Customer Service Manager

Job family
General summary

This is a managerial position responsible for the management of the customer service function. At this level, positions prepare and administer customer services, coordinate multiple resources, and monitor and evaluate customer services for effectiveness and make recommendations to senior managers. Employee supervision includes hire recommendations, training, planning and assigning work, performance assessment, coaching, and progressive discipline. Supervision at this level also requires these employees to have the knowledge and skills to perform and review the work overseen.

Knowledge, skills & abilities

In addition to those identified in the previous levels: Knowledge of principles and practices of effective administration. Ability to manage staff resources.

Typical qualifications

5-7 years of relevant experience and 2-4 years of supervisory experience.  (Substitutions may be allowed.)

Pay grade