How to Make Your Next Customer Service Manager Hire

Get data-driven information to help guide you through the hiring process. Then, when you’re ready, post your job to SimplyHired and reach top candidates from all across the web.

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Last updated at 09-16-2020 23:22:24

Overview

Methodology

More than 6,952 companies advertise 33,347 Customer Service Manager jobs on SimplyHired and its partner sites each year. After analyzing job postings and salary information from these companies, as well as direct job seeker feedback, we’ve compiled a list of insights to show you how to attract and hire your next Customer Service Manager most efficiently.

Hiring Process

In the past quarter, we’ve seen 8,854 job posts from 2,522 employers in the United States. This is a increase of 26.8% compared to the previous quarter. On average, there are 125 Customer Service Manager job seekers for every active Customer Service Manager job, which shows that it is an employer's market.

Writing a Job Description

In the past quarter, Customer Service Representative, Administrative Assistant, Receptionist, Call Center Representative, Retail Sales Associate, Customer Service Manager, Front Desk Agent, Warehouse Worker, Delivery Driver, and Sales Representative seem to be the most sought after jobs amongst the Customer Service Manager candidates in the United States. This differs from the last six quarters, where the most popular titles were: Customer Service Representative, Administrative Assistant, Receptionist, Call Center Representative, Customer Service Manager, Retail Sales Associate, Front Desk Agent, Sales Representative, Customer Success Manager, and Warehouse Worker. If you use one of these currently popular titles in the job description, you'll likely be able to attract a lot more candidates to apply.

For the Customer Service Manager candidates who are actively applying to jobs in this same period, we see that 6.6% of the active Customer Service Manager candidates have less than 3 years of experience, 12.7% have between 3-5 years of experience, 26.5% have 6-10 years of experience, and 54.2% have over 10 years of experience. The average years of experience has shifted from an estimated 13.4 years to 12.9 years. If you're posting a job in today's market, expect candidates with about the same experience level to apply to your job compared to the last 2 quarters.

In the previous quarter, the most popular skills that employers are looking for include customer service, communication skills, Microsoft Office, management, leadership, Microsoft Excel, organizational skills, sales, computer skills, and hospitality. Demand for employment & labor law, retail management, organizational skills, leadership, Spanish, sales, writing skills, multilingualism, bilingualism, and English has significantly increased. If you are looking for a Customer Service Manager with a similar skill set, be sure to follow industry best practices in skill requirements.

Job posts with salary information received about 1.8 as many applies as those without it. In the past quarter, less than 22.4% of the job posts displayed salary information. By adding salary information to your job posting, you could potentially increase the number of applicants by approximately 80.0%.

Example Customer Service Manager responsibilities

  • Establish and monitor company standards of employee job performance
  • Analyze and monitor customer service, evaluating how employee performance affects company image and profits
  • Address concerns of employees and customers
  • Prepare reports for the organization on issues such as employee turnover, customer satisfaction, misconduct, or safety training
  • Manage the budget for employee training and development activities

Recruiting

Active Recruiting

When reaching out to candidates, it’s best to understand where to look. We’ve identified hiring trends in states as well as companies regularly hiring for Customer Service Manager positions. This should provide a good place to start looking for qualified candidates. According to our data in the last quarter: California, Texas, North Carolina, Florida, and New York are the states that have the highest demand for Customer Service Managers. California, Texas, Florida, New York, and North Carolina are where most job seekers are searching for Customer Service Manager jobs. If we look at the Customer Service Manager to job ratio, Massachusetts, Vermont, Arizona, Montana, and Alaska have the lowest number of Customer Service Manager applicants per job. Delaware, Rhode Island, Hawaii, Nevada, and Missouri have the most active Customer Service Manager job seekers per job.

Passive Recruiting

While actively recruiting candidates for your role, you should also post your job to SimplyHired. By posting for free and paying only for the qualified applicants you want, your post will automatically go to a network of job boards to reach millions of qualified candidates. With SimplyHired, it doesn’t end with the post. You can track your applicants throughout the hiring process with our simple and easy to use Applicant Tracking System (ATS).

Review Candidates

In the last quarter, we estimate there are 1,085,123 job seekers interested in Customer Service Manager opportunities in the United States. That’s a 35.5% increase compared to the previous quarter with 814,018 active job seekers. Around 6.6% of the active Customer Service Manager candidates have less than 3 years of experience, over 12.7% have between 3-5 years of experience, 26.5% have 6-10 years of experience, and 54.2% have over 10 years of experience. The average experience level of the available Customer Service Manager candidates is 12.9 years. Active candidates in the Customer Service Manager profession most commonly have high school diplomas, followed by bachelor's degrees, associate's degrees, and master's degrees. When setting education requirements for your position, aligning with the industry standard makes it easier to find potential candidates. Application rates indicate that Customer Service Manager candidates are likely experiencing a market in which applicants have less negotiating power. From an employer perspective, you'll have a greater selection of candidates to choose from and may want to invest in automated screening tools.

Interviewing Candidates

Interview Process

*Self-reported data collected from 12,048 Customer Service Managers from 1/1/2020 to 6/30/2020, via online employer reviews for companies including Walmart, Food Lion, Michaels, GVC Group, T.J. Maxx, Hobby Lobby, Kroger Stores, Marshalls, American Airlines, and Five Below.

After analyzing post-interview data from Customer Service Manager candidates in the last 6 months, we see more than 39.1% of the candidates self-reported being hired within 1 to 2 days. Around 83.6% of the candidates for this job reported being hired within 2 weeks. If your process takes longer than 2 weeks in the recent market, you'll likely lose these candidates to other employers. Most of the Customer Service Manager candidates are expecting a on-site interview, phone call/screening, background check, and group interview. Most employers do not require a written test, drug test, or presentation. If you are trying to hire your next Customer Service Manager quickly, consider simplifying and streamlining the hiring process. As for the interview experience, more than 64.7% of the candidates had a good or great interview experience, and more than 41% of the candidates thought that the interview leaned more towards easy.

Example Interview Questions

  • How did you use your knowledge of customer service to resolve a dispute or problem?
  • Tell me about a time when you had difficulty with an employee. How did you handle the situation?
  • Describe a time when you did something out of the ordinary to give exceptional service.
  • Are managers and supervisors treated differently at this company?
  • How would you deal with a customer who was angry with the company and wanted to vent?

Final Review and Offer

Reference Check

Checking references is a quick and easy way to check for any red flags that didn’t arise to this point in the hiring process. Great insights can be provided by former colleagues and employers.

Crafting an Offer: Salary and Benefits

The average Customer Service Manager salary offered by employers increased for 4 out of 6 consecutive quarters in the United States. In the last quarter, we see a increase of 1% from $52,060.21 to $52,428.56 compared to the quarter before, which is on par with the past 6 quarters. For Customer Service Manager positions, the most common benefits job seekers reported being offered by employers include: healthcare insurance by 75.2%, paid time off by 73.1%, dental insurance by 67.5%, vision insurance by 60.0%, a 401k plan by 57.8%, discounts by 44.1%, and stock options/grants by 15.3%. While still relatively rare, more and more employers now offer flexibility benefits, including fully remote, paternity leave, mostly remote, location variety, flexible working hours, somewhat remote, sabbaticals, and maternity leave, to attract and retain Customer Service Manager candidates to their organization.

Background Check and Drug Test

According to self-reported job seeker feedback, 36.1% of the employers conducted a background check, and 17.7% of the employers conducted a drug test prior to the hiring of their Customer Service Manager candidates.

Onboarding

When you’re ready to hire a Customer Service Manager, SimplyHired is here to help with your next steps. Our Human Resources Information System (HRIS) provides onboarding tools and other essential HR tools. From document signing to time off tracking, our HRIS will help you seamlessly move a Customer Service Manager candidate through the hiring and onboarding process.

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