Sample Job Description for Customer Support Services Manager
Job Description Management
A sample job description outlines the essential duties, responsibilities, and requirements of a specific role within an organization. It provides a clear and concise summary of what the job entails, the expectations for the position, the qualifications, and skills and competencies required to perform the job successfully.
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Customer Support Services Manager Job Overview
Customer Support Services Manager Job Description Sample
Manages a team or unit of customer service representatives and ensures service levels are met or exceeded.
JOB LEVEL
M02
EDUCATION/DEGREE
Bachelor's Degree
REPORTS TO
Director
Salary Range
BASE 50%
$103,060
TOTAL 50%
$111,080
Job Responsibilities for Customer Support Services 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.
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View Job Description Templates of Similar Jobs
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|---|---|---|
| 1 | Account Representative | The Account Representative pursues relationships with potential new accounts and seeks business expansion opportunities with current clients. Develops relationships with smaller to mid-sized clients in order to increase revenue. Being an Account Representative may support higher-level account managers working with larger accounts. Has detailed knowledge of products and services being offered and ensures that products and services consistently meet client needs. In addition, Account Representative may visit client locations periodically to ensure client satisfaction and promote ongoing contract renewal. Provides sales quotations and responds to requests for proposals. Typically requires a bachelor's degree. Typically reports to a supervisor or manager. Being an Account Representative work is closely managed. Works on projects/matters of limited complexity in a support role. Working as an Account Representative typically requires 0-2 years of related experience. |
| 2 | Customer Service Manager -E-commerce | The Customer Service Manager -E-Commerce analyzes service activity data and utilize findings to create resources for training and service improvements. Manages a team of customer service representatives that respond to web-based customer inquiries. Being a Customer Service Manager -E-Commerce provides ongoing training focused on the support of E-Commerce customers. Compiles customer feedback and recommend changes to website, products, or services to technical and product teams. In addition, Customer Service Manager -E-Commerce ensures that service standards are established and attained. Requires a bachelor's degree. Typically reports to a head of a unit/department. The Customer Service Manager -E-Commerce manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Extensive knowledge of department processes. Working as a Customer Service Manager -E-Commerce typically requires 5 years experience in the related area as an individual contributor. 1 to 3 years supervisory experience may be required. |
| 3 | Field Service Engineering Manager | The Field Service Engineering Manager plans and oversees installation, troubleshooting, and maintenance of products/equipment to ensure proper function and maximize uptime. Manages field service personnel to provide effective on-site support and technical assistance with various products or equipment. Being a Field Service Engineering Manager handles service contracts and directs support services. Oversees the scheduling and training of field service representatives. In addition, Field Service Engineering Manager develops methods, guidelines, and policies to facilitate efficient service delivery. Reviews service reports to monitor service performance and enhance customer satisfaction. Ensures all customer issues are satisfactorily resolved, utilizing engineering, manufacturing, and other teams as needed. Requires a bachelor's degree. Typically reports to a director. The Field Service Engineering Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Working as a Field Service Engineering Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. |
| 4 | Customer Care Executive | The Customer Care Executive is responsible for the overall satisfaction of customers. Plans and directs all aspects of an organization's customer service policies, objectives, and initiatives. Being a Customer Care Executive typically reports to top management. May require an advanced degree. The Customer Care Executive manages a departmental function within a broader corporate function. Develops major goals to support broad functional objectives. Approves policies developed within various sub-functions and departments. Comprehensive knowledge of the overall departmental function. Working as a Customer Care Executive typically requires 8+ years of managerial experience. |
| 5 | Rental Fleet Maintenance Service Operations Manager | The Rental Fleet Maintenance Service Operations Manager may require a bachelor's degree in a related area. Manages fleet repairs and leading the CRS sales to meet annual business objectives and dealer excellence goals. Being a Rental Fleet Maintenance Service Operations Manager typically reports to a head of a unit/department. The Rental Fleet Maintenance Service Operations Manager supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. Thorough knowledge of functional area under supervision. Working as a Rental Fleet Maintenance Service Operations Manager typically requires 3 years experience in the related area as an individual contributor. |
Customer Support Services Manager Skills & Proficiency Level
| Skills | Proficiency Level |
|---|---|
| Products And Services | Level 4 |
| Standard Operating Procedures (SOP) | Level 5 |
| Service Excellence | Level 3 |
