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
Definition of Relationship Manager
A relationship manager is more than a glorified salesman. She's responsible for establishing a relationship, maintaining it and deepening it. A good...
Job Description of a Client Relationship Manager
A client relationship manager, also referred to as an account or sales manager, is a sales professional who oversees one or several...
A Customer Relations Manager Job Description
Customer relations managers are sometimes referred to as account managers and are the liaisons between a business and its customers. They assess...
The Job Description of a Relationship Executive
The primary objective of relationship executive jobs is to develop long-term sustainable business relationships with corporate and business unit executives. They work...
How to Evaluate Performance of Employees in Banks
Evaluating employees involves more than just an assessment of their immediate performance, particularly when it comes to bank employees. These individuals are...
What Are the Duties of a Client Relationship Manager?
The client relationship manager cultivates and builds successful customer relationships in order to generate revenue for her firm. She is assigned a...
Relationship Officer Duties
The quality of relationships a business has with the public, customers, suppliers and investors can have a big impact on its performance....