Customer Service Manager

Career Area: Customer and Client Support

Occupation Group: Customer Service Managers

Salary

Percentile wages tell how much a certain percentage of an overall population in a geographic area or within a given industry or field makes. The percentile wage estimate is the value of a wage below which a certain percent of workers fall.

An example would be the 25th percentile, 25 percent of workers employed in that occupation earn less and 75 percent earn more than the estimated wage value. At the 75th percentile, 75 percent of workers employed in that occupation earn less and 25 percent earn more than the estimated wage value.

A typical Customer Service Manager earns the following wages (national and state):

State

The average salary in North Carolina for those pursuing this career is $51,749

National

The average salary in the United States for those pursuing this career is $51,630

What Does a Professional in this Career Do?

Manages staff that provide customer service for a company. Assists staff as needed, or deals directly with customers. Implements policies with regard to company products or services. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.

Employment Trends

The job demand and job growth statistics shown here were derived from job posts over the past year. Expected job growth projections are extrapolated from year-over-year job post listing history.

Job demand and job growth is expected at the following rates:

Skills

A professional in this position typically utilizes the following skills in the course of everyday work in this exciting and challenging field:

Baseline Skills

The following are baseline skills every Customer Service Manager is expected to have in order to experience success in this field:

• Communication Skills: The ability to convey information to another effectively and efficiently.
• Microsoft Office: Microsoft Office is an office suite of applications, servers, and services developed by Microsoft.
• Teamwork / Collaboration: Experience working in collaborative efforts with a team to achieve a common goal or to complete a task in the most effective and efficient way.
• Organizational Skills: Experience with a systematic process of structuring, integrating, co-ordinating task goals, and activities to resources in order to attain objectives.
• Problem Solving: Problem solving consists of using generic or ad hoc methods, in an orderly manner, for finding solutions to problems.

Specialized Skills

These skills are specific to working in this career:

• Customer Service: Working experience with the provision of service to customers before, during and after a purchase.
• Customer Contact: Experience working with business processes and technologies that are designed to engage customers and facilitate communication by a variety of channels.
• Scheduling: Working experience making schedules, which are basic time-management tools, consisting of a list of times at which possible tasks, events, or actions are intended to take place withing an organization.
• Budgeting: Experience planning how the financial resources of a business or department are to be allocated during the next business period.
• Staff Management: Working experience with the management of subordinates in an organization.

Distinguishing Skills

Any Customer Service Manager that possesses the following skills will stand out against the competition:

• Operations Management: Operations management is an area of management concerned with designing and controlling the process of production and redesigning business operations in the production of goods or services.
• Sales Goals: Working experience of Sales Goals. Sales goals or targets are a specified amount of sales that a management sets for achieving or exceeding within a specified timeframe. Sales goals are apportioned among different sales units such as salespersons, franchisees, distributors, agents, etc.
• Front Office: The front office or reception is an area where visitors arrive and first encounter a staff at a place of business.
• Customer Experience Improvement: Working experience improving interactions between organizations and customers. This includes ensuring a customer is satisfied with the customer journey, the brand touchpoints of interactions, and the environments the customer experiences.
• Customer Retention: Customer retention refers to the ability of a company or product to retain its customers over some specified period.

Experience

This position typically requires the following level of experience. The numbers presented in the pie charts below were derived from actual job posts over the past year. Not all job postings list experience requirements.

Common Job Titles

It is possible to find work in this field in positions commonly listed as the following job titles:

• Customer Service Manager
• Guest Services Supervisor
• Regional Manager
• Manager, Customer Service
• Customer Relationship Manager

Similar Occupations

If you are interested in exploring similar occupations, you may want to research the following job titles:

• Customer Service Director