Main Responsibilities and Required Skills for Customer Service Manager
A Customer Service Manager is a professional who is responsible for providing and developing customer service procedures, policies and standards. They manage and monitor staff to ensure high levels of customer service. In this blog post we describe the primary responsibilities and the most in-demand hard and soft skills for Customer Service Managers.
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Main Responsibilities of Customer Service Manager
The following list describes the typical responsibilities of a Customer Service Manager:
Adhere to
Adhere to and manage the approved budget.
Adhere to the company procedures for sickness and absence.
Answer
Answer customer inquiries.
Answer product information.
Assist in
Assist Engineering in development and implementation of system upgrades and ECO's.
Assist in managing complaints.
Assist in the development of divisional business plans.
Assist manager in scheduling and managing employees.
Assist team in proactively creating new sales leads and regaining lost customers.
Assist the team with proactive current account selling.
Attend
Attend conciliation and claim inspections.
Attend, contribute and present at sales meetings.
Coach
Coach, mentor, motivate and evaluate the performance of the teams on a regular basis.
Communicate
Communicate internally customer feedback.
Communicate policies, procedures and changes to staff.
Communicate the customer goals and represents the customer interests to the local GGI team.
Communicate to the customer when par levels need to change.
Conduct
Conduct interactive product and service learning sessions in order to build employee capability.
Conduct research on prospective bids and clients.
Contact
Contact case managers and payors with recommendations regarding Plan of Care compliance.
Continue
Continue to refine programs and processes to increase efficiency and engagement.
Contribute to
Contribute to the global strategy for Client Support.
Control
Control store expenses through proper ordering, care for supplies and equipment.
Coordinate
Coordinate organisation team events.
Coordinate the resolution of technical problems identified with a customer's product.
Coordinate, track and manage contracts, bids and quotes.
Create
Create action plans to increase served hours and optimal utilization.
Create and implement monthly reports to help us know how we are doing and where we can improve.
Create an environment that cares for our frontline team members and celebrates the team successes.
Create annual budget, forecasting and review applicable contract management emails if required.
Create annual budget, forecasting and review applicable contract management forms.
Create / improve upon effective customer service procedures, policies and standards.
Design
Design branding, positioning and pricing strategies.
Develop
Develop and implement KPIs.
Develop and maintain customer service training handbook and all customer recovery processes.
Develop and shape in-market processes and structures.
Develop comprehensive training documents for use by internal staff and external contractor network.
Develop good networking with all internal teams & customer teams.
Develop, implement, and maintain plans for employee professional development.
Develop / implement solutions for optimal outcomes.
Develop / implement systematic tracking tools to monitor and record customer and product feedback.
Develop service procedures, policies, and standards.
Direct
Direct and timely resolutions to customer issues and goodwill settlements.
Direct line management responsibilities of the Team Leaders, QA, L& D & Driver Communication Team.
Direct research into causes of customer complaints.
Direct, supervise and manage drivers and assigned routes.
Document
Document and communicate customer needs, exceptions, and resolutions.
Drive
Drive and determination to meet personal, department and company goals and objectives.
Drive a rigorous quality assurance and call listening process within the team.
Drive improvements in customer satisfaction across channels.
Drive operational excellence.
Drive root cause analysis.
Encourage
Encourage and empower staff participation in decision-making and innovation.
Ensure
Ensure adherence to plans for each client served.
Ensure all orders are processed accurately and on time.
Ensure compliance with local, state and federal regulations.
Ensure customer inventory sheet to be current and up to date par levels.
Ensure proper control of all store funds and company assets.
Ensure setting up and the smooth running of orders containing specials, sign and print orders.
Ensure successful results on the operational scorecard for the banking center.
Ensure that you are on time for work.
Ensure the AC Damage reporting process is followed.
Ensure the Code of Conduct is understood and followed.
Ensure the maximization of branch profits.
Establish
Establish customer relationships and follow up with customers, as needed.
Expand
Expand markets and geographical reach.
Facilitate
Facilitate communication to client divisions seeking feedback for customer service issues.
Focus on
Focus on efficiently meeting the needs of our clients across various lines of business.
Forecast
Forecast staffing needs to ensure proper coverage at all times.
Handle
Handle escalated customer issues that cannot be resolved at a coworker level.
Hold
Hold weekly meeting to go over productivity and goals.
Identify
Identify and implement strategies to improve quality of service, productivity and growth.
Identify customer's needs and sales opportunities to help future growth.
Identify gaps in skill, and develop training plans.
Identify opportunities and any recommended improvement strategy.
Identify opportunities to reach new market segments and expand market share.
Identify reoccurring concerns and key issues expressed by members and staff.
Identify trends reported by customers to areas of the business that could be affected.
Initiate
Initiate, track, and monitor ongoing maintenance and support services.
Inspect
Inspect furniture returns and exchanges.
Keep
Keep accurate records and document customer service actions and discussions.
Keep ahead of industry's developments and apply best practices to areas of improvement.
Keep staff informed daily of operational requirements and changes.
Lead
Lead a growing team of Customer Service Executives / Team Leaders.
Lead and / or contribute to local and national projects.
Lead in the development and attainment of all Branch and Call Centre targets.
Lead review of lessons learned to foster a culture for continual improvement.
Lead the sales and styling strategy as it pertains to online customer support.
Lead, train, and manage external support as needed.
Lead with Integrity and Respect.
Learn
Learn quickly, embrace opportunities for new responsibilities.
Leverage
Leverage alternate office locations to drive team efficiency and cost effectiveness.
Liaise with
Liaise with and assist finance to resolve any account / debt issues.
Lift
Lift and maneuver up to 50 lbs. and break down large grocery pallets.
Maintain
Maintain and manages metrics for customer service key areas.
Maintain a professional appearance at all times.
Maintain meeting rooms and other customer facing areas in a tidy and professional state at all times.
Maintain monthly department schedule, ensuring seamless holiday and vacation coverage.
Maintain strong commercial relationship with customers (e.g. respond to major site concerns).
Maintain the retail operating system within accordance of program standards.
Make
Make our customers feel heard and happier after the interaction with you.
Manage
Manage and develop the customer service database with call, order, and / or issue details.
Manage and monitor staff to ensure high levels of customer service.
Manage and refines SalesForce.com CRM database.
Manage annual departmental expenses within approved budget.
Manage a Service team of 6-8.
Manage a team of 15 Customer Service Advisors.
Manage a team of 20 call center reps.
Manage client service schedules to ensure adequate staffing.
Manage customer service on the Front End.
Manage hiring, terminations, and any other HR-related duties onsite.
Manage issues to resolution and completion.
Manage key documents and data platforms (e.g., batch records) and process document revisions.
Manage, lead and inspire a team of customer service representatives who support Canadian customers.
Manage resolution of specific concerns of customers and guarantee their professional handling.
Manage staff and assign duties.
Manage the daily running of the team, including performance reviews and effective resource planning.
Manage the Service Saskatoon Customer Care Centre and all supporting positions.
Meet
Meet established volume activity standards for the position.
Monitor
Monitor competition (acquisitions, pricing changes and new products and features).
Monitor all Branch activities to ensure awareness of operational problems and successes.
Operate
Operate manual and electric pallet jacks.
Orchestrate
Orchestrate and coordinate technical discussions.
Oversee
Oversee and manage customer care coordinator.
Oversee creation of caregiver and field-staff schedules to impact quality related to client care.
Oversee customer relationships and the development of our Customer Service Team.
Oversee forecasting, shipping schedules and manage all customer purchase orders.
Oversee, provide and promote excellence in pro-active and re-active customer contact.
Oversee successful resolution of customer, client, and program team complaints and escalations.
Participate in
Participate as a member of the management team in the strategic and business planning process.
Participate in the quarterly and annual planning of company objectives.
Perform
Perform merchandise credits for customers and invoice adjustment.
Perform other duties as required.
Prepare
Prepare all SC reports that are required to be provided to customer.
Prepare and manage monthly, quarterly and annual budgets for the Marketing department.
Prepare monthly Customer Service Report with respect to communities.
Process
Process and / or project management.
Process as inputs to UGS Customer Service decisions and long-term financial planning.
Process cancellations, refunds, update contact details.
Process orders accurately, efficiently and on-time.
Promote
Promote company products and understand our profile against our competitors.
Provide
Provide feedback of product issues in the field to help improve product design.
Provide guidance and training to junior employees.
Provide leadership for projects and participate in them as needed.
Provide oversight to staff which promotes positive corporate image.
Provide product feedback to product team.
Provide Purchase Order confirmation to the customer and release orders to the site.
Provide recognition of accomplishments and offer coaching when necessary.
Provide training and feedback to current staff.
Provide trend analysis on a weekly, monthly and quarterly basis for overview by company stakeholders.
Pursue
Pursue new business by establishing and maintaining liaison with business and community contacts.
Reconcile
Reconcile and balance all daily paperwork.
Record
Record and resolve all complaints effectively.
Report
Report on audit performance (e.g. Investigate QA audit failures, initiate corrective action).
Resolve
Resolve problems that arise, such as customer complaints and supply shortages.
Resolve escalated issues within the customer service and call center departments.
Respond to
Respond to all store-related Yelp and Google reviews.
Respond to customer inquiries in a pleasant, courteous, professional and well-informed manner.
Respond to customer support enquiries across our email inboxes and live chat.
Respond to tickets raised by the customers.
Review
Review staffing decisions for team to ensure adherence to budget parameters.
Run
Run shifts to accommodate timezones.
Share
Share feedback with retail management and rest of shop staff as appropriate.
Share information with team members.
Supervise
Supervise product complaint resolution process, escalating to management as needed.
Supervise cash handling procedures to ensure money handling is securely managed.
Supervise the performance of all duties and responsibilities of department associates.
Supervise the scanning and filing of company documents.
Support
Support sales goals of the agency or specialist department as communicated.
Support the achievement of budgeted financial and operating results for the Front End.
Support the management and duties of store operations to meet financial and sales goals.
Switch
Switch board management and telephony client software.
Take
Take responsibility for our actions and learn from our mistakes.
Think
Think out of the box in finding and convincing agencies.
Track
Track all customer calls & e-mail information in the customer service database.
Track and monitor absenteeism, overtime etc.
Train
Train and develop Office Assistants and Cashiers.
Train new employees in use of equipment, safety and driving hazards.
Treat
Treat Success as a product at Square, improving and iterating on the customer experience.
Understand
Understand the PMP process.
Utilize
Utilize deep product and industry knowledge while serving as a strong cross-functional leader.
Verify
Verify various company expenses.
Work with
Work actively to review work processes to make procedures more time and cost-effective.
Work with customers to implement the new business model successfully across various location.
Work with functional groups to develop field work packages, for new network builds or upgrades.
Write
Write comprehensive communications for distribution to internal staff, and contractor network.
Most In-demand Hard Skills
The following list describes the most required technical skills of a Customer Service Manager:
Add, Subtract, Multiply, And Divide in all Units of Measure
Common Fractions
Compute Rate, Ratio And Percent
Inscribing Characters
Lift and / or Move up to 18Kg
Provincial Legislation
Management
Sales
Business Administration
MS Office
Supervisory
Customer Service Software
MS Outlook
Most In-demand Soft Skills
The following list describes the most required soft skills of a Customer Service Manager:
Written and oral communication skills
Problem-solving attitude
Interpersonal skills
Organizational capacity
Leadership
Analytical ability
Attention to detail
Team player
Detail-oriented
Multi-task
Self-motivated
Time-management
Customer focused
Flexible
Negotiation
Bilingualism
Collaborative
Initiative
Presentation
Professional maturity
Adaptable to changes
Creative
Positive
Work under pressure
Building relationships
Client-facing
Decision-making
