Compensation Data for a Customer Service Manager in Ohio

Compensation data breakouts:

  • Location (example: Cleveland, Akron, Ohio, National)
  • Company Size (number of full-time employees)
  • Industry (industry-specific or all industries)
  • Years of Experience
  • Education

Data included in each report:

  • Base Compensation (Salary or Wage)
  • Total Compensation
  • Bonus
  • Long-term Incentives
  • Job Description
  • Competencies/Skills

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Job Description

Overview

  • Manages by directing and coordinating subordinate customer service staff in connection with any product or service offered.
  • Manages workers who investigate complaints, such as those concerning rates or service.
  • Analyzes reports of findings and recommends response to complaints, considering nature and complexity of complaints, requirements, and actions of subordinates to ensure settlements are made correctly.
  • Studies schedules and estimates time, cost, and labor estimates for services, and/or completion of job assignments.

Typical Functions

  • Develops and implements methods and procedures for monitoring work activities, such as preparation of records of expenditures, progress reports, etc., in order to inform management of current status or work activities.
  • Analyzes department budget to identify budget needs and/or reductions, and may allocate operating budget’s funds.
  • Interprets company policy to employees and enforces company policy and practices.
  • May authorize retention of data and preparation of documents for use during governmental or customer inquiries.
  • May recruit, hire, train staff, evaluate employee performance, and initiate promotions, transfers, and disciplinary action.

Similar Positions

There are several positions that share similar responsibilities to a Customer Service Manager, including:

  • Customer Experience Manager
  • Customer Support Manager
  • Customer Relations Manager
  • Client Services Manager
  • Customer Service Supervisor
  • Client Success Manager
  • Customer Operations Manager
  • Customer Service Team Lead

Experience and Education

A Customer Service Manager typically requires a combination of education, experience, and skills to effectively oversee and manage customer service operations. Most Customer Service Managers have a bachelor’s degree in business administration, management, or a related field, although some may have equivalent work experience. Practical experience in customer service or related roles is essential, preferably in a supervisory or leadership capacity.

Customer Service Managers should possess a strong understanding of customer service principles, best practices, and strategies for delivering exceptional customer experiences. They need expertise in managing customer inquiries, complaints, and escalations, as well as proficiency in handling customer relationship management (CRM) systems and other customer service software.

Excellent communication, problem-solving, and conflict resolution skills are crucial, along with the ability to analyze customer feedback and metrics to identify areas for improvement. Leadership and team management abilities are vital to effectively train and motivate customer service representatives, set performance goals, and drive a customer-centric culture within the organization.

Competencies and Skills

  • Leadership
  • Customer focus
  • Communication
  • Problem-solving
  • Conflict resolution
  • Team management
  • Relationship building
  • Data analysis
  • Collaboration
  • Analytical thinking

FAQ

A Customer Service Manager typically reports to a higher-level manager or director within the organization. The specific reporting structure can vary depending on the company’s size and organizational hierarchy. In some cases, a Customer Service Manager may directly report to a Director of Customer Service or a Customer Experience Manager.

In larger organizations, the reporting line may extend to a Vice President or Chief Customer Officer. The reporting relationship allows for effective communication, collaboration, and alignment of customer service initiatives with broader organizational goals and strategies. The higher-level manager provides guidance, sets performance expectations, and ensures that customer service operations are aligned with the organization’s objectives and overall customer experience vision.

Through frequent polls and surveys, ERC offers a comprehensive collection of recent, reliable data covering workplace practices, employee compensation, benefits, wages, and salaries from local, regional, and national samples.

While “free” compensation data can be found on the web, here’s why you should be cautious:

  • Validity — Often “free” salary data is collected from anyone willing to participate or share information. This means you don’t have a good sense of how big the sample size is, the geography of the data, or the type or size of organizations from which the data is being collected.
  • Recency — ERC’s survey data relies on regular and consistent participation to ensure that the data is recent, while “free” pay data sources may provide data that is many years old.