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Proactive CRM Manager Job Description

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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