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.
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.
Customer Service Manager Job Responsibilities
Take your recruitment to the next level by perfecting a job description capable of attracting the top talent in customer service management. Just as poor service drives customers away, a poorly written customer service manager job description drives away those top tier candidates with the skills that make a good match for the position, your organization and your corporate culture. There are a number of ways you can improve your job descriptions, but the first way to start is the language you use.
The language and style of writing in a job description make a major difference between run-of-the-mill recruitment postings and standout job advertisements that garner the attention of quality applicants. Replace dull, passive language with sentences that lead with engaging action verbs. Avoid the temptation to write an overly long rundown of every mundane task, and instead use 8-10 bullet points with high-level summaries of duties. With a more streamlined, succinctly written customer service manager job description, you stand a better chance of forging a rapport with potential applicants and inviting those who would truly invest themselves in the role.
Here’s our example of customer service manager job responsibilities:
- Direct daily customer service clerk operations for the retail in-store returns department
- Create weekly team schedules based on forecasted volume and staff availability
- Establish customer service policies, standards and goals
- Evaluate staff performance and provide feedback via scorecards and one-on-one discussions
- Personally manage resolution of escalated customer issues
Customer Service Manager Job Specifications
To further simplify your recruitment process, your customer service manager job description should include a list of job qualifications and skills. In a brief list of 5-6 bullets, cover the key requirements for the job. These requirements act as screening criteria, discouraging unqualified or overqualified jobseekers while giving you an easy checklist to review new applicants against. Using a list of job requirements significantly cuts down on time spent reviewing and rejecting poor quality applicants, freeing you to review your top choices.
Your best resource when building a list of job requirements is your current staff complement. Talk to other customer service managers, customer service specialists and people in HR. Each will provide valuable feedback into the qualities they feel are essential for the role. Select the top five that align with what you specifically seek in a new hire, and integrate them into your customer service manager job description.
Have a look at our sample customer service manager job specifications:
- At least 5 years of experience leading in a customer service setting
- Big box retail experience preferred
- Familiarity with scorecards and 360° feedback principles
- 2-year degree required, higher education preferred
- Extensive knowledge of servant leadership model of team development