Customer Service Representative - Contract

Customer Service - Contract 3 Month Assignment Hybrid

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.

We are currently seeking a Contract 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
• Proficient in Microsoft applications
• 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

Compensation: $ 24.00 per hour

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. PartsSource employs over 700 employees nationwide that committed to supporting healthcare providers and ensuring healthcare always on.

In 2021, Bain Capital invested in the business, further accelerating our growth and positive impact within the healthcare industry.

EEO

PartsSource, Inc., and its affiliates and subsidiaries, provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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