Customer Service Manager Job Description

WHAT DO CUSTOMER SERVICE MANAGERS DO?

If you're a problem solver and a leader, you might has a future as a customer service manager. Customer service managers are in charge of a group of customer service representatives, who work from central call centers, over email or live chat, or face-to-face. As the customer service manager you make sure that your team does its best to meet customer needs by giving helpful tips on a product, making recommendations on how to resolve customer issues, taking orders and facilitating returns, troubleshooting problems and answering complaints.

Customer service managers also interview and hire their team, set ground rules and expectations, follow company guidelines for dealing with customers and resolve problems between coworkers or customers as they arise.

HOW MUCH DO CUSTOMER SERVICE MANAGERS MAKE?

The Bureau of Labor Statistics (BLS) states that in 2010, the median income for a customer service representative was $14.64 an hour, or $30,460 a year. Administrative service managers made $37.45 an hour, or $77,890 a year.

WHAT ARE THE EDUCATION REQUIREMENTS?

Most customer service managers start as customer service representatives and work tehir way up. To get started as a customer service representative you will need at least a high school diploma or equivalent. Most companies offer training, which can last 2-3 weeks or longer. Often, as products change or new features are added, there will be continued education. A bachelor's degree in management or related field will be very helpful.

JOB SKILLS AND REQUIREMENTS

  • Customer Service/Communication Skills: Customer service managers talk, listen and help resolved conflicts with customers. An expert communicator will be able to listen effectively to find the root cause of issues, and communicate clearly and in a friendly way to solve the issue and keep the customer happy. If you are communicating over email or live chat, you will need to be able to write well, with correct grammar.
  • Leadership Skills: Customer service managers will need to motivate the team, work with them to make sure they abide by all company policies and procedures.
  • Patience: Customer service managers might have to deal with confused or irate customers. Having patience will help you stay polite, even in stressful situations.
  • Problem-Solving Skills: You will have to solve customer issues, sometimes without seeing the actual problem first hand. Being able to problem solve with a customer will help your job.



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