Customer Service Representative

PartsSource is the leading B2B e-commerce marketplace for US healthcare, helping healthcare providers to automate the purchasing of MedTech repair parts and services through a modern procurement experience while driving improved cost, quality, and reliability throughout the healthcare supply chain. We are growing rapidly as providers shift their purchasing toward e-commerce and away from manual processes. We are uniquely positioned to address key challenges impacting mission critical operations related to rising input costs, skill shortages, and supply chain disruptions. Bain Capital’s 2021 investment in PartsSource further propels us to realizing our Vision: Ensure the quality, safety, and availability of mission critical assets to improve health outcomes.

Reporting to the Customer Service Manager, the Customer Service Representative will receive and respond to a variety of inbound customer inquiries, as well as initiate outbound communication for policy renewals. Inbound inquiries may be triaged to the appropriate department or handled internally by the CSR with support from other operational teams as needed. The CSR must demonstrate comprehensive understanding of company policies and be able to explain policies to customers in a concise and professional manner.

What You’ll Do:

Receive and respond to customer inquiries including, but not limited to:

· General program and account information

· Service call procedures and expectations

· Adding or removing and changes to covered equipment

Manage customer renewal process

· Deliver renewal notifications based on customer contract guidelines

· Document renewal delivery attempts in SalesForce

· Collaborate with Account Managers to secure renewal opportunities

· Assist with renewal forecasting based on customer interactions, customer retention, and historical data

· Obtain detailed feedback for any non-renewals to identify trends resulting in an improved customer experience

Identify and resolve customer escalations

· Escalate intricate requests or business risks to management for review

· Notify other operational teams of escalated customer inquiries and bring recommendations for improved customer experience

· Adjust and adapt standard responses to address unique customer requests, while remaining within the boundaries of company policy

What You’ll Bring

· Excellent written and verbal skills with the ability to clearly communicate nuanced responses based on individual customer programs

· Strong organizational and time management skills

· Empathy, patience, and a customer focused mindset

· Problem solving and analytical skills

Your Background

· Associate or Bachelor’s Degree preferred but not required

· 2+ years of experience in a customer facing role preferred

· Proficiency with Microsoft Word, Excel, and Outlook

· Experience with CRM platforms such as SalesForce preferred

Who We Want to Meet

· You’re a positive person, ready to serve as an enthusiastic promoter of PartsSource to internal and external clients

· You’re a problem solver, always looking to find ways to work towards a win-win solution

· You don’t settle for the status quo. You’re always improving upon processes and tools to find simpler and better ways to work.

· You’re accountable. You do what you say you’re going to do. And when you mess up- you own it, learn from it, and move on.

· You’re a team player, looking out for the greater good of the team, the customer, and the company.

Benefits & Perks

· Competitive salary package inclusive of base salary, incentive bonus structure and equity incentive plan; with a full benefits package (including 401k match, employer paid college debt redux, and more).

· An inclusive PartsSource community - work alongside other smart, passionate people

· Growing company investing in and committed to developing careers of our employees

· Hybrid work environment where you get the benefits of flexibility, socialization, and productivity

· A chance to revolutionize Healthcare with evidence-based decision making on the world’s leading Procure-to-Pay platform!

Interested?

We’d love to hear from you and explore the possibilities. Please send us your resume along with an optional cover letter detailing why you’re an excellent candidate.

Diversity Statement

We are an Equal Opportunity Employer committed to building an inclusive and diverse environment where everyone’s individuality is respected, and everyone has an identity. Our commitment to inclusion across race, gender, age, religion, identity, and experience drives us forward every day.

Legal authorization to work in the U.S. is required.

No Agency or Recruiter submissions will be accepted.

About PartsSource

Our platform automates the procurement process enabling the medical equipment service industry in their acquisition, repair and life cycle management of medical parts. The company's cloud software and marketplace technology tools help over 3,500 hospitals to source on-demand parts and services from over 6,000 OEMs and thousands of repair techs. PartsSource delivers strong value to customers through an “Amazon” like experience featuring preferred pricing, automated ordering, and formulary analytics to benchmark spend and drive greater supply chain intelligence.

From our founding in 2001 as the industry’s first online, fully integrated medical products marketplace, to the creation of our award-winning flagship solution, PartsSource Pro, PartsSource has evolved to become a leader in the digital transformation of the healthcare technology supply chain and indispensable partner to more than half of U.S. hospitals and thousands of equipment suppliers and independent service providers.

Bain Capital’s 2021 investment in PartsSource provides capital, expertise, and key partnerships further accelerating PartsSource’s growth. Bain Capital, one of the world’s leading private multi-asset investment firms with approximately $150 billion in assets under management, seeks to create lasting impact for their investors, teams, businesses, and the communities in which they live.

Read more about us here:

· PartsSource On-Site Service Solutions 2021 Winner

· WSJ: Bain Capital Private Equity Scoops Up PartsSource

· PartsSource Expands Workforce in Aurora, Ohio Headquarters

· PartsSource® named one of the ‘Top 100 Healthcare Technology Companies of 2021’

· PartsSource President and CEO Philip Settimi Named to Top 50 Healthcare Technology CEO List