Customer service managers ensure that quality customer service is provided by employees. They can work in different types of settings and may be responsible for hiring, training, and managing employees. Many customer service managers gain experience through on-the-job training.
Managers who work in customer service may be employed at retail stores, offices, restaurants or call centers. Educational requirements for customer service managers vary by industry, but an applicant should have at least a high school diploma and several years of experience in customer service. Some employers may prefer the completion of an undergraduate degree or certificate.
|Required Education||High school diploma or GED; on-the-job training provided with employment; completion of a certificate or degree may be preferred|
|Other Requirements||Professional experience in customer service|
|Projected Job Growth (2018-2028)*||-2% for first-line supervisors of retail sales workers; -2% for first-line supervisors of non-retail sales workers|
|Mean Salary (2018)*||$39,630 for first-line supervisors of retail sales workers; $73,390 for first-line supervisors of non-retail sales workers|
Sources: *U.S. Bureau of Labor Statistics
Customer service managers may work in call centers, retail stores, restaurants and offices. They're responsible for the hiring, training and managing of employees who work in the customer service department or office. These managers typically collaborate with other members of a company's management team to establish policies and procedures in dealing with clients and customers. Customer service managers handle customer complaints and assists individuals who have questions about the company's billing statements, products or concerns.
The educational background needed to become a customer service manager varies by company and type of business, with the minimum being a high school diploma or the equivalent. Some businesses may provide on-the-job training, while others prefer applicants to have an undergraduate degree in marketing, business or a related field. Many colleges and universities offer certificate programs for aspiring customer service managers. These programs cover topics such as marketing and sales strategies, communication, customer service skills and business skills.
Most employers require between 2-5 years of job experience and prefer individuals with a supervisory background. Equivalent work experience may be considered in lieu of educational prerequisites. Customer service managers are expected to possess excellent communication skills, with bilingual skills an advantage. Basic math and computer skills are needed, along with time management, problem-solving and organizational skills. Depending on the type of industry, heavy lifting may be required.
Career and Economic Outlook
The U.S. Bureau of Labor Statistics (BLS) notes the employment of sales worker supervisors, which includes customer service supervisors, is expected to decrease both for retail sales supervisors and non-retail sales supervisors through 2028 (www.bls.gov). The BLS also notes individuals with retail experience and a college degree will have the best chance of acquiring a management job.
In May 2018, the BLS reported that retail sales supervisor in the 90th percentile or higher earned $69,290 or more per year, while non-retail sales supervisor in the 90th percentile or higher earned $143,690 or more per year
Customer service managers provide hands-on support of an organization's customer service goals. They coordinate employee training, establish policies, and resolve customer complaints. A high school diploma is usually required and an undergraduate degree may be preferred.