What does a Customer Service Manager do?

Customer service managers ensure customers are satisfied at all times before, during, and after a visit or transaction. They supervise and manage a customer service team and train staff members to provide high-quality customer service while ensuring that company policies are followed. They also handle inquiries due to customer disputes and issues.

Customer service managers interact with customers daily by taking their questions and responding to them, and guiding them to the appropriate departments, individuals, or services. They are responsible for onboarding new employees and training them according to their expertise and skills, and they create and implement effective customer loyalty programs. Customer service managers need a bachelor's degree in business administration or related fields alongside experience in customer service and as a supervisor.

What responsibilities are common for Customer Service Manager jobs?
  • Ensure the 24/7 execution of all customer service programs and processes.
  • Maintain a neat and organized front end work area.
  • Maintain an efficient and productive front end operation.
  • Establish and implement key strategies for the customer service center.
  • Understand and follow all company standard practice and policies.
  • Attend safety meetings, team meetings, etc., and other forums.
  • Serve as a liaison to other areas of the business.
  • Act as the liaison between management and your team.
  • Lead a team of front-line customer service agents responsible for client handling.
  • Observe and correct all unsafe conditions that could cause associate or customer accidents.
  • Assist with ensuring all compliance to all customer contracts.
  • Achieve business goals while fostering an environment that produces high levels of customer satisfaction and associate morale.
  • Create distribute weekly schedules.
  • Register and cash balancing, change orders, authorizing voided transactions, supplies, over/short research.
  • Provide peer coaching for team following best practices.
  • Manage quality assurance program through CMS, DMS, and order entry metrics.
  • Motivate the team by identifying creative games and prizes as well as providing positive feedback.
  • Provide coaching, feedback and annual performance reviews as well as formal corrective action.
  • Monitor shrink and ensure that inventory and moneys are accounted for. provide coaching for associates to recognize and prevent losses.
What are the typical qualifications for Customer Service Manager jobs?
  • Associate's or Bachelor's Degree in computer science or information technology or equivalent experience.
  • Demonstrated experience in a leadership role guiding others.
  • A critical thinker and problem solver with sound work ethic and time management skills.
  • Prior experience in a consulting position.
  • Lead with a positive attitude and professionalism.
EducationBachelor's Degree
Work/Life Balance
3.4 ★
Total Pay--
Career Opportunity
3.5 ★
Avg. Experience2-4 years

How much does a Customer Service Manager make?

Customer Service Manager Career Path

Learn how to become a Customer Service Manager, what skills and education you need to succeed, and what level of pay to expect at each step on your career path.

L2
Customer Service Manager
$69,199/yr
L3
L2

Average Years of Experience

0 - 1
11%
2 - 4
53%
5 - 7
22%
8+
14%
Not including years spent in education and/or training
See Career Path

Customer Service Manager Insights

Read what Customer Service Manager professionals have to say about their job experiences and view top companies for this career.
HarrodsHarrods
Customer Service Manager
Nov 29, 2020

“Can be superficial and you have to be liked to progress in your career path.”

HungryHungryHungryHungry
Customer Service Manager
May 5, 2022

“Truly believe that this product is the way of the future and we're working towards something great.”

Anthem, Inc.Anthem, Inc.
Customer Service Manager
May 4, 2022

“Can't say you didn't know something because their 5 week training and mentor shadowing is amazing.”

Harris TeeterHarris Teeter
Assistant Customer Service Manager
Sep 21, 2020

“Because it’s grocery good employees are worked to death and lazy employees stuck around and do nothing.”

Devoted HealthDevoted Health
Customer Service Supervisor
Nov 18, 2020

“Competitive wages (I started out in the Guide role and the hourly wage was the best I'd seen in the area)”

Woolworths GroupWoolworths Group
Customer Service Supervisor
Nov 8, 2021

“If you love the people you are working with it is quite an enjoyable role.”

Voo Veterinary GroupVoo Veterinary Group
Customer Service Manager (CSM)
Sep 29, 2021

“I started as a customer care advisor receiving on the job training which was hugely beneficial because it gave me point of reference and understanding.”

TeleperformanceTeleperformance
Customer Service Manager
Dec 7, 2020

“The salary is good and the job can be quite enjoyable”

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Customer Service Manager Interviews

Frequently asked questions about the roles and responsibilities of a Customer Service Manager

The most similar professions to Customer Service Manager are:
  • Customer Care Manager
  • Customer Success Manager
  • Customer Care Representative
  • Customer Service Representative

The most common qualifications to become a Customer Service Manager include a minimum of a Bachelor's Degree and an average of 0 - 1 years of experience not including years spent in education and/or training.

Related Careers

Customer Care Manager
$68,372
Customer Success Manager
$91,035
No skills overlap
Customer Care Representative
$53,378
No skills overlap
Customer Service Representative
$49,627
No skills overlap

Customer Service Manager Jobs