A service manager manages the customer service department of a business, including the staff, operations, and finances. Their responsibilities include:
- Customer service: Establishing and maintaining customer service standards, responding to customer inquiries, and resolving customer complaints
- Staff management: Hiring, training, and performing appraisals of service staff
- Service strategies: Developing and implementing strategies to improve service quality and meet customer needs
- Financial management: Reviewing budgets and expenditure plans, and managing service costs
- Vendor relations: Managing vendor relations and escalating issues to the appropriate parties
- Service level agreements: Ensuring that service level agreements (SLAs) are met
- Support processes: Designing support processes to improve service
- Customer relationships: Building and maintaining positive business relationships with customers
- Sales leads: Generating sales leads for the organization
- Promotional materials: Distributing promotional materials