Customer Service Manager
About The Position
At Doctor’s Data, we don’t just answer calls—we support critical operations in a clinical laboratory setting where accuracy, responsiveness, and professionalism make a real impact on patient care. We’re looking for a Customer Service Manager who brings energy, leadership, and a strong sense of ownership to the customer experience. This role is highly visible, hands-on, and essential to ensuring every interaction reflects the quality and reliability our clients expect. If you’re someone who leads by example, keeps teams focused and accountable, and takes pride in delivering exceptional service—this is an opportunity to make a meaningful impact.
Requirements
- 3–5+ years of customer service experience, including leadership responsibility
- Strong leadership, coaching, and accountability mindset
- Ability to manage multiple priorities in a fast-paced environment
- Strong problem-solving, communication, and organizational skills
Nice To Haves
- Experience in healthcare, laboratory, or regulated environments preferred
- Experience with CRM/ticketing systems, telephony systems, and LIMS preferred
- Experience with ADP or similar systems preferred
Responsibilities
- Coach, develop, and manage Customer Service Representatives through direct, in-person leadership
- Provide real-time feedback and performance coaching
- Conduct performance reviews and support development planning
- Build and maintain a culture of accountability, responsiveness, and service excellence
- Ensure timely, accurate, and professional handling of all customer inquiries
- Manage escalations and resolve complex issues
- Monitor interactions for quality, consistency, and compliance
- Drive improvements in customer satisfaction and retention
- Oversee daily onsite operations, staffing, and workload distribution
- Maintain and improve SOPs, workflows, and service processes
- Ensure consistent follow-through on problem logs, escalations, and service gaps
- Actively participate in phone coverage and team support
- Align closely with Sales to support client experience and retention
- Provide insight into customer trends, service gaps, and opportunities
- Support onboarding and ongoing client relationship management
- Oversee timecards, attendance, and PTO in ADP
- Ensure accurate payroll inputs and policy compliance
- Enforce attendance and timekeeping standards consistently
- Track KPIs such as response time, resolution time, and customer satisfaction
- Analyze trends and implement process improvements
- Provide regular reporting and actionable insights to leadership
- Maintain strict adherence to HIPAA and PHI handling requirements
- Ensure all communication and data handling is secure and compliant
- Reinforce that patient results are only released to authorized providers
Benefits
- Medical, Dental, Vision, and Life Insurance
- 401(k) with employer match
- Paid Time Off (PTO)
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
