Customer Service Agent

We are seeking a detail-oriented and customer-focused Service Agent to join a large Healthcare Technology client. In this role, you will be the primary point of contact for customer service requests, specializing in returns, repairs, and exchanges. You'll play a crucial part in ensuring a smooth and efficient process for our customers while maintaining accurate records and supporting internal systems.

Compensation: $21.68/hr. to $24.68/hr. Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role will start on day one of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401K retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form. The EEOC "Know Your Rights" Poster is available here.

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Key Responsibilities:
- Customer Request Management: Receive and process customer requests related to product returns (RMAs), servicing, and exchanges, preparing all necessary documents and trouble tickets.
- Database and Inventory Management: Accurately update databases with the status of returned materials and account for returns inventory.
- Reporting and Record Keeping: Record and report on the status of equipment returns, repairs, replacements, sales orders, and delivery schedules.
- Information Accessibility: Maintain organized service information by sorting and filing documents and forms.
- Scheduling: May schedule customer service repair calls as needed.
- Issue Resolution: Maintain records of returns, schedule changes, product enhancements/changes, and product pricing, and proactively resolve return credit problems.
- Communication: Handle incoming customer calls efficiently and professionally.
User Management Support: Assist with adding and managing user accounts for systems such as ServiceMax, Salesforce, and Outlook.
- Proven experience in a customer service or administrative role.
- Strong organizational skills and attention to detail.
- Excellent communication skills, both verbal and written.
- Proficiency in using computer systems and databases.
- Ability to multitask and prioritize in a fast-paced environment.
- Familiarity with CRM systems (e.g., Salesforce, ServiceMax)

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.