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Customer Service Manager Job Description

A female customer service manager smiling while wearing a headset

Customer Service Managers guide their customer service representatives with the tools and frameworks necessary to ensure efficient and effective operations—with the end goal of giving customers a positive and productive experience.

A female customer service manager smiling while wearing a headset

They should have a solid customer service background, proficiency in customer service technology and the ability to make customers feel genuinely cared for and valued—and lead their team to do the same.

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Customer Service Manager Job Overview

We at [Company Name] are looking for a Customer Service Manager to lead our team of Customer Service Representatives.

As one of the leaders of our customer service operations, your goal is to deliver unparalleled service and lead your team in maintaining relevant technology, standards and quality assurance.

We’re looking for candidates with at least [Number] years of experience in a customer service role, and preference will be given to those with supervisory experience.

Salary: $65,000–$74,000/year

Schedule: Full-time, Monday–Friday, office-based, [morning, afternoon and night] shift

Customer Service Manager Duties & Responsibilities

  • Lead and supervise a team of customer service representatives to ensure effective and efficient operations
  • Develop and implement customer service policies and procedures for the team to follow
  • Foster a customer-centric culture among team members, emphasizing the importance of delivering exceptional service
  • Provide ongoing training and coaching to enhance the skills and performance of customer service representatives
  • Analyze customer service metrics and key performance indicators (KPIs) to identify areas for improvement and implement strategies to enhance overall performance
  • Address escalated customer issues promptly and effectively, seeking resolutions that align with company policies and customer satisfaction goals
  • Collaborate with other departments to resolve customer inquiries and issues, fostering cross-functional communication
  • Stay informed about industry trends and customer service best practices to improve team performance continuously
  • Utilize customer service technology and tools to streamline processes and enhance the overall customer experience
  • Conduct regular performance reviews and provide constructive feedback to team members promptly and respectfully

Customer Service Manager Experience Requirements & Skills

  • Minimum of [Number] years of proven experience in a customer service management or supervisory role
  • Strong background in customer service operations and a clear understanding of customer service principles
  • Exceptional communication and interpersonal skills to have effective and productive interactions with team members and customers
  • Analytical skills to interpret customer service metrics and make data-driven decisions
  • Strong organizational skills to manage multiple tasks effectively and prioritize accordingly
  • Commitment to staying updated on industry trends and incorporating best practices into operations
  • Excellent leadership and team management skills, with a track record of motivating and developing teams
  • Flexibility and adaptability to navigate evolving customer service challenges

Customer Service Manager Education & Qualifications

  • Bachelor’s degree in Information Technology, Business Administration, Marketing, Communications or a related course
  • Certification in Customer Service Management or a related field is a plus

Customer Service Manager Job Description Template — Free Download

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Related: How To Write a Job Description

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