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Strategic Employment Partners Logo Strategic Employment Partners · Customer Service

Customer Service Lead- Salesforce

United States, Kalamazoo Employment contract 90000.00 - 120000.00 USD / Year · Job Posted June 03, 2026
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Job Description

Customer Service Team Lead (Salesforce Expert) 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.

Job Responsibility

  • 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

Nice to have

background in healthcare or a compliance-heavy industry

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