Job Role Description

Call Center > Customer Service Manager

Salary National Average

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53180.0000 67950.0000 88900.0000

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Short Description:

A Customer Service Manager oversees and leads a team of customer service representatives to ensure the delivery of high-quality service and customer satisfaction. Their responsibilities include setting service standards, developing and implementing customer service policies and procedures, and resolving escalated customer issues. Customer Service Managers also analyze performance metrics, provide coaching and training to team members, and collaborate with other departments to enhance overall customer experience. Strong leadership skills, effective communication, and a customer-centric mindset are essential for success in this role, as Customer Service Managers play a key role in shaping and maintaining positive customer relationships.

Duties / Responsibilities:

  • Resolve customer complaints or answer customers' questions regarding policies and procedures.
  • Supervise the work of the office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
  • Provide employees guidance in handling difficult or complex problems or resolving escalated complaints or disputes.
  • Implement corporate or departmental policies, procedures, and service standards with management.
  • Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.
  • Train or instruct employees in job duties or company policies or arrange for training to be provided.
  • Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action.
  • Review records or reports on production, payroll, or shipping to verify details, monitor work activities or evaluate performance.
  • Recruit, interview, and select employees.
  • Interpret and communicate work procedures and company policies to staff.

Skills / Requirements / Qualifications

  • Active Listening: Giving full attention to what other people are saying, taking time to understand the points made, asking questions as appropriate, and not interrupting at inappropriate times.
  • Social Perceptiveness: Being aware of others' reactions and understanding why they react as they do.
  • Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
  • Management of Personnel Resources: Motivating, developing, and directing people as they work, identifying the best people for the job.
  • Speaking: Talking to others to convey information effectively.
  • Persuasion: Persuading others to change their minds or behavior.
  • Service Orientation: Actively looking for ways to help people.
  • Social Perceptiveness: Being aware of others' reactions and understanding why they react as they do.
  • Contact center software: Avaya software; Multi-channel contact center software; Timpani Contact Center; Timpani Email
  • Customer relationship management CRM software: Austin Logistics CallSelect; Avidian Technologies Prophet; SSA Global software; Telemation e-CRM
  • Electronic mail software: Astute Solutions PowerCenter; Microsoft Outlook; Gmail
  • Network conferencing software: Active Data Online WebChat; eStara Softphone; Parature eRealtime; Timpani Chat
  • Spreadsheet software: Microsoft Excel

Job Zones

  • Education: Most occupations in this zone require training in vocational schools, related on-the-job experience, or an associate's degree.
  • Related Experience: Previous work-related skill, knowledge, or experience is required for these occupations. 
  • Job Training: Employees in these occupations usually need one or two years of on-the-job experience and informal training with experienced workers. A recognized apprenticeship program may be associated with these occupations.
  • Job Zone Examples: These occupations usually involve communication and organizational skills to coordinate, supervise, manage, or train others to accomplish goals. Examples include food service managers, electricians, agricultural technicians, legal secretaries, interviewers, and insurance sales agents.
  • Specific Vocational Preparation in years: 1-2 years preparation (6.0 to < 7.0)

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