Job Description

A Customer Service Manager is employed in all sorts of fields. Customers may be dealt with in
person, on the phone, or in a virtual manner. Since this is a management position, a group of
customer service agents will be watched over. It is important to ensure that they are complying to
company policies and are providing good customer service. Feedback should be given to these
employees when they are not performing well. When customer service skills are lacking for a
certain topic, a customer service manager may arrange for all of the employees to have extra
training classes, which may be administered by someone else or directly by the manager.

Duties include but are not limited to
• Develops, tracks and reports key performance measurements for the unit.
• Develops and implements process and procedures to improve operational efficiency.
• Oversees cross functional work areas targeted to resolve issues raised by customers.
• Manages the customer service operations, which deals directly with customers and is the first
point of contact.
• Other duties as assigned.

Qualifications

• Bachelors Degree Preferred
• 5 – 7 years of directly related or closely related experience
• 3 – 5 years of Management and/or Supervisory experience