Customer Relations Manager (Clinical Team)

We are seeking a Manager to lead our in-house Clinical Services Team. This role calls for an individual who is passionate about developing people and skilled at leading a team towards company objectives. Interest in occupational medicine, a passion for health in the workplace or desire to work in a clinical environment will enhance your experience.

As the Manager of Clinical Services, you engage with leadership to understand the overall direction of the company. This is essential to providing your team with clear guidance and support. In the day-to-day, you manage a team of Collectors, Doctors of Chiropractic and Nurse Practitioners, who are responsible for ensuring compliance with Department of Transportation regulations. Together, you are on the front lines of protecting the public, while helping drivers and operators gain employment without delay.

Building your team’s competence and confidence in the regulations is essential to their success. You work closely with our Director of Training to develop curricula that meet your team’s learning needs. As your team applies that knowledge to deliver excellent service, you offer them feedback and coaching. In addition, you create structures that help your team prioritize, allocate work well, and operate more efficiently.

If you can answer yes to the following questions, we’d like to learn more about you:

• Do you enjoy leading alongside a team?
• Do you enjoy coaching others for performance and development?
• Are you skilled at breaking down a complex idea into specific, measurable goals?
• Are you highly organized and excel at planning together with others?
• Do you adapt well to changes in the workplace?
• Do you want to be part of a growing company with an impactful mission?

Read on to learn more about CleanFleet and Glostone and our Manager of Clinical Services role.

About CleanFleet & Glostone

We’re a family-owned business, specializing in employee drug testing, vehicle DOT compliance, and fleet performance. Our mission to safeguard informs everything we do. We’re stewards of knowledge who are making transportation safer – on the road, on your team, and around the nation – by building lasting, trusted partnerships.

Our values are our decision-making criteria. They are:

• Never Settle - There is always a way to improve on today, and something amazing we can achieve tomorrow. When we constantly further our knowledge and understanding of what's new, next, or better, everyone is wise-and safer, too.
• Share Responsibility - The only way to keep everyone safe is if everyone does their part. We maintain high standards of communication and accountability, and look for the same from our teams, partners, and collaborators.
• Rise Together - We are all about the big picture, and we know that nobody can do this alone. Working as a team, a network, and a community, we support the safety and success of our staff and clients alike.

We are passionate about living our mission and values every day, and are searching for a team member who feels the same way.

Qualifications

• 3 years experience coaching, developing, and leading a team. This includes application of the following skills and direct experience in:
  • Fostering a culture around vision, mission, and values
  • Using company values to inform decisions
  • Supporting a team through organizational change
  • Coaching team members through ambiguity and challenges
  • Guiding team members in their growth at CleanFleet & Glostone
  • Strategic planning and problem-solving
  • Identifying personnel, training, and resource gaps within the team
  • Building strong relationships and delivering excellent customer experiences
• 1-3 years’ experience in business-to-business Customer Relations
• Alignment with the values of Never Settle, Share Responsibility, and Rise Together
• Experience working in a small business (fewer than 200 employees)
• Familiarity with regulatory industries preferred

Responsibilities

• Ensure processes, procedures, and services are in compliance with regulations
  • Continuously improve the process for administering and ensuring the integrity of drug and alcohol testing
  • Reduce complexity, unpredictability, and friction in the team’s work environment
• Master regulatory concepts and client processes with respect to medical examinations and drug and alcohol testing
• Become a qualified Specimen Collector and Breath Alcohol Technician
• Communicate directly with our customers
  
• Coach and train team members on all aspects of the job with support from our Director of Training
• Support and mentor your team towards mastery of regulatory concepts, processes, and outstanding customer service
• Take part in recruitment, onboarding, and training of new team members
• Help team members grow within the organization
• Address and resolve performance issues with your team
• Galvanize your team towards achieving shared goals on the way toward the company’s vision
• Inform leadership with insights on the team and customer experience
• Meet firm deadlines while delivering high-quality work and customer service
• Deliver effective resource management and create solutions to resourcing challenges through planning, redistribution of work, and other approaches in alignment with our company's values
• Ensure appropriate staffing levels and step-in when the team needs coverage
• Foster a positive work environment that promotes collaboration, trust, respect, teamwork, and values-based decision making

Compensation & Benefits

This is a full-time salaried position, Monday through Friday from 8:00am to 5:00pm. The annual salary for this position is $78,726. Candidates must successfully complete a background check and drug test, which includes cannabis, to ensure our organization remains drug-free and in compliance with federal guidelines.

Our benefit package includes:

• Health, Vision, and Dental Insurance
• Life Insurance
• Employee Assistance Program
• Sick and vacation time
• Paid holidays
• Simple IRA
• Professional development stipend up to $1,000 annually

Are you excited to be part of a growing team in a resilient industry? To apply, please submit your resume. We’re excited to hear from you!