Customer Service Representative

Job Summary/Objective:
We are seeking a dedicated Customer Service Representative to join our growing team. The ideal candidate will be the "face" of our company, providing professional, empathetic service and resolving issues to ensure high customer satisfaction. The successful candidate will serve as primary contact for inquiries, order management, and product information. This position will handle complaint intake, escalating safety, or quality issues per SOPs. Our customers are end users of an OTC medical device along with healthcare providers and distributors.

Key Responsibilities:

• Respond promptly to customer inquiries via phone, email, chat, by providing product information and instructions for use,
• Identify customer needs and resolve complaints in a professional and timely manner.
• Process orders and returns. Maintain accurate records for traceability via lot numbers for reporting.
• Develop in-depth understanding of company products/services to provide accurate information.
• Document all customer interactions and updates in customer complaint log.
• Ensure compliance with HIPAA and other privacy, safety, and medical device regulatory requirements (e.g., FDA, MDR) in all communications.

Qualifications & Requirements:

• High school diploma or equivalent; associate or bachelor’s degree preferred.
• 1-3 years’ experience in customer service, support, or a call center is preferred. Experience with medical devices, supplies or healthcare setting is helpful.
• Strong verbal and written communication skills.
• Proficiency with MS Office; familiarity with ERP/order management systems a plus.

Skills:

• Ability to handle stressful or clinical situations with professionalism.
• Detailed oriented.
• Good organizational skills and ability to manage multiple priorities.
• Team player with ability to collaborate across clinical, quality, regulatory, and logistics teams.

Certifications (preferred):

• Customer service or call-center certification, medical device complaint handling or quality system training (e.g., ISO 13485 awareness).

Equal opportunity statement:

• Employer is an equal opportunity employer, accommodations available for applicants with disabilities.

Pay: From $35,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance
• Work from home

Work Location: Remote