Customer Service Manager Salary

Customer Service Managers in the United States can expect wages of $51K annually on average. Cash earnings for Customer Service Managers — including $10K in bonuses and $8K in profit sharing proceeds near the top of the pay scale — generally stretch from $28K to $76K depending on individual performance. The company is the biggest factor affecting pay for this group, followed by career length and location. Customer Service Managers survey participants are largely women, dominating at 68 percent. Medical benefits are awarded to a strong majority, and the larger part earn dental coverage. Work is enjoyable for Customer Service Managers, who typically claim high levels of job satisfaction. This report is based on answers to PayScale's salary questionnaire.

$34,548 - $75,052
(Median)
$35K
$51K
$75K
MEDIAN: $50,819
10%
50%
90%

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$9.86 - $21.72
(Median)
$9
$15
$22
MEDIAN: $14.00
10%
50%
90%

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National Salary Data (?
XAll compensation data shown are gross, national 10th to 90th percentile ranges. Pay can vary greatly by location. To view local data, take the PayScale survey.
)
$0$26K$52K$78K
Salary
$34,548 - $75,052  
   
Bonus
$0.00 - $9,780  
Profit Sharing
$195.11 - $7,731  
Commission
$248.32 - $19,392  
Total Pay (?
XTotal Pay combines base annual salary or hourly wage, bonuses, profit sharing, tips, commissions, overtime pay and other forms of cash earnings, as applicable for this job. It does not include equity (stock) compensation, cash value of retirement benefits, or the value of other non-cash benefits (e.g. healthcare).
)
$27,967 - $75,706  
Country: United States | Currency: USD | Updated: 1 Apr 2015 | Individuals Reporting: 5,222
National Hourly Rate Data (?
XAll compensation data shown are gross, national 10th to 90th percentile ranges. Pay can vary greatly by location. To view local data, take the PayScale survey.
)
$0$13$26$39
Hourly Rate
$9.86 - $21.72  
   
Overtime
$12.70 - $32.13  
National Annualized Data (?
XAll compensation data shown are gross, national 10th to 90th percentile ranges. Pay can vary greatly by location. To view local data, take the PayScale survey.
)
$0$26K$52K$78K
Bonus
$0.00 - $9,780  
   
Commission
$248.32 - $19,392  
Profit Sharing
$195.11 - $7,731  
Total Pay (?
XTotal Pay combines base annual salary or hourly wage, bonuses, profit sharing, tips, commissions, overtime pay and other forms of cash earnings, as applicable for this job. It does not include equity (stock) compensation, cash value of retirement benefits, or the value of other non-cash benefits (e.g. healthcare).
)
$27,967 - $75,706  
Country: United States | Currency: USD | Updated: 1 Apr 2015 | Individuals Reporting: 1,550

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Job Description for Customer Service Manager

A customer service manager manages the customer service operations, supervising a team of customer service representatives, which deals directly with customers and is the first point of contact. When the customer issue remains unresolved or the problem escalates, then the customer service manager is called upon to intervene. Customer services managers often are responsible for training customer service representatives and evaluating their ongoing performances and activities. A customer service manager develops and implements processes and procedures to improve operational efficiency, and develops, tracks and reports key performance measurements for the unit. Customer service managers must have the skills necessary to analyze statistical data. Often, a customer service manager oversees cross functional work areas targeted to resolve issues raised by customers. Because they frequently communicate with customers via phone, e-mail/letters, or face-to-face, customer service managers must have excellent communication and interpersonal skills. On-the-job training usually is required, and customer service managers typically must work at lower levels of the customer service department prior to promotion to a managerial position. Many companies require possession of a bachelor’s degree, though some only require relevant experience. The work environment can vary, but customer service managers typically work in an office environment, usually in the customer service center of a company. Sometimes, they work behind a counter, with in-person interaction with customers. The job can sometimes be stressful, since customers can be angry or upset with service. Customer service managers must have de-escalation skills that will help them handle irate customers. Additionally, customer service managers must have excellent personnel management abilities that will help in the supervision of lower-level staff.


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


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Many Customer Service Managers move into a Director of Customer Service role, and folks who currently hold that position report a much higher median income of $85K per year. Career advancement for the typical Customer Service Manager often leads to becoming an Operations Manager or an Operations Manager; median salaries in these positions are $10K higher and $11K higher, respectively.

Customer Service Manager Job Listings

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Popular Employer Salaries for Customer Service Manager


Well-known firms with a reputation for hiring numerous Customer Service Managers include Wal-Mart Stores, Inc, Food Lion, Bed Bath & Beyond Inc, Michaels Stores, and American Airlines. Customer Service Managers seeking a sizable paycheck can earn the most at Banana Republic Inc., where the average salary comes to $55K. Other leaders in compensation levels are American Airlines at $54K, Wells Fargo & Co. at $52K, and U.S. Bank, where Customer Service Managers annually earn $48K.

Earnings fall especially short at Michaels Stores, where the median salary of $23K is the lowest in the field, less than half of the top paying company's rate. Wal-Mart Stores, Inc, Walmart.com, and Food Lion are a few other employers known for handing out relatively lightweight salaries ($23K, $28K, and $31K respectively).

Popular Skills for Customer Service Manager


Customer Service Managers seem to wield many skills on the job. Most notably, skills in Customer Service Metrics, Project Management, Operations Management, and Team Leadership are correlated to pay that is above average, with boosts between 7 percent and 17 percent. Skills that seem to negatively impact pay include Training, Windows Operating System General Use, and Microsoft Word. Most people who know Customer Service also know Customer Relations, Customer Relationship Management (CRM), and Problem Solving.

Pay by Experience Level for Customer Service Manager

Median of all compensation (including tips, bonus, and overtime) by years of experience.


Experience and pay tend to be weakly linked for Customer Service Managers — those with more experience do not necessarily bring in higher earnings. Those in the early stages of their career can expect to make around $41K; however, individuals with five to 10 years of experience bring in $47K on average — a distinctly larger sum. The average pay reported by folks with 10 to 20 years of experience is around $53K. Veterans who have surpassed the 20-year mark may make only slightly more than those who are navigating the mid-career stage; the more senior group reports median earnings of around $57K.

Pay Difference by Location


For Customer Service Managers, busy Minneapolis offers a higher-than-average pay rate, 22 percent above the national average. Customer Service Managers can also look forward to large paychecks in cities like San Francisco (+19 percent), Seattle (+12 percent), Atlanta (+11 percent), and New York (+10 percent). Trailing the national average by 8 percent, Orlando is the market with the smallest paychecks. Employers also pay below the national average in Phoenix (7 percent lower) and Austin (1 percent lower).

Customer Service Manager Reviews

What is it like working as a Customer Service Manager?

Customer Service Manager in Del City:
"Making people happy, fixing things."
Pros: Helping people quit smoking. Helping make sure that customers receive the right product and are happy with what they receive.Making someone smile or laugh makes my day brighter.
Cons: Getting upset customers that yell and scream at you. Weather they are the ones that made the mistake when they placed the order or if it was our mistake when it went out the door.

Customer Service Manager in Tyler:
"I Love It."
Pros: I love my customers the most.
Cons: The pay and stress levels.

Related Job Salaries

United States (change)

Experience Affects Customer Service Manager Salaries



National Average
$48,000



Skills That Affect Customer Service Manager Salaries






Leadership
up arrow 3%

Customer Relationship Management (CRM)
up arrow 2%

Customer Relations
0%

Problem Solving
0%

National Average
$48,000

Microsoft Office
up arrow 2%

Microsoft Excel
up arrow 2%

Customer Service
up arrow 3%




Job Satisfaction

Extremely satisfied
Rated 5 out of 5
based on 1450 votes.

Gender

Female
68 %
Male
32 %

Years of Experience

Less than 1 year
1%
1-4 years
24%
5-9 years
26%
10-19 years
32%
20 years or more
17%

Common Health Benefits

medical benefits Medical: 79% dental benefits Dental: 68%
vision benefits Vision: 53% employee benefits None: 18%