Introduction

Creating a job description to advertise a new vacancy requires research, speaking to managers and more. If you have never created a job posting before you may get lost in the process.

That's why Process Street has created this Customer Service Manager Job Description Template, to help you create your customer service manager job description.

Customer service managers are important in motivating your customer service representative team, ensuring that they give the best customer service.

Customer service managers need to know your service or product inside out to be able to provide advice to your customer service team and customers.

With good customer service management, your interactions with current and potential customers will build strong, lasting relationships. Such relationships help create loyal customers and act to retain these customers.

To provide excellent customer service management, you need to hire the best customer service manager candidates. Use this template, to get the best customer service manager candidates applying!

Before you begin this template, take the time to consider the below skills which make a good customer service manager.

  1. Customer-Centric attitude
  2. Powerful communicator
  3. Empathy to burn
  4. Master of priorities
  5. Motivator

Preparation:

Record details

Record the details of your business that is hiring. Do this by using the form fields below.

Your job title may not be 'customer service manager' word for word. You can alter the job title to suit your unique position.

Gather job information

You will need to find out information regarding the customer service manager job role. You will have to speak to the relevant department/department manager and gather the information you need to post the job. Use the sub-checklist and form fields below to record everything you need.

  • 1
    Location of the job
  • 2
    Salary and benefits included
  • 3
    Examples of projects they will carry out
  • 4
    A summary of the job

Read an example job description

Have a look at the below customer service manager job description example. This will give you a rough idea of what you are aiming to create.

Title: Customer Service Manager
Department: Customer Service
Reporting to: Managing Director


Objectives:


GO 4 Schools is an online, mission-critical system that is transforming the way schools across the
country collect, manage and analyze their information. The Customer Service Manager will be
responsible for managing and developing the growing GO 4 Schools’ Customer Service Department, which currently consists of a technical support team of five plus three customer service representatives.


Key Responsibilities


Customer Satisfaction:

Principally responsible for customer satisfaction with the GO 4 Schools pre- and post-sales
service and support offerings to ensure a smooth initial implementation of the system by
customers and excellent after-sales care.
Development and coordination of the delivery of customer service reviews (‘health checks’) to
support the customer’s use of the service and to improve their efficiency and supportability.

  • Development, monitoring, and reporting on KPIs related to service delivery and customer
    satisfaction.
  • Understand the customer’s business practices/procedures, business drivers and culture.
  • Supporting renewals and upselling through proactive communications regarding the GO 4
    Schools service, support, and strategic product plans.
  • Acts as a trusted advisor to customers through a consultative sales approach to understand their needs, issues, and strategies and to identify opportunities for upselling. 
  • Manage customer escalations and requests to ensure efficient resolution by collaborating with technical support, operations, and software development teams.
  • Ensure compliance with contractual Service Level Agreement (SLA), which covers service
    performance, and responsiveness of technical support.
  • Review service delivery failures and produce incident reports when required.

Contribute to the evolution of the SLA so that customers understand what they will be held accountable for in the customer relationship.


Leadership, management, and business improvement:

  • Overseeing the day-to-day operation of the Customer Service Department.
  • Monitoring and evaluating the performance of the Customer Services Department and
    increasing the effectiveness and efficiency of the department by driving continual process
    improvements to achieve business goals and maximize customer service.
  • Short/mid-term capacity planning for the annual cycle of work, ensuring appropriate levels of resources are available within the teams to sustain excellent levels of service to clients.
  • Understanding strategic business objectives to contribute to long-term planning, with a specific focus on the Customer Service function.
  • Maintain an intimate understanding of the GO 4 Schools service and support capabilities and contribute to its ongoing development in response to customer needs.
  • Ensure continued alignment of the Customer Service Department with the objectives of the company

Staff training and development
Person specification/job skills


Personal attributes

  • Excellent organizational skills
  • Excellent written communication skills
  • Confident communicator
  • High level of accuracy and attention to detail
  • Numerate
  • Good working knowledge of Microsoft packages and CRM systems.
  • Management skills
  • Democratic management style
  • Experience of managing a busy customer service team
  • Experience of training, developing and mentoring new staff
  • Experience of developing and refining processes to improve efficiency and the experience of customers
  • Proven ability to develop, collect and monitor appropriate KPIs to drive improvements in
    customer service and to support resource planning
  • Proven ability to prioritize your own and team workloads to meet customers’ requirements
  • The ideal candidate will also have appropriate professional qualifications.

Customer service skills

  • The successful applicant will have a background in delivering excellent customer service as well as management of a customer service team.
  • Proven ability to develop excellent product knowledge in the software sector
  • Proven ability to build and maintain good customer relationships
  • Exceptional customer service skills
  • Excellent telephone manner: patient, friendly and professional
  • Ability to work diplomatically and empathically with all customers

Writing The Job Description:

Decide the position title

The first thing that catches a candidate's eye when they are job hunting is the job title. This will give them a rough idea of what the customer service manager position responsibilities will include and if they are able to fill it. Make sure that the title includes what the job will be, so in this case; a customer service manager role should include 'customer service manager' in the title.

Use the sub-checklist and form field below

  • 1
    Accurately describe nature of job
  • 2
    Is free of gender or age implications
  • 3
    It is self explanatory for recruitment purposes
  • 4
    It does not exaggerate importance of the role

Jot down responsibilities

The job description should contain a list of the duties and responsibilities associated with the customer service manager role. You can also include how long each task should take. The list of duties and responsibilities will vary in length, but as a rule, should be as short as possible, otherwise, the document becomes an operational manual, not a job description.

Responsibilities of customer service managers vary depending on the size and type of the company. Responsibilities can include the following:

  1. Providing help to the customers using the organization's products or services

  2. Communicating with customers using the telephone, email, letter, and face-to-face

  3. Issuing refunds or compensation to customers

  4. Writing reports analyzing the customer service that your organization provides

  5. Meeting with other managers to discuss possible improvements

  6. Keeping ahead of developments in customer service

  7. Training staff to deliver a high standard of customer service

  8. Analyzing statistics or other data to determine the level of customer service your organization is providing

Required qualifications

Once a candidate clicks on the job description, they will need to know if they are able to qualify academically or with work experience. Jotting down the needed qualifications for the job will ensure the candidate is able to know if they are able to apply for the role.

Highlight hierarchy structure

Reporting lines clarify the responsibilities of the position by showing who the candidate reports to and who reports to them. This is important, not only in relation to compliance issues but also to give the candidate a look into the structure of the organization and how the position they are applying to fits into it.

You can detail how the candidate will fit in your companies hierarchical structure using the long-text form field below.

Include term of employment

The term of employment can be an important piece of information for candidates as they want to know if they will be hired on a short-term basis or long-term basis and if they will need to be looking for another job in the near future. 

Choose salary

Instead of assigning a particular salary to the position, work out a salary range to include in the job description that is competitive with similar positions in other organizations and allows for variations in education and experience. 

The average salary for a customer service manager is $92,161

Posting The Job Description:

Preparing for posting

Once you have the post written you will need to get it prepared for posting. Find out how many candidates minimum you need, when the posting will close and if there is any further important information you need.

More than half of all applicants apply to jobs early in the week.

Job description review

Job Description Review

Job title: {{form.Job_Title_Final}}

Job location: {{form.Job_Location}}

Projects: {{form.Projects_That_Will_be_Carried_Out}}

Job summary: {{form.Give_A_Summary_Of_The_Job}}

Job responsibilities: {{form.Responsibilities_Of_The_Job}}

Required qualifications: {{form.Qualifications_Required}}

Salary: {{form.Salary_And_Benefits}}

You can review your job description and approve if you are happy with it. This is a stop task, meaning you are unable to move forward with the job description template until you are happy with the job description and it has been approved.

  • 1
    Job description approval

Shorter job descriptions receive 8.4% more applicants per view.

Choose where to post your job description

Once your job description has been approved, the next step is to choose where you would like to post this job description. You can make a list for where this job description will be posted using the long text form field provided.

There are some good websites out there to list your job description on. Provided below are  some useful links to help you decide where to post your job description:

  1. Indeed

  2. careerbuilder

  3. dice.com

  4. glassdoor.co.uk

  5. Google For Jobs

  6. idealist

  7. LinkedIn

  8. linkup

  9. Monster

  10. US.jobs

  11. Specialty niche job sites

Post the job description

Finally, the last thing you have to do is post the customer manager job description you have created and wait for those skilled candidates to start applying! 

Check our Human Resources Pre Employment Screening and learn how to screen candidates appropriately.  

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