Customer Service Manager Salary
The national average salary for Customer Service Managers is $53K per year; U.S. Postal Service (USPS) pays the most in this field, though, offering a median salary of $73K. Other big spenders include American Airlines, Banana Republic Inc., and U.S. Bank, top-paying firms where Customer Service Managers see paychecks nearing $58K, $55K, or $48K. This overview is based on answers to PayScale's salary questionnaire.
Job Description for Customer Service Manager
A customer service manager is employed in all sorts of fields. Customers may be dealt with in person, on the phone, or in a virtual manner. Since this is a management position, a group of customer service agents will be watched over. It is important to ensure that they are complying to company policies and are providing good customer service. Feedback should be given to these employees when they are not performing well. When customer service skills are lacking for a certain topic, a customer service manager may arrange for all of the employees to have extra training classes, which may be administered by someone else or directly by the manager.Read More...
Sometimes, customer service managers may have to deal with customers who are dissatisfied with the service they have received. The manager should do his or her best to make amends to the customer. Sometimes, commission is offered, based on the work of the agents being supervised. So it is important to make sure that they are performing well at all times.
Since this is a higher-up position, it is important to have knowledge about the field where customer service is being provided. Many years of experience in the relevant field may have to be shown. Prior experience as a manager will also be useful. A customer service manager may be busy throughout the full shift, so it is important to be able to stand up to pressure. There are no general requirements for education, though sometimes an associate’s or bachelor’s degree will be needed.
Customer Service Manager Tasks
- Develops, tracks and reports key performance measurements for the unit.
- Develops and implements process and procedures to improve operational efficiency.
- Oversees cross functional work areas targeted to resolve issues raised by customers.
- Manages the customer service operations, which deals directly with customers and is the first point of contact.
Common Career Paths for Customer Service Manager
Customer Service Managers' salaries may rise greatly for those who assume a higher-end position such as a Director of Customer Service. The average Director of Customer Service brings home $86K per year. More often than not, an Operations Manager role is the next step for Customer Service Managers moving up in the field. Operations Managers usually make $59K per year. Many other Customer Service Managers choose to take on an Office Manager role, where salaries are typically $38K.
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Popular Skills for Customer Service Manager
Customer Service Managers report using a deep pool of skills on the job. Most notably, skills in Customer Service Metrics, Project Management, Call center operations, and Operations Management are correlated to pay that is above average, with boosts between 8 percent and 14 percent. Skills that seem to negatively impact pay include Sales, Training, and Problem Solving. Those proficient in Customer Service are, more often than not, also skilled in Problem Solving, Customer Relations, and Customer Relationship Management (CRM).
Pay by Experience Level for Customer Service Manager
Median of all compensation (including tips, bonus, and overtime) by years of experience.
For many Customer Service Managers, extensive experience does not lead to significantly more money. Survey participants with less than five years' experience pocket $40K on average, but those with five to 10 years of experience enjoy a much bigger median of $48K. The average pay reported by folks with 10 to 20 years of experience is around $54K. More than 20 years of experience mean a somewhat bigger median paycheck of $59K, but it's not much more than what less experienced people make.
Pay Difference by Location
With a pay rate for Customer Service Managers that is 30 percent greater than the national average, Houston offers a comfortable salary for those in this profession. Customer Service Managers will also find cushy salaries in Seattle (+16 percent), Salt Lake City (+15 percent), Atlanta (+14 percent), and San Francisco (+14 percent). The lowest-paying market is Orlando, which sits 4 percent below the national average.
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