Job description
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.
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 resolution.
- 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.
- Collaboration: Work well in a team environment, demonstrating a cooperative attitude and a willingness to assist your colleagues.
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.
