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A Customer Service Manager is responsible for leading, directing, improving, and motivating the customer service team and the customer service experience in the company. They ensure that customers are satisfied.
Aside from leading the team, the Customer Service Manager role involves communicating with customers via phone, e-mail, or face-to-face regarding the company’s products or services and providing the best and most pleasant experience.
They answer questions, resolve issues, develop and implement customer service strategies, and hire and train new employees.
Why it’s important
Customer Service Managers are expected to be excellent communicators. This skill is essential because they are responsible for leading and coaching their team members, effectively communicating with customers on all levels, conducting meetings, and maintaining relationships with customers and colleagues.
Leadership is another must-have skill for Customer Service Managers. Customer Service Managers are great team leaders and they know how and when to motivate their team. Their helping, encouraging, and trusty attitude toward their team members is a huge element that will positively influence the working atmosphere and environment.
In sometimes inevitable situations where the customer says: “I need to speak to the manager”, that is where this skill has to be demonstrated. The number one goal for Customer Service Managers is customer satisfaction. When a problem occurs, they need to stay calm, professional, and attentive to provide a solution.
Customer Service Managers may handle numerous tasks and duties during the day. They need to learn how to stay organized and divide their tasks according to priority. Prioritizing doesn’t mean focusing on just one thing, but being able to finish every assignment before the working day is over.
Customer Service Managers sometimes need to step up their game, think outside of the box, and take risks for the welfare of the entire company. If there is a vision, there is an innovative approach to customer service that leads to a better customer experience, which is the main goal after all.
Our company is hiring an experienced Customer Service Manager who will monitor our daily operations and lead the team of customer service agents. In this position, your fundamental goal is to maintain great customer satisfaction by solving their problems, creating and implementing engaging and effective customer service strategies and loyalty programs, and working on improving the customer service experience by conducting surveys and collecting and analyzing feedback.
As a Customer Service Manager, you will also interview, hire, train, and evaluate new agents. To excel in this position, our ideal candidate must have great leadership and communication skills in order to manage a team of agents and keep them motivated and eager to work the best they can. Other skills that will come in handy are problem-solving skills, organization, strategic mind, and customer-oriented personality.
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Once you gather up all the received applications, you can use these sample interview questions for Customer Service Manager. These can help you narrow down your options and pick the most suitable candidate for the job.
Technical Skills and Knowledge
Most employers prefer candidates who obtain a Bachelor’s degree in business management, financial services, or similar.
For further experience, candidates may complete an advanced customer service apprenticeship, which will help them develop the necessary skills and mindset for great and successful managers.
Depending on the position, employers may look for candidates who have previous working experience as customer service assistants, team leaders, or in other managerial positions.
Customer Service Managers earn between $21,500 and $76,500 per year. Their median annual salary is around $52,449. Hourly wages range from $11 to $37. The median hourly pay for Customer Service Managers is $25.
Roles and titles vary depending on the type of industry and workplace. The most common types of customer service managers are corporate services managers, customer care managers, customer operations managers, and customer relationship managers.
Working hours may vary depending on the type of organization they work in. Some managers in big companies or offices work from 9 am to 5 pm, while managers who work in call centers or retail stores usually work in shifts, sometimes including evenings and weekends.
Customer Service Managers work with a team of customer service agents and representatives and they oversee their performance and activity.
They also collaborate with managers from other departments to ensure customer satisfaction and resolve problems and issues.
Customer Service Managers typically earn between $21,500 and $87,500 per year.