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A Customer Service Executive’s role is to ensure a business’ customers receive outstanding support and all their needs are met. Customer Service Executives oversee the customer support department’s day-to-day functions as well as establish standards and protocols to be used by the customer service team to promote customer satisfaction.
Customer Service Executives supervise Customer Service Representatives and report to a general manager, making them middle-management level officers. The Bureau of Labor Statistics projects a job growth rate of 8 percent through 2024 for Administrative Services Managers. Because of the similar nature of the professions, Customer Service Executives can expect to see a similar job growth in their field, which will result in 23,500 new jobs during this period.
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Customer Service Executive Duties and Responsibilities
A Customer Service Executive has many duties and responsibilities. Although specific positions will dictate a Customer Service Executive’s undertakings, there are several primary responsibilities common to this occupation. A review of current job listings identified the following main tasks and responsibilities.
Establish Customer Support Practices
Customer Service Executives are responsible for creating policies and procedures for their staff. To ensure customers receive excellent and consistent service it is vital that all employees provide the same types of assistance and handle issues in similar manners. The Customer Service Executive must make sure their staff knows the policies and adheres to them at all times.
Hire and Train Employees
The hiring and training of staff usually falls to the judgement of the Customer Service Executive. This may include reviewing applications, conducting interviews, processing new hire paperwork, and providing on the job training or mentoring to new employees. Customer Service Executives will supervise their staff's daily performance, provide employee performance reviews and handle any disciplinary actions necessary.
Customer Service Executives must analyze their service team to establish whether or not all personnel are following the best practices established by the Customer Service Executive. Standardized performance metrics should be established to ensure all employees are judged by the same measurements and criteria. Most Customer Service Executives will have monthly or quarterly metric reviews of their entire staff. Providing consultation and solutions to poor performing staff members is also part of their job.
Ensure Customer Satisfaction
An important part of the Customer Service Executive's job is diffusing situations with dissatisfied customers. When customers are unable to have their needs satisfactorily met by talking with a customer service agent, it is the job of the Customer Service Executive to step in and attempt to appease the customer. Good mediation skills are important to performing this duty.
Customer Service Executive Skills
Core skills: Based on job listings we looked at, employers want Customer Service Executives with these core skills. If you want to work as a Customer Service Executive, focus on the following.
- Proficient in Microsoft Office Suite
- Knowledge of customer service practices
- Experience in mediation and conflict resolution techniques
- Experience supervising others
- Data analysis experience
Advanced skills: While most employers did not require the following skills, multiple job listings included them as preferred. Broaden your career options by adding these skills.
- Experience working in a call center environment
- Knowledge of call center tracking systems
- Bachelor’s degree in a related field
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Customer Service Executive Resources
The internet has some useful sites and resources for those considering a career as a Customer Service Executive. We compiled a list of sites that will inspire, inform and entertain you on your path to becoming a Customer Service Executive.
On the Web
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 Service Executive.
CSIA is the industry's leader in providing customer service professionals with certification and online training opportunities.
Customer Service Executive Books
This is a practical guide for new Customer Service Executives looking for the best ways to support their staff and provide support to their client base. With lots of practical tools and the industry best practices, it is a must have for those new to the field of customer support.
A stepbystep guide to all areas and practices managers of customer service employees need to know to be successful and effective.
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 Customer Service Executives.
NCSA was established to help foster the best standards and experiences for customers and customer service professionals by creating learning opportunities and best practices for those working with customers.
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.