Customer Service Representative II

ImageFIRST Healthcare Laundry Specialists•King of Prussia, PA

21d•Onsite

About The Position

Founded in 1967, ImageFIRST® is the largest and only national linen rental and laundry service specializing in the healthcare market. Acquired by private equity firm Calera Capital in 2018, ImageFIRST serves medical facilities nationwide providing linen, patient gowns, scrubs, and more while managing their clients’ linen inventory for cost management. As leaders in infection prevention, they currently own and operate the most HLAC-accredited facilities in the industry. With one of the highest customer retention rates in the industry – 97% – ImageFIRST is dedicated to improving patient satisfaction and making staff happy with our white glove service! We are seeking an experienced and dynamic Customer Service Representitve II to join our team in King of Prussia, on site, five days per week.

Requirements

High school diploma required; associate or bachelor’s degree strongly preferred
2–4 years of experience in a customer service role, ideally in a service-focused or logistics-driven industry.
Track record of handling escalated or complex customer issues with professionalism and skill.
Clear and confident communicator both written and verbal.
Experience in CRM platforms and Proficient in Microsoft Office applications, including Excel and PowerPoint, with intermediate-level experience
Strong time management skills with the ability to effectively prioritize and manage multiple tasks in fast-paced environments.

Responsibilities

Serve as the primary point of contact for customers within a defined territory, responding quickly and professionally via phone, email, and internal platforms. Handling approx. 20-30 calls and 15-30 emails per day.
Maintain detailed and accurate records of all customer communications in the CRM system.
Collaborate closely with field service teams to translate customer needs into actionable service requests with clear expectations and deadlines.
Take ownership of complex customer issues, including billing discrepancies, service interruptions, and account adjustments, ensuring they’re thoroughly resolved and documented.
Track trends and recurring challenges, contributing proactive recommendations for process improvement and greater service efficiency.
Provide insights and feedback to Regional Vice Presidents to help improve customer experience and operational processes.
Work closely with fellow Customer Support Representatives to ensure consistent service coverage, share knowledge, and meet individual and team-based Key Performance Indicators (KPIs).
Mentor and assist in onboarding new team members by sharing expertise, guiding on best practices, and modeling service excellence.