Customer Service Manager

The Customer Service Manager is a hands-on working manager responsible for leading and overseeing the daily operations of the Customer Service department while actively supporting customer service activities. This role directly manages a small team (typically 1–2 Customer Service Representatives) and is accountable for service quality, performance, and continuous process improvement.

• Manage, train, coach, and mentor a small customer service team (1–2 employees)
• Set expectations and hold team members accountable for performance and professionalism
• Conduct one-on-ones, team meetings, and performance reviews
• Foster a professional, customer-focused culture

• Actively handle high-volume inbound and outbound calls (approximately 75–100 calls per day as needed) and support patient and retail customer interactions
• Oversee email inbox management
• Coordinate with Finance on invoicing, credits, and account contacts
• Resolve escalated customer issues

• Maintain working knowledge of ERP and internal systems
• Ensure customer account accuracy
• Run reports related to service activity and credits
• Partner with Finance and Operations on reporting and improvements

• Hands-on leadership style
• Strong communication and problem-solving skills
• ERP/CRM experience preferred
• Full-time, 40 hours per week, Monday - Friday, 8:00am - 4:30pm
• Paid time off (plus holidays)
• Healthcare benefits (medical, dental and vision)