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Daniels Health · 22 hours ago

Customer Service Manager

Easton, PA

Full-time

Onsite

Senior Level

5+ years exp

Daniels Health is seeking a Customer Service Manager to lead a dynamic team in delivering exceptional service to our healthcare clients. This hands-on leadership role involves championing customer experience, driving process improvements, and collaborating across departments to ensure seamless operations.

Health CareHealth DiagnosticsManufacturingMedical

Responsibilities

Lead & Develop a High-Performing Team: Coach and mentor a cross-functional customer service team, fostering accountability, collaboration, and a customer-first mindset

Own the Customer Experience: Manage all outbound communications, host service review meetings, and ensure every customer interaction reflects our brand’s approachable and professional tone

Drive Process Excellence: Champion system adoption (Salesforce, RouteOptix/Tegos), standardize workflows, and lead root cause analysis to resolve service issues and prevent recurrence

Coordinate Operational Administration: generate driver manifests, collaborate with the transportation team to close out routes, and gather driver feedback on customer site visits

Collaborate Across Departments: Act as a liaison between Customer Service, Operations, Transportation, Account Management, and Finance to align service delivery with operational capabilities

Leverage Data for Impact: Track and report on KPIs—including Net Promoter Score and Salesforce case time-to-close—customer trends, and team performance. Use insights to influence strategy and recommend improvements

Balance Service & Sustainability: Make informed decisions that meet customer expectations while supporting long-term business goals and cost-efficiency

Qualification

SalesforceCustomer service leadershipData-driven decision-makingRoot Cause AnalysisCustomer service metricsProcess improvementAnalytical mindsetCollaboration