Customer Service Manager
About the role
At Daniels Health, you'll be part of a mission-driven organization that prioritizes safety, sustainability, and service excellence in healthcare waste management.
Responsibilities
Lead and develop a cross-functional customer service team, fostering accountability and collaboration.
Support employee engagement and retention initiatives.
Oversee outbound communications and host customer meetings.
Ensure service delivery aligns with brand tone and operational efficiency.
Analyze service data to identify trends and root causes.
Drive corrective actions and continuous improvement initiatives.
Champion system adoption (Salesforce, RouteOptix/Tegos) and process standardization.
Collaborate with Operations, Transportation, and Finance to enhance service outcomes.
Monitor KPIs and deliver performance reports.
Make informed decisions balancing customer needs with financial sustainability.
Requirements
Must have 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.
Qualifications
Nice-to-have qualifications include advanced knowledge of data visualization or reporting tools and exposure to cross-functional collaboration in operational environments.
Skills
Leadership and team management skills.
Data analysis and process improvement expertise.
Effective communication and stakeholder management abilities.
System adoption and process standardization.
Cross-functional collaboration and problem-solving skills.
Benefits
Comprehensive benefits package including 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 with full-time, 40 hours per week with long-term career potential.
Job stability as an essential service to healthcare, non-seasonal and recession-proof.
Mission-driven work shaping a safer, more sustainable future in healthcare.
Growth and development opportunities expanding your skills in leadership, data analysis, and cross-functional collaboration within a supportive and evolving organization.
Pay
Details on pay are not specified in the job posting.
Schedule
Details on schedule are not specified in the job posting.