2017 SCALEJob Descriptions

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Job Description Customer Service Manager

Short Description:

Oversee the activities of Customer Service Representatives or sales order processing staff. Develop customer service policies and procedures to ensure consistent customer service and satisfaction. Troubleshoot and resolve non-routine customer complaints. Resolve major problems with orders, delivery dates or service.

Duties/Responsibilities:

  • Resolve customer complaints or answer customers' questions regarding policies and procedures.
  • Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
  • Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
  • Implement corporate or departmental policies, procedures, and service standards in conjunction with management.
  • Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.
  • Train or instruct employees in job duties or company policies or arrange for training to be provided.
  • Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action.
  • Review records or reports pertaining to activities such as production, payroll, or shipping to verify details, monitor work activities, or evaluate performance.
  • Recruit, interview, and select employees.
  • Interpret and communicate work procedures and company policies to staff.

Skills/Requirements/Qualifications

  • Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do.
  • Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Management of Personnel Resources — Motivating, developing, and directing people as they work, identifying the best people for the job.
  • Speaking — Talking to others to convey information effectively.
  • Persuasion — Persuading others to change their minds or behavior.
  • Service Orientation — Actively looking for ways to help people.
  • Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do.
  • Contact center software — Avaya software; Multi-channel contact center software; Timpani Contact Center; Timpani Email
  • Customer relationship management CRM software — Austin Logistics CallSelect; Avidian Technologies Prophet; SSA Global software; Telemation e-CRM
  • Electronic mail software — Astute Solutions PowerCenter; IBM Lotus Notes; Microsoft Outlook
  • Network conferencing software — Active Data Online WebChat; eStara Softphone; Parature eRealtime; Timpani Chat
  • Spreadsheet software — Microsoft Excel

Job Zones

  • Title: Job Zone Three: Medium Preparation Needed
  • Education: Most occupations in this zone require training in vocational schools, related on-the-job experience, or an associate's degree.
  • Related Experience: Previous work-related skill, knowledge, or experience is required for these occupations. For example, an electrician must have completed three or four years of apprenticeship or several years of vocational training, and often must have passed a licensing exam, in order to perform the job.
  • Job Training: Employees in these occupations usually need one or two years of training involving both on-the-job experience and informal training with experienced workers. A recognized apprenticeship program may be associated with these occupations.
  • Job Zone Examples: These occupations usually involve using communication and organizational skills to coordinate, supervise, manage, or train others to accomplish goals. Examples include food service managers, electricians, agricultural technicians, legal secretaries, interviewers, and insurance sales agents.
  • Specific Vocational Preparation in years: (6.0 to < 7.0)

Job Category

Customer Service

Salary National Average

LowMediumHigh
$41910$53670$68620

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