Customer Care Representative

Block Imaging Parts & Service • Holt, MI

10d

About The Position

The Customer Care Representative delivers compassionate, reliable support within the Customer Care team. The role connects customers with solutions by providing responsive communication, accurate information, and thoughtful problem-solving throughout the service journey. Through professionalism and empathy, the representative helps strengthen long-term relationships and support positive outcomes for patients, partners, and the business.

The representative serves as a primary customer contact, handling questions and service issues, coordinating with internal teams, documenting interactions, and keeping customers informed. The role also identifies recurring challenges and shares insights to support continuous improvement. The position supports Block Imaging’s mission of “People Matter” and its values of Integrity, Honor, and Growth, with an approach described as Together, Thoughtful, and Transparent.

Work is primarily indoors in a climate-controlled, standard office setting with moderate noise. The role involves regular use of computers and phones. Team members must be able to perform essential functions with or without reasonable accommodation.

Requirements

• High school diploma or GED required.
• Demonstrated empathy, professionalism, and clarity in customer interactions.
• Ability to listen effectively, ask thoughtful questions, and resolve issues accurately or escalate them appropriately.
• Ability to maintain accurate, detailed documentation of customer interactions and service activities in internal systems.
• Ability to manage multiple inquiries, follow-ups, and service requests in a fast-paced environment.
• Ability to work closely with internal teams to ensure service delivery and follow-through.
• Ability to remain calm, flexible, and solution-oriented amid high call volumes, changing priorities, or challenging situations.
• Ability to communicate effectively, including speaking, hearing, and reading.
• Ability to remain in a stationary position for extended periods; frequent typing; occasional movement within the office; and ability to lift up to 10 pounds.
• Ability to perform essential job functions with or without reasonable accommodation.

Nice To Haves

• Relevant experience in customer service, call center operations, healthcare support, or administrative roles may be considered in lieu of formal education.
• Post-secondary coursework or an associate’s degree in Business, Communications, Healthcare Administration, or a related field preferred.
• Actively seeks feedback, learns from experience, and contributes ideas to improve processes and service quality.

Responsibilities

• Serve as the primary customer contact and provide timely, professional, empathetic support by phone, email, or electronic channels.
• Respond accurately and carefully to service inquiries and issues, resolving questions efficiently or escalating them appropriately.
• Coordinate with service, sales, logistics, and operations teams to ensure clear communication and follow-through on customer needs.
• Document customer interactions thoroughly and accurately in company systems.
• Manage follow-ups and service updates proactively, keeping customers informed throughout the service lifecycle.
• Identify recurring service challenges or trends and communicate insights to leadership to support continuous improvement.
• Uphold company standards for professionalism, compliance, and customer experience.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED