A customer relationship manager has many job responsibilities that range from administrative duties to representative coaching. In a typical day, a customer relationship manager can expect to deal with external customers as well as internal customers and she must be ready at all times to change directions in order to meet the needs of employees and customers.
A customer relationship manager has several administrative tasks. For example, she must handle payroll needs such as approving time sheets and working with local resource planning to ensure staffing levels are maintained. This includes scheduling time off and handing issues with absenteeism.Other administrative roles include assisting representatives with processing Family Medical Leave Act (FMLA) or Leave of Absence (LOA) requests.
A customer relationship manager will listen to recordings of an individual representative's customer interactions and score the interaction based upon company criteria. Afterward the manager will "coach" the individual representatives on areas of improvement. Often these observations may lead into the corrective action process and the manager is responsible for administering this process for the representative.
At times, the customer relationship manager needs to speak to customers who wish to escalate past the representative. This gives the manager the ability to "coach in the game" and allow the representative to learn the process from the manager while she is engaged in an actual call.
- Photo Credit customer service image by Mat Hayward from Fotolia.com
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