Customer Service Lead

Daniels Health; Reno (NV); On-site; USD 59,873 - 65,287; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Day One Benefits

401K Matching

Permanent Full-Time

Job summary

Daniels Health is seeking a Customer Service Lead to support our Salt Lake City facility and strengthen our leadership capacity by refining processes and improving reporting to enhance the customer experience. The role is on-site and involves mentoring colleagues, owning customer issue resolution, coordinating with production and logistics, and creating metrics that inform senior leadership.

You will work with Salesforce and ERP systems, align with cross-functional teams, and contribute to

Qualifications

• Minimum 2 years of customer service experience in manufacturing, transport, retail, or hospitality.
• Strong relationship-building and leadership presence.
• Proven ability to lead and coach a team across departments.
• Experience with Salesforce and ERP systems.
• Excellent written and verbal communication with attention to detail.
• Willingness to work weekends/holidays as needed.
• Reliable commute to Salt Lake City plant.

Responsibilities

• Provide phone and email support to clinical and administrative customers, addressing questions, resolving issues, and managing scheduling or stock updates.
• Delegate tasks and projects to team members with clear follow-up, accountability, and reporting.
• Log, investigate, and resolve customer requests and complaints in Salesforce with documentation and timely escalation.
• Maintain and update filing systems, inventory records, and database information.
• Partner with production and transport teams to support efficient deliveries, including creating manifests and managing stock.
• Coordinate account changes across departments (billing, sales, logistics) and create reports for leadership on KPIs and issue resolution.
• Identify opportunities to improve administrative processes and mentor colleagues to enhance efficiency and quality.

Skills

Customer service leadership

Team leadership

Microsoft Office

Communication

Tools

Salesforce

ERP systems

Job description

To support our growing customer base and strengthen our customer service leadership capacity, we are looking for a Customer Service Lead to join our team. This role will be pivotal in supporting our new Salt Lake City facility and broader leadership team to refine improved business processes, strengthen reporting and drive initiatives that will enhance our customers’ experience with us, as well as taking ownership of customer issue resolution and mentoring and developing colleagues in their skills and responsibilities.

This is a fully on site position based out of our Salt Lake City facility.

What you will do

• Provide phone and email support to clinical and administrative customers, addressing questions, resolving issues, and managing scheduling or stock updates.
• Delegate tasks and projects to team members with clear follow-up, accountability, and reporting.
• Log, investigate, and resolve customer requests and complaints in Salesforce with accurate documentation and timely escalation.
• Maintain and update filing systems, inventory records, and database information.
• Partner with production and transport teams to support efficient deliveries, including creating manifests, preparing production documents, managing stock, printing waste transfer forms, and assisting with truck routing.
• Coordinate account changes across departments (billing, sales, logistics) and create reports for leadership on key metrics, KPIs, and issue resolution.
• Identify opportunities to improve administrative processes and support colleagues’ skill development to enhance efficiency and quality of work.

What we are looking for

• Minimum 2 years of customer service experience in manufacturing, transportation, retail, or hospitality, with demonstrated responsibility beyond frontline support.
• Strong relationship-building skills and a confident, approachable leadership presence that strengthens trust with both customers and internal teams.
• Proven ability to lead, motivate, and guide a team while collaborating effectively across departments to resolve issues and improve the customer experience.
• Technically proficient with Microsoft Office; experience with Salesforce and ERP systems highly valued, especially for driving reporting accuracy and workflow oversight.
• Exceptional written and verbal communication skills with strong attention to detail, documentation discipline, and the ability to coach others on quality standards.
• Flexibility to work weekends, holidays, or varied hours based on production needs, with a proactive mindset for continuous process and service improvements.
• Ability to reliably commute to our Salt Lake City plant

Why work for us

• Job Stability - As an essential service to healthcare, Daniels Health is non-seasonal and recession-proof
• Comprehensive Benefits - Medical, Dental, and Vision Insurance effective onDay One; Paid Short-Term Disability; Company-sponsored Life Insurance; Voluntary Long-Term Disability and Accident Insurance
• 401K Matching Plan - 50% employer match on up to 6% contribution (up to 3% employer contribution) with a 5-year vesting schedule andno waiting period on the match
• Permanent Position - Full-time, 40 hours per week with long-term career potential
• Mission-Driven Work - Be part of a company that’s making healthcare safer and more sustainable through innovative waste management solutions
• Growth & Development - Opportunities to expand your skills in leadership, data analysis, and cross-functional collaboration within a supportive and evolving organization

$59,873 - $65,287 a year

Who are we?

We are a healthcare service company providing safety systems and medical waste collection for hospitals, medical centers, surgical centers, nursing homes and an array of customers within the healthcare setting. Our focus is delivering quality and safety-focused medical waste management services that reduce needlestick injuries, positively impact infection control and reduce environmental burden. As a service to our customers we dispose and treat medical waste on site at our treatment facilities across the U.S.

Daniels Health & Sharpsmart is an equal opportunity employer.

In accordance with anti-discrimination law, it is the purpose of this policy to effectuate these principles and mandates.

Daniels Health & Sharpsmart prohibit discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, age, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Daniels Health & Sharpsmart conforms to the spirit as well as to the letter of all applicable laws and regulations.

Daniels Health conducts background checks and drug testing as part of the post-offer hiring process.