Skills & Competencies for Customer Service Manager

Customer Service Manager job profile

Book a Demo and Receive a Sample Job Profile

JOB SUMMARY for Customer Service Manager

Manages a team or unit of customer service representatives and ensures service levels are met or exceeded.

JOB RESPONSIBILITIES for Customer Service Manager

Establishes efficient and balanced workflows that maximize efficiency and produce high levels of service quality and customer satisfaction. Monitors and measures service metrics and utilize to develop standards, improvements, or changes to process. Makes recommendations for changes to products or services based on customer feedback and requests.

Customer Service Manager SALARY RANGE

BASE 50%
$100,486
TOTAL 50%
$108,299
Job Level
M02
Job Code
SM15000027
Education/Degree
Bachelor's Degree
Reports To
Director

Customer Service Manager Skills and Competencies List

Proficiency Levels and Behavioural Indicators
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Customer Service Manager skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
BOOK A DEMO

12 general skills or competencies (Job family competencies) for Customer Service Manager

1 Job Family Competencies – Call Center Management
Proficiency Level -3
Skill definition-Managing and organizing daily call center operations to deliver and surpass high expectations for customer service.
Level 1 Behaviors
(General Familiarity)
Describes the importance of call center management to meet or exceed customer service metrics.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Compiles daily, weekly, monthly staff productivity and call center reports for management review.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Communicates employee needs and issues to meet customer demands and maintain service quality.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Manages the overall call center operations to achieve production and quality objectives.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Creates call center management strategies to achieve and exceed channel objectives.
See 4 More Skill Behaviors
2 Job Family Competencies – Customer Analytics
Proficiency Level -3
Skill definition-Identifying and forecasting customer behavior and insights to increase customer acquisition, retention, and buyer engagement.
Level 1 Behaviors
(General Familiarity)
Describes the importance of customer analytics in driving customer-focused growth plans.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Collects feedback from customers to enhance future analytics processes.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Executes customer analytics to maximize customer count, coverage, and performance.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Facilitates training on the new tools and methodologies used to enhance the customer analytics process.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Champions new engagement tools in customer analytics to forecast and segment customer behavior and insights.
See 4 More Skill Behaviors
3 Customer Service Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Service Manager
Proficiency Level - 4
5 Competency for - Customer Service Manager
Proficiency Level - 5

13 soft skills or competencies (core competencies) for Customer Service Manager

1 Core Competencies – Products And Services
Proficiency Level -4
Skill definition-Knowledge of the full array of our organization's products and services including those that are created for internal customers; insight into the differentiating factors that distinguish them from those of competitors.
Level 1 Behaviors
(General Familiarity)
Collects and summarizes information and marketing materials for R&D purposes.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Discusses the potential profitability of a proposed new product.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Evaluates our business’s P/S costs and prices, and market positioning.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Establishes related procedures for product design, development and delivery time limits.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Describes the planned launch of superior products and services to stakeholders to promote enthusiasm and support.
See 4 More Skill Behaviors
2 Core Competencies – Standard Operating Procedures (SOP)
Proficiency Level -5
Skill definition-A set of written instructions that describes the step-by-step activities to complete tasks in compliance with business standards and industry regulations.
Level 1 Behaviors
(General Familiarity)
Describes the purposes and benefits of Standard Operating Procedures (SOP).
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Compiles and maintains SOPs under our current policies and directions.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Implements the use of SOP throughout our business to drive efficiency.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Enhances the SOP management system to improve efficiency and user experience.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Designs a Standard Operating Procedure (SOP) strategy to align with our business objectives.
See 4 More Skill Behaviors
3 Customer Service Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Service Manager
Proficiency Level - 4
5 Competency for - Customer Service Manager
Proficiency Level - 5

Summary of Customer Service Manager skills and competencies

There are 0 hard skills for Customer Service Manager.
12 general skills for Customer Service Manager, Call Center Management, Customer Analytics, Customer Complaint Resolution, etc.
13 soft skills for Customer Service Manager, Products And Services, Standard Operating Procedures (SOP), Service Excellence, etc.
While the list totals 25 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Customer Service Manager, he or she needs to be skilled in Products And Services, be an expert in Standard Operating Procedures (SOP), and be skilled in Service Excellence.

It's Easy to Get Started

Get the precision you need to assess, hire, and develop top talent with skills and competencies – see how with a personalized demo.