Customer Service Manager: Job Description & Requirements

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.

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Job Description

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 grow by eight percent for retail sales supervisors and four percent for non-retail sales supervisors between 2010 and 2020 ( Additionally, employment of customer service representatives is projected to grow 15% during the same period. The BLS also notes individuals with retail experience and a college degree will have the best chance of acquiring a management job.

As of May 2012, first-line supervisors of retail sales workers earned a mean annual income of $40,910, while those working in fields other than retail earned an average of $82,320 per year, according to the BLS.

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Source: Bureau of Labor Statistics