Client Services Manager Job Description
A Client Services Manager acts as a liaison between a business and its customers. Many work in retail or distribution businesses, but a variety of other industries employ Client Services Managers to provide their customers with reliable and impeccable service. A Client Services Manager works to ensure customers are satisfied, that orders or transactions are correctly processed and to answer questions or resolve customer complaints. Another common title for the Client Services Manager is a Customer Service Manager.
Client Services Managers supervise a staff of client service representatives or sales associates. They work under the direction of a store manager or department supervisor. According to the Bureau of Labor Statistics, Customer Service Representatives are expected to experience a job growth of 10 percent through 2024. This will add an estimated 252,900 jobs during this period.
Client Services Manager Duties and Responsibilities
A Client Services Manager perform varying duties depending on the industry they work in. There are, however, some primary responsibilities most Client Services Managers can expect to perform. A review of job listings identified the following main duties for Client Services Managers.
Provide Customer Service
Client Services Managers are responsible for providing excellent customer service and ensuring their staff does the same. They may be responsible for creating policies and procedures the client services department adheres to, as well as providing appropriate training for employees. Client Services Managers may also provide technical support to customers depending on the type of organization they work for. Dealing with unsatisfied customers and providing conflict resolution services is another common responsibility of the Client Services Manager.
Hire, Train and Manage Staff
Client Services Managers manage a staff of client service employees. They are tasked with supervising employees and ensuring they are meeting the company’s expectations as well as assisting with human resource duties. This may include reviewing applications, conducting interviews, processing new hire paperwork and providing on the job training or mentoring to new employees. They may also conduct performance evaluations, handle disciplinary actions and process payroll for their staff.
Market and Sell Products and Services
An important aspect of the Client Services Manager position is to promote sales and assist with marketing strategies. Developing strong relationships with clients is important to help promote sales of products or services. Client Services Managers will strive to increase profits and client retention by running the department efficiently and successfully. In some industries, the Client Services Manager may also be expected to assist with or even create marketing materials or strategies to attract more clients.
Client Services Manager Skills
Client Services Managers must have good judgement and excellent critical reasoning skills. They should be outstanding communicators and natural leaders. Organization skills and the ability to perform well under pressure are also important. In addition to these traits, employers look for candidates with the following skills.
Core skills: Based on job listings we looked at, employers want Client Services Managers with these core skills. If you want to work as a Client Services Manager, focus on the following.
- Highly proficient in Microsoft Office Suite programs, especially Excel and Word
- Knowledge of conflict resolution techniques
- Management or supervisor experience
- Customer service experience
- Project management experience
- Sales experience
Advanced skills: While most employers did not require the following skills, multiple job listings included them as preferred. Add these to your skillset and broaden your career options.
- Background in marketing or advertising
- Speaking multiple languages
Client Services Manager Resources
There are more helpful and informational resources available on the Web for those interested in becoming a Client Services Manager. Here are some useful links we found.
On the Web
Customer Service Manager – CSM is a free resource and journal for customer service managers and professionals. Filled with resources, industry related articles and news, it is a wonderful resource for the Customer Support Manager.
Customer Service Institute of America – CSIA is the industry’s leader in providing customer service professionals with certification and online training opportunities.
Client Services Manager Books
Customer Service Management Training 101: Quick and Easy Techniques That Get Great Results – A step-by-step guide to all areas and practices managers of customer service employees need to know to be successful and effective.
Award Winning Customer Service – This book is aimed towards busy managers seeking quick solutions to their customer service problems. Filled with scenarios and real life examples, this book is a great reference for Client Services Managers.
Conflict Management for Manager: Resolving Workplace, Client, and Policy Disputes – This text provides managers with techniques and tools to help resolve conflicts that may arise. This comprehensive book equips readers with practical advice and strategies that really work.
National Customer Service Association – NCSA offers customer service professionals a wealth of resources and professional development opportunities. Members enjoy access to industry journals, job posting sites and discounts on education and training programs.
Customer Experience Professionals Association – Founded in 2011, CPXA is a nonprofit organization aimed at getting peers together to share ideas and tips on being successful in the customer experience industry.
International Customer Service Association – ICSA was established in 1981 and has been providing customer service professionals with superb education and training programs since.
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