Customer Service Lead

Our client is a healthcare company based in Kalamazoo, Michigan, providing specialized diagnostic and clinical services to a range of organizational clients. This is a working team lead position — not a manager who delegates from a distance. You'll run the customer support department, lead a small team of CSRs, handle escalated client interactions, and serve as the company's go-to Salesforce expert and trainer. The Salesforce piece is front and center: the new hire needs to clean up data quality issues, train the team on consistent practices, and own both Salesforce and the company's LIMS (laboratory information management system) day‑to‑day. Responsibilities Lead, coach, and set performance expectations for a small customer service team Serve as the primary internal Salesforce resource — build reports, manage and archive records, correct data quality issues, and train staff on consistent usage Handle escalated calls and emails from clients within 24 hours Manage customer profiles and onboard new clients into Salesforce and the LIMS Enter customer orders, look up results, and train others on LIMS usage Maintain HIPAA compliance across all customer interactions and data handling Promote additional services to existing customers where appropriate Requirements Meaningful hands‑on Salesforce experience — report building, record management, and training others Prior experience leading or supervising a customer service team Comfortable staying hands‑on in customer support alongside your team Experience handling sensitive or confidential data in a regulated environment Strong communication skills — able to explain systems and processes to non‑technical colleagues Local to Kalamazoo or willing to relocate (fully on‑site role) Bonus: background in healthcare or a compliance‑heavy industry #J-18808-Ljbffr