Customer Care Coordinator

About the role

You own the end-to-end customer experience for clinical engineering teams by managing incoming inquiries and ensuring issues are resolved efficiently. You own the accurate and timely processing of orders, returns, and quote requests while maintaining detailed records in all relevant systems. You own building strong professional relationships by demonstrating empathy and active listening with every healthcare provider interaction. You own representing PartsSource as a trusted partner by providing knowledgeable guidance on parts, services, and training needs. You own collaborating with internal stakeholders to escalate complex problems and drive them to a satisfactory conclusion. You own adhering to all company policies and procedures to protect customer data and uphold the integrity of the platform. You own contributing to a positive team environment by supporting colleagues and sharing best practices that enhance the overall customer journey.

Key facts

What you'll do

Process incoming customer service calls and email inquiries with speed and accuracy, securing first contact resolution whenever possible.

Deliver professional and technically sound responses that demonstrate a high level of expertise in healthcare equipment parts and services.

Investigate and respond to detailed inquiries regarding order placement, order status, billing, part repairs, returns, and quote requests.

Update and verify the accuracy of customer data, order details, and case information across all applicable systems and records.

Document every customer interaction thoroughly, capturing key details, actions taken, and resolutions to support future reference.

Collaborate effectively with colleagues to solve complex issues, sharing information and coordinating efforts to meet customer needs.

Escalate specialized or high-impact issues to the appropriate department or staff, ensuring smooth transitions and timely follow-up.

Attend all required training sessions and team meetings to remain current on product knowledge, policies, and internal procedures.

Maintain a consistently professional demeanor, using strong verbal and written communication to build trust and rapport with customers.

Provide clear instructions and troubleshooting assistance to help customers navigate websites, portals, and other digital systems.

Support the team by assisting with back-office tasks related to documentation, data integrity, and interdepartmental communication.

Promote a culture of ownership by arriving on time, prepared, and ready to work at your workstation for each scheduled shift.

Act as a bridge between customers and internal teams, translating technical concepts into accessible language for clinical staff.

Demonstrate adaptability by managing shifting priorities in a dynamic, customer-facing environment while maintaining attention to detail.

Uphold company standards by following established workflows, escalation paths, and compliance requirements for every interaction.

Requirements

You must possess a minimum of 1 year of prior customer service experience in a role that involved handling customer inquiries and providing satisfactory resolution.

You must exhibit excellent verbal and written communication skills, allowing you to convey information clearly and professionally to diverse audiences.

You must display strong empathy and active listening skills, particularly when managing situations involving order delays or other operational challenges.

You must be able to work collaboratively in a team environment, showing a cooperative attitude and a willingness to assist colleagues when needed.

You must be comfortable using computers and various software applications to update records, access systems, and manage customer data accurately.

You must be available to work the scheduled shifts as required, demonstrating reliability and consistent attendance in a customer-facing capacity.

You must be able to pass any required background checks and meet the employment eligibility requirements as defined by applicable laws and regulations.

You must maintain confidentiality and handle all customer information in accordance with company policies and privacy standards.

You must follow instructions and procedures precisely, ensuring that all tasks are completed thoroughly and in alignment with organizational guidelines.

You must demonstrate a commitment to continuous learning, staying updated on product knowledge, policies, and procedures throughout your tenure.