Manage a team of 30 CSR's who take inbound phone calls to schedule different services. Work on projects to improve routing, call monitoring, GPS, and quality control. Handle all customer feedback. ...
Customer Service Manager Career Profiles
Proficient managers are essential to the customer service industry. If you’re skilled at problem solving, organization, communication, and decision making, this may be the career for you. As the head of a customer services team, your main responsibility will be ensuring that business objectives and customer needs are fulfilled.
Due to so many different types of companies requiring customer service, the daily managerial duties vary. Managers are generally in charge of implementing the company’s policies, arranging meetings, building customer relations, troubleshooting, and recruiting, training, and motivating customer service representatives.
The work environment is based on the individual company as well – banking and insurance companies differ from retail, transport, and IT companies. Most managers have offices, but many spend a substantial amount of time outside the office monitoring customer service agents and resolving customer issues face-to-face with customers.
Customer service managers need at least a bachelor’s degree relevant to the job, and experience in consumer relations is a plus. Although not required, a master’s degree can improve pay and lessen the time it takes to move up in a company. An understanding of CRM software systems and office-based computer applications is also important. Managers often have administrative experience as well.
If you have strong leadership skills and you’re patient, flexible, and tactful, you may find success as a customer service manager. Check out the career profiles below, and get insights from real people about what it’s like to actually work day-to-day in this field. We’ve interviewed qualified customer service managers to find out about their educational backgrounds, career paths, salaries, advice to those entering the field, and more.
I train all new hires, continue to train employees on all the products that the store sells. I ensure the schedule will work for the week. I am in constant contact with the SM and District staff ab...