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Customer Service Manager Job Description Template

Thursday, May 12th, 2022

Customer Service Manager Job Description Template

Are you looking for a new Customer Service Manager to hire? The best and the easiest way to attract and discover relevant candidates is to write a detailed and comprehensive job description template for the title you are searching for. We prepared this FREE Customer Service Manager Job Description Template for you to use, customize, and post on job boards and enjoy the rest of your hiring process with our help!

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What is a Customer Service Manager?

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.

Related Job Titles for Customer Service Manager

The Top Customer Service Manager Skills

Skill

Why it’s important

Communication

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

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.

Problem-Solving

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.

Time Management

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.

Vision

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.

Customer Service Manager Job Description Template (Free) 

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.

Customer Service Manager Duties & Responsibilities:

  • Monitor daily activities in the customer service department
  • Lead, guide, and motivate the team of customer service agents
  • Create, develop, and implement engaging and effective customer service strategies and standards
  • Set and develop customer satisfaction goals
  • Establish customer loyalty programs
  • Analyze statistics and data
  • Document and record all customer service activities, interactions, and conversations
  • Work on improving customer experience by conducting surveys and collecting feedback
  • Manage budgets for the customer service department
  • Communicate with customers via phone calls, e-mail, or face-to-face
  • Answer customers’ questions and provide explanations
  • Respond to and resolve customers’ issues
  • Interview, hire, train, and evaluate new employees

Customer Service Manager Requirements:

  • Bachelor’s degree in business, business administration, or similar field
  • Prior working experience as a Customer Service Manager, or other managerial roles
  • Ability to provide an outstanding customer service support
  • Understanding of various management practices and techniques
  • Great communication and leadership skills
  • Ability to work under pressure
  • Problem-solving
  • Motivation
Joshua F.
Redline Electric & Solar

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Sample Interview Questions For Customer Service Manager

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.

Personal 

  1. Could you tell us more about yourself?
  2. What do you wish to accomplish in the next 5 years?
  3. How would your friends describe you in a few words?

Human Resources

  1. Why are you the most suitable candidate for this position?
  2. How would you describe your management style?
  3. In your opinion, what is the most important skill a Customer Service Manager must have?

Management

  1. How would you rate yourself as a leader?
  2. How do you keep yourself and your team focused and motivated?
  3. What is the first thing you should teach a new customer service representative?

Technical Skills and Knowledge

  1. Tell us about the time when you had to deal with a difficult and challenging customer. How did that end?
  2. How do you approach an extremely dissatisfied customer?
  3. How do you effectively develop a customer loyalty program?


What are the Educational Requirements For a Customer Service Manager?

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.

How Much To Pay a Customer Service Manager When Hiring

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.

Percentile

10%

25%

50% (Median)

75%

90%

Hourly Wage

$11

$19

$25

$30

$37

Annual Wage

$21,500

$40,000

$52,449

$62,500

$76,500

Frequently asked questions about Customer Service Manager


What are the different types of Customer Service Managers?

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.

What are the working hours for Customer Service 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.

Who do Customer Service Managers typically work with?

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.

What is the average salary for Customer Service Managers?

Customer Service Managers typically earn between $21,500 and $87,500 per year.

Similar Job Descriptions as Customer Service Manager