Customer Success Representative - Hybrid

Customer Care Representative

Location Preferences: Hybrid

As a Customer Care Representative in this role, you will be responsible for providing top-notch customer service to clinical engineers in hospital and healthcare clinical settings across North America and internationally. Your primary tasks will involve answering phone calls and responding to emails to address customer inquiries, process orders, and conduct necessary research. It is crucial to have a passion for surpassing customer expectations and building strong relationships.

What You’ll Do

Deliver First in Class Customer Service

• Handle inbound customer service calls and email inquiries promptly, ensuring first contact resolution.
• Provide professional and accurate responses, demonstrating a high level of knowledge and expertise.
• Respond to inquiries regarding order placement/status, billing, part repairs and returns, and quote requests.
• Escalate more complex issues to the appropriate department or staff for further assistance.
• Arrive on time, prepared, and ready to work at your workstation for scheduled shifts.
• Attend required training and meetings to stay updated on product knowledge, policies, and procedures.
• Maintain a professional demeanor, striving to establish a positive rapport with every customer.
• Offer instructions to customers and troubleshooting assistance for websites and other systems.

Maintain Customer Data and Documentation

• Update and ensure the accuracy of customer data, order details, and case information in all relevant systems.
• Document customer interactions thoroughly, recording important details and resolutions.
• Work closely with the management team to stay informed about changes or updates in products, policies, and procedures.

Collaborate and Assist

• Collaborate effectively with colleagues and contribute to a positive team environment.
• Demonstrate a willingness to help and support your team members as needed.

Your Background

• Customer Service Experience: Possess at least 1 year of prior experience in a customer service role, demonstrating your ability to handle customer inquiries and provide satisfactory solutions.
• Strong Communication Skills: Exhibit excellent verbal and written communication skills to effectively interact with customers and convey information clearly.
• Empathy and Listening Skills: Display empathy and active listening skills to de-escalate issues and handle situations where there may be order delays or other challenges.
• Negotiation and Closing Techniques: Have experience and proficiency in effective negotiation and closing techniques to address customer concerns and achieve mutually beneficial outcomes.
• Team Player: Work well in a team environment, demonstrating a cooperative attitude and a willingness to assist your colleagues.

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’re a strong influencer- able to gain the trust and confidence of leadership teams to drive change.
• You don’t settle for the status quo. You’re always improving processes and tools to find simpler and better work methods.
• 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 coachable and bounce back from a setback. You think of mistakes as a learning opportunity to be better in the future.

Benefits & Perks

• Competitive salary package inclusive of base salary, incentive bonus structure, and equity incentive plan; with a full benefits package (including a 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 the 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.

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.

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