ls and deadlines (JobWeb,
             2003). Such a wide range of tasks requires that a manager have a well
             rounded skill set and solid employment history. A Customer Service Manager
             or CSM like any other manager is responsible for defining and fine tuning
             the job scope and responsibilities of other customer service
             representatives within his/her work group and area in the organization. A
             CSM may be responsible for delegating tasks to other employees, removing
             obstacles to objective achievement, and coordinating work efforts of a
             customer service team (Davis, 17). The CSM will also monitor the progress
             of the team and communicate the progress a team is making to corporate
             executives. This may be accomplished through a variety of measures,
             including performance management and goal setting.
             Part of a CSM's responsibilities also include hiring and termination of
             employees for the customer service department (JobWeb, 2003). The CSM is
             not generally responsible however, for establishing hiring policies; rather
             this role often falls within the scope of responsibilities for a Human
             Resource Manger. The CSM will however, work closely with the HR Manager
             and personnel department when interviewing potential new hires and when
             terminating existing employees. Very often the CSM will also interact with
             ...