Job Description

Customer Service Manager

Sterling Labs invests in our team's success. We are looking for highly motivated people who want to invest in their skill sets and careers, be rewarded for initiative, and thrive in a collaborative environment. Our analytical data has a significant impact on protecting human health and the environment. We value teamwork, continuous improvement, growth, and empowered ethical decision-making.

Sterling Labs' growth has been directly tied to our clients' needs for 40 years. We are a growth-oriented organization that puts our clients first. We partner with manufacturers, engineering firms, and government agencies to provide environmental laboratory data that helps protect the environment. From wastewater sampling and analysis in greater Chicago to nationwide service with Department of Defense partners, our commitment to our clients drives our growth.

WE PRESERVE THE PLANET TO PROTECT THE FUTURE

Our Core Values:

We strive for Integrity in Everything We Do. We're honest and transparent in our actions and decisions.

We are Customer-Focused. We prioritize our customers' needs and value their feedback.

We are Never Satisfied and are dedicated to continuous improvement. We always seek ways to improve and adapt to changing needs.

Position Overview

We're looking for a motivated and people-focused Customer Service Manager to oversee daily customer support operations and lead a team of service representatives. This role balances hands-on customer support with coaching, performance management, and process improvement to ensure an excellent customer experience and foster lasting customer relationships.

Key Responsibilities

• Lead, coach, and support a team of customer service representatives
• Monitor daily workflows, queues, and service levels to ensure SLAs are met
• Handle escalated customer issues and ensure timely, effective resolution
• Provide regular feedback, performance reviews, and coaching to team members
• Assist with onboarding and training of new hires
• Track and report on key performance metrics
• Identify trends in customer feedback and recommend process improvements
• Collaborate with cross-functional teams (Lab Operations, Sales, Finance, etc.) to resolve recurring issues
• Maintain up-to-date knowledge of products, services, and policies

Required Qualifications

• 2+ years of experience in customer service, including leadership or supervisory experience
• Strong communication and interpersonal skills
• Proven ability to motivate and develop team members
• Excellent problem-solving and conflict-resolution skills
• Experience working with CRM or customer support tools
• Ability to manage multiple priorities in a fast-paced environment

Preferred Qualifications

• Experience in a call center or high-volume support environment
• Familiarity with customer service metrics and reporting
• Experience leading remote or hybrid teams
• Bachelor's degree or equivalent experience

What Success Looks Like

• High team engagement and low turnover
• Consistently strong customer satisfaction scores
• Efficient handling of escalations and complex cases
• Continuous improvement in team performance and processes

Sterling Labs offers a variety of benefits:

• PTO
• Sick Time Off
• Health insurance
• Dental Insurance
• Vision Insurance
• Parental Leave
• 401k
• Short-Term Disability
• Long-Term Disability
• Paid Holidays

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