Customer Service Manager Duties and Responsibilities
- Recruit, hire and train new customer service agents
- Generate retention by training agents in value selling
- Research strategies to further improve the customer experience
- Distribute agent and representative work
- Implement production, productivity, quality, and customer-service standards
- Evaluate agent and representative performance
Customer Service Manager Qualifications
- Able to analyze data and statistics and translate results into better solutions
- Excellent customer care and focus; ability to assess customers' needs and provide answers, paths, troubleshooting help, or methods for a positive customer experience
- Able to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner
- Able to multitask, prioritize, and manage time efficiently
- Encouraging to team and staff; able to mentor and lead
- Self-motivated and self-directed
- Comfortable in both a leadership and team-player role
- Creative problem solver who thrives when presented with a challenge
- Focused on customer service
- High school degree or equivalent; Bachelor's degree in business administration, business, or related field preferred
- Previous experience in customer support, client services, sales, or a related field
- Excellent at communicating over the phone and handling phone systems
- Excellent time management and prioritization skills
- Customer-focused for a positive customer experience and resolution