About PartsSource
PartsSource is the leading technology and software platform for managing mission-critical healthcare equipment. Trusted by over 5,000 US hospitals and 15,000 clinical sites, PartsSource empowers providers and service organizations to maximize clinical availability for patient care and automates the procurement of parts, services and training through a unique digital experience. PartsSource team members are deeply committed to our mission of
Ensuring Healthcare is Always On®
, which is foundational to our success and growth. Our vibrant culture is built upon aligned values, shared ownership, mutual respect, and a passion for collaborating to solve complex customer problems.
Join Our Dynamic Team as a Customer Service Representative!
We are currently seeking a Customer Service Representative (CSR) to join our team, reporting directly to the Customer Service Manager. The CSR will serve a diverse range of inbound customer inquiries while also initiating proactive outbound communications for policy renewals. Inbound inquiries will be expertly triaged to the appropriate department or managed with finesse by the CSR, with assistance from our exceptional operational teams as necessary. The CSR will demonstrate a comprehensive understanding of our company policies and articulate them to customers in a clear, professional, and engaging manner.
Key Responsibilities:
Receive and respond to customer inquiries including, but not limited to:
- General program and account information
- Service call procedures and expectations
- Adding or removing changes to covered equipment
Manage the customer renewal process
- Deliver timely renewal notifications in accordance with customer contract guidelines
- Accurately document renewal delivery attempts in SalesForce
- Collaborate with our outstanding Account Managers to secure renewal opportunities
- Assist with renewal forecasting based on engaging customer interactions, retention efforts, and historical data
- Collect detailed feedback for any non-renewals to identify trends and enhance the customer experience
Identify and resolve customer escalations
- Escalate complex requests or business risks to management for review
- Inform other operational teams of escalated customer inquiries and propose recommendations for improved customer experiences
- Modify standard responses to accommodate unique customer requests while adhering to company policies
Qualifications:
- Exceptional written and verbal communication skills to provide nuanced responses tailored to individual customer programs
- Strong organizational and time management skills that ensure proactive engagement
- A genuine sense of empathy, patience, and a customer-centric mindset
- Sharp 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 are a positive individual, eager to promote who we are and what we do enthusiastically to both internal and external clients!
- You are a problem solver, consistently seeking win-win solutions!
- You do not settle for the status quo; you are continually enhancing processes and tools to identify simpler and more effective ways to work.
- You are accountable! You follow through on your commitments, and when challenges arise, you take ownership, learn from them, and move forward.
- You are a team player, consistently prioritizing the greater good of the team, the customer, and the company.
Benefits & Perks
- Competitive compensation package with salary, incentives, company ownership/equity, and comprehensive benefits (401k match, health, college debt reduction, and more!)
- Career and professional development through training, coaching and new experiences.
- Hybrid culture with new & beautiful workspaces that balance flexibility, collaboration, and productivity.
- Inclusive and diverse community of passionate professionals learning and growing together.
Interested?
We’d love to hear from you! Submit your resume and an optional cover letter explaining why you’d be a great fit.
About PartsSource
Since 2001, PartsSource has evolved into the leading technology and software platform for managing mission-critical equipment, serving over half of the U.S. hospital infrastructure. Our digital systems modernize and automate the procurement of parts, services, technical support, and training for HTM professionals to efficiently and effectively maintain their mission-critical equipment. In 2021, Bain Capital invested in the platform, further accelerating our growth and long-term impact within the healthcare industry.
- Read more about us here:
- PartsSource Named to Newsweek’s List of the Top 200 America’s Most Loved Workplaces for 2024
- PartsSource Named One of the Top 100 Healthcare Technology Companies of 2023
- WSJ: Bain Capital Private Equity Scoops Up PartsSource
- PartsSource President and CEO Philip Settimi Named to Top 50 Healthcare Technology CEO List
PartsSource values diversity and is committed to Equal Employment Opportunity, ensuring decisions are made regardless of race, gender, disability, or background. We welcome applicants from all walks of life and are dedicated to providing an accessible hiring process for everyone.Legal authorization to work in the U.S. is required.
