As the full-time customer service manager of Kolby’s Books, you’ll oversee our customer service desk and helping customer service representatives deliver exemplary and dependable service. In addition to developing effective customer service solutions, you’ll also look for ways we can improve on our current customer satisfaction strategy. The position also entails training all employees in proper customer service and following up with customer complaints.
Customer Service Manager Job Responsibilities and Duties
Train, discipline, counsel and coach employees on proper customer service delivery methods.
Ensure customer service procedures and policies are properly enforced.
Make recommendations on areas of improvement and potential issues with our current customer satisfaction method.
Prepare yearly budgets, develop corrective actions when necessary and schedule expenditures.
Participate in continuing education opportunities when available.
Offer technical advice and help desk resources.
Assist customers at the help desk when necessary.
Help meet customer service financial goals.
Customer Service Manager Skills and Qualifications
- At least three years of experience providing customer service support
- At least two years of experience as a customer service manager
- Basic comprehension of Spanish
- At least an undergraduate degree in business administration
- Leadership and strategic thinking skills
- Customer service orientation
- Prior experience with customer service databases, software and tools
- Communication and customer-facing skills
While e-books reign supreme in the modern world, Kolby’s Books believes reading is a tactile experience that should be held, flipped, hefted and smelled. Our store first opened in 2004, and since then has become one of the most beloved bookstores in all of Seattle. While we still embrace modern technology and e-readers, we devote most of our energy and focus on paperback and hardback books. Our goal is to create a store that’s steeped in the classic smell of books, aged leather and coffee but also utilizes tablets to ring up transactions, search for books and ship customers books that aren’t available in the store. We hope to provide shoppers with a traditional atmosphere and book shopping experience seasoned with modern conveniences.
What to Include in Your Customer Service Manager Job Description
Just as there are likely to be several factors that make up the perfect customer service manager, there are also several elements to include on your customer service manager job description. You’ll want to start off with an outline of the most important elements that reflect the current and future needs of your company and your customer service department. Examples of items commonly included on job descriptions include:
● Job Title & Summary: Be as descriptive as possible when creating a title. Do you need an assistant customer service manager? Will the manager oversee a single customer service department or several? This specificity is sure to help you tighten your focus when determining how to format the summary for the job that lists the position’s main responsibilities. Whatever you decide, you’ll want to limit the entire section to one to three sentences written in a short and concise manner.
● Main Job Responsibilities: Give applicants a general idea of what they can expect on a day-to-day basis if they decide to join your team. Here you’ll want to be both descriptive and transparent, because doing so goes a long way in forming a trusting relationship. For this part of the job description you’ll want to list five to 10 responsibilities and arrange them in a bullet list.
● Company Profile: Candidates want to know the specific type of customer service your business offers. In order to help them with this aspect of learning more about your company, be sure to include a company profile that touches on your company culture and the type of employees you feel complement that culture.
● Search Engine Optimization: While adding keywords and keyword phrases to your customer service manager job description is a good idea to attract individuals using search engines for job openings, this strategy needs to be a natural one. What this means is you shouldn’t stuff as many keywords or phrases as possible into your description. Doing so can come off as desperate and unprofessional.
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Writing Your Customer Service Manager Dos and Don’ts
As you’re drafting the job description for your new customer service manager, there are a few practices you’ll want to keep in mind to improve your chances of finding the perfect candidate. These practices include:
● DO use bullet lists to make your job description easy to scan and to give it a cleaner appearance on the screen or page.
● DON’T forget to add a call to action at the end of your description to let interested individuals know what to submit if they’re interested in the position. You should also include some type of contact information in case any of them have questions.
● DO mention where your company is location. What’s more is that you should also mention whether you’re open to out-of-state applicants and if you’ll offer travel reimbursement.
● DON’T mention salary or benefits if doing so goes against your current company policy.
● DO make mention of any special skills, experience or education applicants should have. Doing so goes a long way in saving everyone a great deal of time.
● DON’T be vague as to the type of customer service manager you need and what the job entails. While you might be reluctant to do so, be sure to include any aspects of the job past managers didn’t like or took issue with. Applicants should be fully aware of what they’ll be asked to do should they decide to accept positions with your company.
Best Practices for Composing a Job Description
Unfortunately, there might be times where the above customer service manager job description sample doesn’t apply to your specific situation. When such an incident arises, there are a few practices you’ll want to adhere to designed to give you the job description you want and help you find the customer service manager that is sure to keep your customers coming back again and again. Such practices include:
DO remember that bullet lists are great for giving your description a clean look. Readers are more likely to read a job description that’s easy to scan and includes the most essential facets of the job.
DON’T mention anything about the position’s salary or benefits package before you check your current company policy.
DO write a job description that’s as specific as possible as to what the job entails. Failing to do so could start your working relationship on the wrong foot and could possibly lead to the loss of your star customer service manager.
DON’T forget to give a bit of insight into your company culture. While an applicant may have all of the skill and qualifications you seek, he or she may not have a personality that matches the overall “tone” of your business.
DO be sure to include the geographic location of your business and whether you’re open to out-of-state applicants. What’s more is that you might want to mention if you’ll reimburse your new manager for her or his travel and moving expenses.
DO add a call to action that touches on how candidates should submit all necessary materials to be considered for the position and how long they have to submit those materials.