• A Service Manager, is responsible for overseeing employees and daily operations within the customer service department.
• Their duties include creating customer service policies to help employees effectively communicate with customers over the phone, hiring and training Customer Service Representatives about company products or services and speaking with customers who have complex questions.

Service Manager duties and responsibilities

Service Managers document interactions with customers in reports for later summary and analysis. They have several other duties and responsibilities outside of this, though, including:

• Providing customers with product information and availability, estimated time of arrival of goods and product recommendations
• Delivering prompt, professional solutions for customer inquires
• Working to meet immediate goals of customer interaction
• Hiring, training and managing customer service staff in best consumer service practices
• Representing the opinions and suggestions of the customers to the company so the company has feedback from its customers
• Suggesting improvements to customer service to higher management and staff
• Implementing improvements to customer service