Customer Support Agent II

Customer Support Agent

Founded in 1967, ImageFIRST is the largest and only national linen rental and laundry service specializing in the healthcare market. Acquired by private equity firm Calera Capital in 2018, ImageFIRST serves medical facilities nationwide providing linen, patient gowns, scrubs, and more while managing their clients' linen inventory for cost management. As leaders in infection prevention, they currently own and operate the most HLAC-accredited facilities in the industry. With one of the highest customer retention rates in the industry 97% ImageFIRST is dedicated to improving patient satisfaction and making staff happy with our white glove service!

We are seeking a Customer Support Agent to join our team in King of Prussia, PA.

Schedule: On site Monday to Friday

8:00am - 4:30pm or 9:00am - 5:30pm

Pay: $20.00 - $23.00

RESPONSIBILITIES:

• Act as the liaison between nationwide service fields and our customers, collaborating with various service teams and other departments to meet customer needs.
• Manage 25-30 daily calls and customer email correspondence in an efficient and effective manner.
• Identify customers' needs, clarify information, research every issue, and provide solutions and/or alternatives.
• Handle all customer requests with urgency, proactively escalating unresolved problems for swift resolution.
• Maintain thorough and comprehensive records of all customer communication via CRM system.
• Conduct outbound NPS surveys with customers to measure satisfaction.

MINIMUM QUALIFICATIONS:

• A High School Diploma or equivalent
• A minimum of 2 years' experience in a call center or customer service environment
• Customer focused, with a commitment to customer satisfaction
• Experience with working in retail, hospitality or customer service industries
• Excellent written and verbal communication skills
• Exceptional active listening skills and the ability to express empathy
• Excellent time management skills, attention to detail and ability to prioritize work
• Proficient in Microsoft Office

Required Competencies:

• Be Respectful: Value all we come in contact with
• Be Remarkable: Create a positive moment with every interaction
• Be Safe: Keep ourselves and those around us safe
• Be Honest: Be guided by truthfulness in all we do

Benefits:

• Weekly pay
• Medical, Dental, Vision
• Pet, Legal, and Hospital Indemnity Insurance
• 401k (match)
• Paid Time Off Package
• Paid Parental Leave
• Tuition Reimbursement
• Referral Program
• Great company culture
• Collaborative team environment

EOE / Drug-Free Workplace

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by applicable law. We are fueled by the talent, passion, and diversity of our associates.