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

by / Apr 14, 2023