Customer Service Manager

Customer Service ManagerLocation: St. Charles, Illinois Work Arrangement: Full-Time | 100% Onsite (5 days/week)Make an Impact Where It MattersAt Doctor's Data, 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.What You'll DoLead & Develop the TeamCoach, develop, and manage Customer Service Representatives through direct, in-person leadershipProvide real-time feedback and performance coachingConduct performance reviews and support development planningBuild and maintain a culture of accountability, responsiveness, and service excellenceOwn Customer ExperienceEnsure timely, accurate, and professional handling of all customer inquiriesManage escalations and resolve complex issuesMonitor interactions for quality, consistency, and complianceDrive improvements in customer satisfaction and retentionDrive Operations & ExecutionOversee daily onsite operations, staffing, and workload distributionMaintain and improve SOPs, workflows, and service processesEnsure consistent follow-through on problem logs, escalations, and service gapsActively participate in phone coverage and team supportPartner with SalesAlign closely with Sales to support client experience and retentionProvide insight into customer trends, service gaps, and opportunitiesSupport onboarding and ongoing client relationship managementManage Timekeeping & AccountabilityOversee timecards, attendance, and PTO in ADPEnsure accurate payroll inputs and policy complianceEnforce attendance and timekeeping standards consistentlyMeasure & Improve PerformanceTrack KPIs such as response time, resolution time, and customer satisfactionAnalyze trends and implement process improvementsProvide regular reporting and actionable insights to leadershipEnsure Compliance & Data PrivacyMaintain strict adherence to HIPAA and PHI handling requirementsEnsure all communication and data handling is secure and compliantReinforce that patient results are only released to authorized providersWhat You Bring3–5+ years of customer service experience, including leadership responsibilityExperience in healthcare, laboratory, or regulated environments preferredStrong leadership, coaching, and accountability mindsetAbility to manage multiple priorities in a fast-paced environmentExperience with CRM/ticketing systems, telephony systems, and LIMS preferredExperience with ADP or similar systems preferredStrong problem-solving, communication, and organizational skillsEducation: Bachelor's degree preferred; equivalent experience will be consideredWhat Success Looks LikeStrong service level performance and KPI achievementHigh-quality, consistent customer interactionsEngaged, accountable, and high-performing teamAccurate and compliant timekeeping and attendance managementImproved customer satisfaction and retentionWhy This Role MattersThis role is the operational backbone of the customer experience. You're not just managing a team—you're ensuring that every interaction reflects the quality, professionalism, and reliability our clients depend on.Work EnvironmentThis is a fully onsite role in St. Charles, Illinois, where in-person leadership and collaboration are key to success. You'll work in a fast-paced clinical laboratory environment where responsiveness, accuracy, and teamwork directly support patient care.This role blends focused, desk-based work with active, hands-on engagement—coaching your team, solving problems in real time, and keeping operations running smoothly.We value a culture of professionalism, accountability, and continuous improvement, where leaders are present, engaged, and make a visible impact every day.Work ScheduleMonday – Friday | 8:30 AM – 5:00 PMBenefitsMedical, Dental, Vision, and Life Insurance401(k) with employer matchPaid Time Off (PTO)About Doctor's Data, Inc.Doctor's Data, Inc. is a premier international clinical laboratory specializing in integrative medicine, with over 50 years of experience providing specialty testing to healthcare practitioners worldwide.Our testing supports the assessment, detection, prevention, and treatment of:Heavy metal burdenNutritional deficienciesGastrointestinal functionHepatic detoxificationMetabolic abnormalitiesDiseases of environmental originCommitment to InclusionDoctor's Data is proud to be an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.Important NoticesEEO is the LawSupplemental Notice EEOPay Transparency Notice