Customer Service Manager

Posted on December 30, 2019 inCareers

The Customer Service Manager is responsible for planning, organizing, and managing the day-to-day activities of the Customer Service Department, including supervising staff and working to resolve customer service-related issues. This position also develops, implements, and evaluates policies, procedures, and systems to ensure the highest quality of service provided. Supervises, assigns, monitors, and evaluates the work of assigned staff. Performs additional tasks as assigned.

These duties are a general representation of the position; assignments may vary

Supervises staff, including: prioritizing and assigning work, tracking attendance, and approving time-off requests; monitoring and evaluating performance; modeling behavior and providing coaching and training for essential customer service skills necessary; making hiring, termination, and disciplinary decisions and recommendations.

Coordinates the activities of customer service staff including overseeing operations, monitoring call activity and quality; conducting audits; monitoring and enforcing compliance with performance standards, and overall contract requirements.

Develops and establishes consistent guidelines, standards, and procedures to provide policy direction to the Customer Service team in order to address and resolve issues of concern.

Establishes Customer Service metrics, monitors staff performance, identifies area of improvement, and implement solutions.

Assists the Quality Control Coordinator in researching and resolving customer complaints in a timely manner.

Implements, oversees, and maximizes the use of systems and technologies for improved customer service efficiencies and effectiveness.

Monitors staff to ensure confidential information is being handled appropriately and within established rules and regulations.


Essential Knowledge and Skills:

Ability to effectively and efficiently supervise and develop customer service staff.

Strong verbal, written and organizational skills.

Ability to maintain effective working relationships with employees as well as customers.

Extensive knowledge of customer service principles and practices.

Ability to establish and maintain effective working relationships with customers, employees, management and the general public, including those from culturally diverse backgrounds, older adults, individuals with disabilities, and/or other vulnerable populations.

Knowledge of basic call management systems and telecommunications equipment.

Knowledge of quality assurance auditing, investigation, and/or analysis experience required.

Computer skills, including proficiency in MS Office products.



Bachelor’s degree from an accredited college or university with major coursework in Business Administration, Public Relations, Community Relations or a customer service-related field, or an equivalent combination of education and experience.

Three (3) years of increasing professional responsibility in customer service or customer relations; including at least two (2) years of experience supervising staff engaged in customer service, cash handling, and the sale of goods/services.

Public transit and/or operations experience preferred.


The noise level in the work environment is usually moderate.

Works generally indoors in a climate-controlled office setting

Works near other people, but usually have a few feet of space separating them from coworkers.