Customer Service Careers | Customer Service Manager

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 $50,883

*The salaries depicted here are representative of the range of salaries posted in job listings over the past year. Living wage in North Carolina is $30,000.

National

The average salary in the United States for those pursuing this career is $51,354

*The salaries depicted here are representative of the range of salaries posted in job listings over the past year. Living wage in North Carolina is $30,000.

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:

LocationGrowth
North Carolina533+8.6%
Nationwide15741+3.4%

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.
  • Problem Solving: Problem solving consists of using generic or ad hoc methods, in an orderly manner, for finding solutions to problems.
  • Organizational Skills: Experience with a systematic process of structuring, integrating, co-ordinating task goals, and activities to resources in order to attain objectives.

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.
  • 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.
  • Customer Contact: Experience working with business processes and technologies that are designed to engage customers and facilitate communication by a variety of channels.
  • Budgeting: Experience planning how the financial resources of a business or department are to be allocated during the next business period.
  • Sales: Experience selling products or services to consumers.

Distinguishing Skills

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

  • Inventory Control: Inventory control or stock control can be broadly defined as the activity of checking a shops stock.
  • 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.
  • Account Management: Account management is the management of sales and relationships with particular customers of a company.
  • 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.
  • E-Commerce: E-commerce is a transaction of buying or selling online.

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.

Experience Required%
0 to 2 years35%
3 to 5 years51%
6 to 8 years8%

Many of the programs offered through NC State are designed for working professionals who need additional credentials to enhance existing work experience.

Students who do not have the expected level of experience may wish to look into internship and employment opportunities.

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
  • Customer Relationship Manager
  • Customer Service Manager - N

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