Customer Service Manager

Location: St. Charles, Illinois
Work Arrangement: Full-Time | 100% Onsite (5 days/week)

Make an Impact Where It Matters

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.

What You’ll Do

Lead & Develop the Team

• 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 

Own Customer Experience

• 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 

Drive Operations & Execution

• 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 

Partner with Sales

• 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 

Manage Timekeeping & Accountability

• Oversee timecards, attendance, and PTO in ADP 
• Ensure accurate payroll inputs and policy compliance 
• Enforce attendance and timekeeping standards consistently 

Measure & Improve Performance

• 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 

Ensure Compliance & Data Privacy

• 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 

What You Bring

• 3–5 years of customer service experience, including leadership responsibility 
• Experience in healthcare, laboratory, or regulated environments preferred 
• Strong leadership, coaching, and accountability mindset 
• Ability to manage multiple priorities in a fast-paced environment 
• Experience with CRM/ticketing systems, telephony systems, and LIMS preferred 
• Experience with ADP or similar systems preferred 
• Strong problem-solving, communication, and organizational skills 

Education:
 Bachelor’s degree preferred; equivalent experience will be considered

What Success Looks Like

• Strong service level performance and KPI achievement 
• High-quality, consistent customer interactions 
• Engaged, accountable, and high-performing team 
• Accurate and compliant timekeeping and attendance management 
• Improved customer satisfaction and retention 

Why This Role Matters

This 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 Environment

This 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 Schedule

Monday – Friday | 8:30 AM – 5:00 PM

Benefits

• Medical, Dental, Vision, and Life Insurance 
• 401(k) with employer match 
• Paid 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 burden
• Nutritional deficiencies
• Gastrointestinal function
• Hepatic detoxification
• Metabolic abnormalities
• Diseases of environmental origin

Learn more: https://doctorsdata.com/

Commitment to Inclusion

Doctor’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 Notices

• EEO is the Law
• Supplemental Notice  EEO
• Pay Transparency Notice