Career as a Customer Service Manager
One of the most prosperous careers to embark on is a career in Management.Management encompasses a wide-ranging field that typically involvesoversight of one critical area of an organization, including customerservice (JobWeb, 2003). Customer Service Managers carry many of the sameresponsibilities as managers in other areas of an organization, includingmarketing, sales, finance and administration (JobWeb, 2003). Typicallymanagers are middle level, general managers or top level executives in anyorganization. A successful career as a customer service manager will entailCustomer Service Mangers often take on the unique responsibility ofmanaging both internal and external customers. Internal customers may beconsidered employees and other management representatives within anorganization. External customers include anyone an organization interactswith, whether business associates, clients or the general public. Thisposition requires particularly solid communication and negotiation skills.In some situations, the career path to customer service management may alsorequire advanced training and education. The outlook for the future of
CSM's must be able to foster open communication and create an atmosphere"in which timely and high-quality information flows smoothly betweenmanagement and others" (Davis, 17). CSM's mustinteract with a variety of people and clients at all levels; this includesother management personnel, professionals, administrative staff, clerks andevery day citizens (JobWeb, 2003). CSM'smaintain daily schedules and are responsible for monitoring employee's workhours, breaks, leaves and personal vacations. It is important for a CSM, as well asany manager, to demonstrate ability to multi-task. The CSM isnot generally responsible however, for establishing hiring policies; ratherthis role often falls within the scope of responsibilities for a HumanResource Manger. Management typically requires the ability lead and inspire. ACSM should have the ability to prepare and deliver presentations in frontof a group (Davis, 17). A CSM should strive to involve allteam members in problem solving and decision making efforts, so that eachindividual shares responsibility for the overall success of theorganization (Davis, 361). The outlook is expected to remain positive forseveral years. A CSM should also be comfortable communicatingproblems, successes and objectives with subordinate employees as well asexecutive members of management. Specification within a particular fieldmay or may not be necessary dependant on the field in which the manageraspires to work. Such a wide range of tasks requires that a manager have a wellrounded skill set and solid employment history. The CSM will also monitor the progressof the team and communicate the progress a team is making to corporateexecutives. Manymangers hold a bachelor's degree.
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