A client services manager acts as a liaison between an organization and its customers. This person works to resolve problems and ensure that products are delivered timely and as expected.
|Required Education||Variable; A high school diploma and on-the-job training OR some could pursue bachelor's degrees in customer care management|
|Projected Job Growth||(Customer Service Representatives) 10% from 2014 - 2024*|
|Median Annual Salary (May 2015)||(Customer Service Representatives) $31,720*|
Source: *United States Bureau of Labor Statistics
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Client services managers perform job tasks similar to those performed by customer service representatives. However, as managers, they also supervise other client services representatives. In general, representatives work to ensure client satisfaction with an organization's product or service. They are often the primary point of contact for a client or customer. Their job tasks include directing and controlling the processing and fulfillment of orders, fielding customer inquiries, and resolving customer complaints. They may also streamline business operations, provide product training to customers, discuss technical aspects about a product, and oversee marketing campaigns.
Additionally, they often develop procedures, establish standards, and track shipments to ensure that delivery occurs timely. They may work with logistics, transportation, sales, and other departments for coordination purposes.
There is no specific education or certification required to work as a client services representative. The BLS reports that most customer service representatives have a high school diploma and receive on-the-job training.
Customer service certificate programs are available. These programs typically require 18-24 credit hours of study in subjects like customer service skills, conflict resolution, and creative thinking. They also include instruction in business administration topics, like professional communication, computer literacy, and general management processes. These certificate programs may be attached to associate's degree in business administration.
Bachelor's degrees in customer care management are available. These four-year programs include instruction in business fundamentals such as finance, accounting, and management, as well as topics in customer care.