $53,000
- Seattle, Washington: $70,000
- Overall: $58,000
5 Years of Experience:
- Orlando, Florida: $60,000
- Tampa, Florida: $61,000
- Jacksonville, Florida: $60,000
- Miami, Florida: $59,000
- Atlanta, Georgia: $60,000
- Chicago, Illinois: $65,000
- Houston, Texas: $63,000
- Los Angeles, California: $72,000
- New York City, New York: $80,000
- Seattle, Washington: $73,000
- Overall: $64,000
Similar Job Titles
- Inbound Customer Service Representative
- Outbound Customer Service Representative
- Call Center Representative
- Collections Representative
The career path for a Customer Service Manager & Director 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 & Directors 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.
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.
According to the U.S. Bureau of Labor Statistics, the demand for general jobs in customer service is projected to decline (two percent) through 2028, as there will be less demand for Customer Service Representatives as more of their tasks become automated. That said, most every company in industries across the board needs customer service departments, and with that, people to manage them.
The work hours for a Customer Service Manager & Director are typically from 9 a.m. to 5 p.m. Monday through Friday in an office setting. However, longer or different hours may, at times, be necessary.
Where You Can Find Jobs
- 4 Corner Resources
- Career Builder
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