Customer Service Manager

5 - 7 years experience  •  Information Services

Salary depends on experience
Posted on 10/05/17
Beaumont, TX
5 - 7 years experience
Information Services
Salary depends on experience
Posted on 10/05/17

Position Summary:

The Customer Service Manager’s role is responsible for establishing efficient and balanced work flows that maximize efficiency and produce high levels of service quality and customer satisfaction.


The Customer Service Manager’s responsibilities include, but are not limited to:

  • Develop and implement customer service policies and procedures
  • Define and communicate customer service standards
  • Oversee the achievement and maintenance of agreed customer service levels and standards
  • Ensure all customer service activities support and strengthen the strategic objectives of the overall organization
  • Direct the daily operations of the customer service team
  • Identify opportunities to add value beyond problem resolution to relevant business areas
  • Plan, prioritize and delegate work tasks to ensure proper functioning of the department
  • Ensure the necessary resources and tools are available for quality customer service delivery
  • Prepare or oversee the preparation of reports and statistics related to the customer service function for upper management
  • Review customer complaints
  • Track customer complaint resolution
  • Handle complex and escalated customer service issues
  • Monitor accuracy of reporting and data base information
  • Analyze customer service related information and evaluate the results to choose the best resolutions and alternatives to customer service challenges
  • Identify and implement strategies to improve quality of service, productivity and profitability
  • Monitor the compliance of Company’s policies and provides ongoing supervision of all related processes and controls
  • Lead strategic planning, budgeting, and best-practice process improvements for the department
  • Motivate employees to ensure optimal performance results are achieved and that a positive, constructive work environment is provided; address staff performance issues as needed


  • 5+ years in customer service or related field
  • Experience working in call center(s) is preferred
  • Bachelor’s Degree in Business Administration or a related field preferred
  • Must have excellent customer service skills and be able to resolve conflict
  • Must have strong communication and organizational skills
  • Excellent verbal and written communication skills
  • Proficiency with Microsoft Office
  • Effective leadership skills to develop and motivate a high performing team
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