Customer Service Representative – Medical Devices

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver professional and compassionate customer support via inbound and outbound phone calls and email.

• Assist customers with inquiries related to product information, troubleshooting, device support, and other queries by utilizing approved resources and procedures.

• Engage with patients, healthcare professionals, clinical offices, and various customers.

• Record customer interactions, actions taken, and outcomes in the designated CRM or ticketing system.

• Adhere to SOPs, quality protocols, client guidelines, and escalation procedures.

• Report product complaints, potential adverse events, safety issues, and quality-related concerns.

• Safeguard confidential customer and patient information.

• Handle multiple customer cases and prioritize tasks while ensuring accuracy and attention to detail.

• Work Monday to Friday from 7:00 a.m. to 3:00 p.m. EST.

⛳️ Requirements

• High school diploma or equivalent is mandatory.

• At least 1–2 years of experience in customer service.

• Preference for experience in medical devices, healthcare, pharmaceuticals, patient support, or regulated industries.

• Previous experience in medical device customer service or technical support is advantageous.

• Exceptional verbal and written communication abilities.

• Professional, patient, and empathetic communication demeanor.

• Strong attention to detail and documentation capabilities.

• Capacity to learn technical and medical device knowledge and convey it clearly to customers.

• Excellent problem-solving, organizational, and multitasking abilities.

• Ability to comply with detailed processes and established guidelines.

• Familiarity with Zendesk, Salesforce, or other CRM/customer service platforms is preferred.

• Capability to work both independently and as part of a team.

• Proficient interpersonal and relationship management skills.

• Active listening, information gathering, problem-solving, and skills for de-escalating difficult calls.

• Ability to maintain professionalism in high-stress situations.

• Competence in navigating CRM software, ACD systems like Amazon Connect and Genesys, email, and web browsers while actively listening and entering customer information.

🏝️ Benefits

• Equal Opportunity/Affirmative Action employer.

• Full-time employment.

• Fully remote work arrangement.