What's involved in the job of a customer service manager?

I've got good people skills and am thinking about management roles in the future. What are the responsibilities of a customer service manager, and what kind of experience should I get in high school to aim for this position?

A customer service manager is typically in charge of overseeing and improving customer service engagement in a company. The specifics of the role can vary significantly depending on the industry and company size, but some general tasks and responsibilities are relatively consistent across the board.

Major responsibilities of a customer service manager include:

- Managing and training the customer service team

- Developing and implementing customer service policies

- Handling complex customer inquiries or complaints escalated from team members

- Analyzing customer feedback and statistics

- Making improvements in customer support processes

- Working closely with other departments to ensure seamless customer experience

- Setting clear team goals and KPIs

As for gaining relevant experience while still in high school, there are various paths you can explore. Since customer service roles are primarily about interacting with different people, any roles that involve considerable interpersonal interactions could be beneficial.

This could include volunteering in roles that involve public interaction, such as community events, charities, or local organizations. Part-time jobs in retail, food service, or any customer-facing roles can also provide valuable experience. Club leadership roles in high school are also a good avenue to illustrate your ability to manage groups and solve problems.

It's also beneficial to focus on developing skills like communication, conflict resolution, empathy, and patience, all of which are crucial to successful customer service. Consider taking relevant courses, like communication, psychology, or business, if offered at your school.

Finally, any experience you can get in a work environment, learning how businesses operate and how they maintain relationships with their customers, will be advantageous. This could come from internships, job shadowing, or a part-time job.