Customer Service Manager Job Description: Top Duties and Qualifications

A Customer Service Manager, or Customer Care Manager, is responsible for managing the needs of customers and ensuring customer satisfaction. Their duties include supervising the customer service team, overseeing team training, and responding to customer queries or concerns.

 

Build a Job Description

What does a Customer Service Manager do?

A Customer Service Manager is responsible for ensuring maximum customer satisfaction for products and services marketed, sold, or distributed by your company. The primary duties of a Customer Service Manager include the supervision and management of the customer service team, their training, and their understanding of company standards with respect to customer service. A Customer Service Manager is also required to closely monitor and handle customer inquiries and plays a critical role in resolving customer issues and complaints.

 

Build a Job Description

Customer Service Manager Job Description Examples:

 

Example 1

*Black Fox Farm and Distillery* is a premium craft distiller of award-winning gin and whisky produced in an authentic, transparent and sustainable way in Saskatoon, Saskatchewan. Founders, John Cote and Barb Stefanyshyn-Cote use the land, the climate and their agriculture expertise for the sole purpose of creating exceptional Canadian gin and whisky to be appreciated by customers around the world. By being both the farm and a distillery, at Black Fox you can expereince and enjoy the pictures landscape, u-pick flowers, pumpkin patch, working distillery, patio cocktails and concierge inspired tasting experiences. At Black Fox Farm and Distillery you can expect unique spirits and true craftsmanship; an exceptional experience every time! *The Role: * The Retail & Customer Experience Manager is the leader in providing an exceptional and memorable customer experience every time a guest visits Black Fox Farm & Distillery. This role is extremely customer centric and attention to detail in customer service, retail operations and execution is required. You will be part of a passionate team who is committed to growing and improving brand awareness and business sales objectives. The ability to problem solve, coach a team, clearly communicate, constantly evolve will be the key to business growth and success. *As a Retail & Customer Experience Manager; we would love to see: * · You have 3-5 years experience in customer service and/or retail sales. · An entrepreneurial spirit and performance based mind set. · A proven track record for achieving and delivering on strategic and measurable sales/business objectives. · You have experience in performance management and team development. · You have strategically driven a business through proactive planning, innovation, and execution to meet sales objectives. · A highly motivated individual dedicated to building a sucessful team and motivating others to succeed. · You are customer service obsessed with the ability to sell with a passion for quality, authenticity, education and sustainability. · A drive to push performance and thrive in an evolving environment. · You are positive in your attitude and energy plus adapt to everyday changes. · You value continuous improvement as both a people leader and team member through learning, sharing and developing; you are striving for perfection. Job Types: Full-time, Permanent Salary: per year Additional pay: * Bonus pay Benefits: * Dental care * Disability insurance * Extended health care * Life insurance * Paid time off * Vision care Schedule: * 8 hour shift * Weekend availability Education: * Secondary School (preferred) Experience: * retail management: 1 year (preferred) Work remotely: * No

Example 2

As a member of the store’s management team, the Department Manager contributes to success by communicating the business objectives of the Associate Dealer and ensuring that the department team consistently meets performance expectations in terms of customer experience, sales growth, retail execution and profitability. Retail experience is essential in this exciting and challenging position. Responsibilities and Tasks:
  • Promotes and maintains a culture that values excellent customer service through effective training, supervision, coaching and performance management.
  • Coaches team members on how to display appropriate customer service behaviours.
  • Holds team members accountable for providing excellent customers service and recognizes those who excel in it.
  • Maintains quality department presentation, through daily inspections and ensuring all audit performance requirements are met in department.
  • Ensure department is appropriately staffed through effective planning and scheduling according to store budget and customer needs.
  • Establishes departmental sales objectives in accordance with Senior Management goals.
  • Manage daily and weekly activities of the department, seasonal changes and the achievement of the tasks by employee of the department.
  • Ensure quality of store presentation focusing on the 5 basics of retail (customer service, facing, filled, signed and cleaned) through effective staff delegation and direct involvement.
  • Complete a daily walk of all areas of to identify priorities and daily tasks.
  • Ensure department holes are kept within goals, as determined by the Store/General Manager through daily secondary replenishment.
  • Supervise daily department operations so as to meet established productivity goals.
  • Consistently follows up on work and projects on the floor in order to measure progress and address issues immediately, while being visible and available for team members and customers.
  • Prove support to cashiers and customer service representatives for cash pickups, cash closing, warranties and returns.
  • Builds and maintains good rapport with internal and external customers or vendors as required.
  • Communicated and ensure compliance with company, store and departmental policies as well as health and safety programs and regulations.
  • Participates in training and ensure team members training is completed on time as required
  • Addresses issues and conflicts in a timely manner. Position Qualifications:
  • 5 years or more of retail sales experience, execution and operations.
  • Demonstrated supervisory experience.
  • Ability to provide professional customer service and employee support.
  • Ability to lead a team of highly motivated members to achieve common goals.
  • Excellent ability to solve problems and conflicts in a timely manner.
  • Ability to work on a flexible schedule.
  • Strongly focused on customer service. Job Types: Full-time, Permanent Job Types: Full-time, Permanent Salary: $18.00-$20.00 per hour Schedule: * 8 hour shift
  • Example 3

    Are you ready to work in a dynamic property management environment with a focus on enhancing customer experiences? Do you excel at providing exceptional service to tenants and homeowners as well as have a passion for continuously improving customer processes and practices? Del Condominium Rentals (DCRI), part of the Tridel Group of Companies (“Tridel”), is the leading GTA-based property management company providing services and expertise to owners / investors of condominium residences as well as their tenants. At DCRI, we offer peace of mind to homeowners through our reliable rental management solutions including leasing, tenant services, accounting, and maintenance & repair. We pride ourselves on quick problem resolution and maximizing homeowner revenues. Reporting to the Director of Property Management Services, the Manager, Client Services is responsible for setting and enhancing customer experience standards for both tenants and homeowners, ensuring homeowner satisfaction, loyalty andretention levels. This role manages our front line customer service team, oversees the escalation and resolution of customer concerns and works to keep DelRentals at the forefront of our industry in terms of customer service delivery. This is the right role for you if you have:
  • A minimum of 8 years of progressive experience in client services management role, ideally in the real estate or property management industry working with tenants and/or homeowners;
  • Post-secondary degree or certification in a relevant discipline such as Business Administration or Business Management, or equivalent experience;
  • Strong knowledge of regulatory requirements and rules related to Landlord and Tenant Board, including the Residential Tenancies Act, 2006;
  • Experience successfully overseeing and implementing customer experience improvement and retention plans & strategies to ensure customer loyalty;
  • Proven track record of leadership and development of people and teams;
  • Proven ability to develop procedures and policies to ensure the effectiveness of a customer call centre, ensuring high service level standards and reduced response times;
  • Exceptional data analytics and reporting capabilities as well as the ability to identify opportunities to strengthen performance based on the data;
  • Strong communication and conflict resolution skills as well as the ability to work in a fast-paced dynamic environment with multiple stakeholders;
  • Orientation towards teamwork and collaboration and;
  • A strong work ethic, ability to problem solve and high attention to quality. We are looking for an extremely talented client services professional with a strong desire for results and a customer service focused background, who can lead a successful high-performing team in a dynamic, growing environment. If you are ready for a new challenge and a place where you can grow your career, have a direct impact on the business, and work with an awesome team, then we want to hear from you. We offer a competitive base salary based on experience, a comprehensive benefits package, company bonus and flexible work environment. Interested? Please provide us with your resume as well as a cover letter indicating why this is the perfect role for you. Also, while DCRI does offer some work location flexibility to its employees, the company highly values in person collaboration and interaction. As a result, this role is expected to be performed primarily in the office when it is safely possible to do so. We are committed to employment equity and encourage all people, including women, visible minorities, persons with disabilities and persons of aboriginal descent to apply. Upon your request, we provide accommodation for disabilities during the recruitment and selection process. If you request accommodation, HR will reach out to consult with you so that we can tailor our arrangements to suit your needs. In addition, all new employees are advised of our policies for accommodating employees with disabilities The Tridel Group of Companies (“Tridel”) is one of the largest residential Real Estate Groups in Canada. The Group consists of several affiliates focused in diverse areas of real estate including development, sales, construction, property management and other related real estate services. Reference ID: Jan17 Job Types: Full-time, Permanent Salary: per year Additional pay: * Bonus pay Benefits: * Paid time off Schedule: * 8 hour shift * Day shift * Monday to Friday Education: * Bachelor's Degree (required) Experience: * Client Services: 6 years (required) * Tenant regulations: 4 years (preferred) Work remotely: * No
  • Example 4

    *Digital Preschool Customer **Service **Manager* We're seeking a leader with a well-established history in Customer Service Management, that will help the Digital Preschool Division evolve and develop our customer service strategy. As Customer Service Manager, you will play a meaningful role managing, planning, and implementing the future of customer service across our product portfolio. As the Customer Service Manager you will work in collaboration with Strategy, Creative, Marketing, Brand, Technology, and partnering with leaders of all disciplines to improve quality and efficiency. In this role, we will lean on your extensive operational experience to evaluate and redefine what exceptional high-touch care looks like. You have a successful track record of using data and insights to drive and implement to drive efficiency, productivity, and operational improvements that lead to improved customer outcomes. Be a brand ambassadors and expert on our offering and our customers. Your ultimate goal is to build and lead a world class customer service operation that relentlessly focuses on increasing customer loyalty and advocacy through the power of direct customer interactions and cross functional influence. What you'll do: * Help drive strategic vision and customer support services to maintain alignment with Digital Preschool long-range plans. * Create and execute a strategy and plan for a customer service team. * * Be a source of regular feedback from our customers to key stakeholders around the business by working to build and maintain a regular feedback loop on products and services. * Be the last point of contact for escalated customers; work with partner teams to resolve customer complaints and provide updates to important partners. * Translate insights from customers into actionable items that will result in measurable improvements to the overall business. * Use data and analytics to improve existing team processes and drive operational efficiencies on the team. * Work with other internal teams to resolve high-profile customer complaints and other priority issues that might arise during the course of business. * Grow and manage a team of customer service executives and/or external support agencies. * Evaluate current customer support tools and make recommendations based on product needs What you'll bring: * 5+ years management experience, 2+ years of direct supervisor or customer service management. * 4+ years' experience in call center and/or corporate customer service. * Experience with customer service for mobile apps would be ideal. * You are an expert operator. You're super organized, know how to prioritize competing tasks and keep always focused on the most important and impactful work. * You are data-driven and understand the main drivers and indicators of quality customer service. You rely on data to make sound business decisions. Deep appreciation for KPI driven results. * You have mastered the art of customer satisfaction. You know the right on-brand words, tone, tactics and experience engineering tools to use to de-escalate tough situations and provide effortless support * Passionate about customer experience and a proven track record of developing and implementing process improvements. * Exceptional customer relationship skills. * Strong time management and organizational skills. * Superb attention to detail and decision-making skills. * Willing to learn and acquire new skills and adapt performance accordingly. Secret Location is committed to equality of opportunity in all aspects of employment. We are committed to making all employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, or any other legally protected status. If you are contacted for a job opportunity, please advise us of any accommodation needed to ensure you have access to a fair and equitable process. We thank everyone for their interest but only those candidates selected for an interview will be contacted. *Seniority Level* Mid-Senior level *Employment Type* Contractor We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. Job Type: Contract

    Customer Service Manager duties and responsibilities

    Most organizations require their Customer Service Managers to play a key role in ensuring customers are satisfied with the products and services and that any complaints or queries are addressed and resolved promptly. This involves creating a team that is well-trained and skilled in dealing with customer-related issues and taking over problems that are more complicated and require high-level customer support.

    Generally, a Customer Service Manager’s duties and responsibilities may include:

    • Monitoring Customer Service Associates and evaluating their responses and handling of customer queries and concerns
    • Establishing achievable customer satisfaction goals
    • Communicating those goals to the customer service team
    • Ensuring prompt responses from each Customer Service Associate
    • Hiring new Customer Service Associates based on team requirements, standards and corporate direction
    • Ensuring the overall satisfaction and loyalty of all customers

     

    Customer Service Manager skills and qualifications

    The successful Customer Service Manager candidate should have previous job experience in a customer service environment. Managerial training and certifications are an asset, as are a variety of soft skills and personality traits that can be beneficial in successful customer service management. Examples of Customer Service Manager skills include:

    • Ability to train and mentor a customer service team
    • Excellent written and verbal communication skills
    • Effective listening skills, and patience and tolerance when dealing with difficult customers
    • Fast response time
    • Problem-solving and decision-making skills
    • Knowledge about the processes involved in resolving product or service related issues when highlighted by a customer
    • Proficiency with company software

     

    Customer Service Manager experience requirements

    For this role, it is generally expected that the applicant will have at least 10 years of experience in the field of customer service and five years of experience in a managerial position. Previous experience in a related industry is generally considered helpful, but not always essential.

     

    Customer Service Manager education and training requirements

    A Customer Service Manager often must have a bachelor’s degree in either business administration or a related administrative or managerial field. Additional certifications and skills related to customer service management, customer service training, conflict resolution, customer management, and other related areas are assets and can help shortlist candidates who would be suitable for this position.

     

    Customer Service Manager salary expectations

    According to Indeed Salaries, the average salary of a Customer Service Manager is $46,831 per year. Salary may be dependent on the candidate’s level of experience, the location of the position, and the exact hiring practices of the company. 

     

    Job description samples for similar positions

    If a Customer Service Manager is not quite what you’re looking for, here are some other job description samples for similar positions that may fit your needs:

     

    Ready to Hire? Build a Job Description

    Customer Service Manager job description FAQs

     

    What qualities make a good Customer Service Manager?

    Communication skills (both written and verbal), patience, tolerance, conflict resolution, and negotiation skills are all qualities that make a good Customer Service Manager. Also, the ability to listen to what the customer has to say and being empathetic about their concerns and queries can help increase customer satisfaction and loyalty to your company. In addition, a good Customer Service Manager is always prompt at responding to customers. 

     

    Who does a Customer Service Manager work with and report to?

    Customer Service Managers generally report to the Head of Marketing or Human Resources. However, they often work very closely with the entire sales and marketing team so that they understand the products or services that are being offered to the customer as well as any potential issues (either technical or functional) that could arise.

     

    What makes a good Customer Service Manager job description?

    A Customer Service Manager job description should clearly specify the type of tasks the applicant would have to perform, such as supervising Customer Service Agents, training new Customer Service Agents, listening to live customer calls, escalating issues, and other similar duties that would be essential to the role. Different companies have different requirements when it comes to the management of customer needs, so specific requirements must be clearly stated. 

    Job Description Examples

    Need help writing a job description for a specific role? Use these job description examples to create your next great job posting. Or if you’re ready to hire, post your job on Indeed.

    No search results found