The job description of a CRM Manager is to successfully manage customer relations by being a liaison between the company and the customer. The manager monitors customer satisfaction and devises ways for the company to better serve customers.
Position Description
A CRM Manager, or Customer Relations Manager, ensures that representatives who answer phones and handle customers are well-trained, that the phone lines are adequately manned and that customer complaints are resolved.
Essential Duties and Responsibilities of a CRM Manager
- Supervises customer service representatives.
- Ensures that customers receive the quickest service possible.
- Assists representatives in handling disappointed customers.
- Determines a course of action to resolve customer problems.
- Interacts with customers using phone, fax, email, the company website and in person.
- Provides assistance to representatives during extremely busy times.
- Ensures that customer service representatives follow all company policies and procedures when dealing with customers.
- Collects customer payments.
- Issues customer refunds.
- Takes customer complaints to upper management when necessary.
- Interacts with vendors.
- Coordinates employee meetings, parties and continuing education.
- Generates reports for upper management.
- Helps create, update and maintain call script for representatives.
- Maintains database of customers for follow up.
- Ensures a seamless process flow from the customer’s initial order to the delivery of products and services.
- Uses social media to help promote the company’s products and services.
- Reviews customer evaluations in regards to service representatives’ work and looks for areas that need improvement.
- Trains newly hired customer service representatives.
- Trains representatives on new equipment and software.
- Approves employees’ time sheets for payroll.
- Listens to recordings of representatives interacting with customers and uses the recordings to enhance training or offer necessary correction.
- Trains representatives on new product and service offerings as well as special sales and promotions.
- Analyzes the results of direct mail marketing and email campaigns.
- Helps develop new products, services and promotions based on customer preferences.
- Meets deadlines.
- Stays within allocated budgets.
- Participates in the formulation of the company’s strategic plan.
Required Knowledge, Skills and Abilities
- Must have outstanding customer service skills.
- Strong interpersonal and active listening skills.
- Must have good computer skills.
- Must be highly detail oriented and have the ability to effectively multi-task.
- Must have excellent management and leadership skills.
- Extensive knowledge of the products and services offered by the company.
Education and Experience
- Associate’s degree in Business, Management or Public Relations.
- Certificate from an accredited technical school.
- Bachelor’s degree in Business Administration, Business Management, Hospitality, Finance or Computer Science.
- Experience as a customer service representative at a call center or other environment with many customers.
- Certification through the Customer Service Institute of America.
Work Environment
- Time is spent in a private office or shared office space.
- Must be able to travel outside the office to meet with customers.
- Must be able to work long hours including evenings and weekends.
- Must be able to tolerate stressful situations and work under pressure.
Salary
- Salaries at mid-size companies in small cities average from $45,000 to $85,000
- Salaries at large companies in large metropolitan areas range from $90,000 to $150,000.
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