Customer Service Manager

What you will do

• Lead & Develop Team
• Manage a cross-functional customer service team, fostering accountability and collaboration
• Support employee engagement and retention initiatives
• Customer Experience & Communication
• Oversee outbound communications and host customer meetings
• Ensure service delivery aligns with brand tone and operational efficiency
• Data Analysis & Process Improvement
• Analyze service data to identify trends and root causes
• Drive corrective actions and continuous improvement initiatives
• Systems & Cross-Functional Collaboration
• Champion system adoption (Salesforce, RouteOptix/Tegos) and process standardization
• Collaborate with Operations, Transportation, and Finance to enhance service outcomes
• Reporting & Business Acumen
• Monitor KPIs and deliver performance reports
• Make informed decisions balancing customer needs with financial sustainability

What we are looking for

• Must-Have Qualifications
• 5+ years of experience in Customer Service, including at least 2 years in a leadership role
• Strong analytical skills with a proven ability to make data-driven decisions
• High proficiency in Salesforce and Microsoft Office Suite
• Demonstrated success in leading teams, improving processes, and driving customer satisfaction
• Excellent communication skills, adaptable for both internal and external stakeholders
• Familiarity with Root Cause Analysis and continuous improvement methodologies
• Nice-to-Have Qualifications
• Experience in logistics, waste management, or other regulated service industries
• Advanced knowledge of data visualization or reporting tools
• Exposure to cross-functional collaboration in operational environments

Why work for us

• Job Stability – As an essential service to healthcare, Daniels Health is non-seasonal and recession-proof
• Comprehensive Benefits – Medical, Dental, and Vision Insurance effective on Day One ; Paid Short-Term Disability; Company-sponsored Life Insurance; Voluntary Long-Term Disability and Accident Insurance
• 401K Matching Plan – 50% employer match on up to 6% contribution (up to 3% employer contribution) with a 5-year vesting schedule and no waiting period on the match
• Permanent Position – Full-time, 40 hours per week with long-term career potential
• Mission-Driven Work – Be part of a company that’s making healthcare safer and more sustainable through innovative waste management solutions
• Growth & Development – Opportunities to expand your skills in leadership, data analysis, and cross-functional collaboration within a supportive and evolving organization