Customer Service Representative - Contract

PartsSource • Charlotte, NC

4d • Hybrid

About The Position

PartsSource is seeking a Contract Customer Service Representative (CSR) for a three-month assignment. The position serves a diverse range of inbound customer inquiries and initiates proactive outbound communications for policy renewals. The CSR triages inbound inquiries to the appropriate department or resolves them with support from operational teams, while clearly and professionally explaining company policies to customers. The role reports directly to the Customer Service Manager.

PartsSource is a technology and software platform for managing mission-critical healthcare equipment. The company says its mission is to ensure healthcare is always on and describes its culture as based on aligned values, shared ownership, mutual respect, and collaboration to solve customer problems. The role is hybrid and pays $24.00 per hour.

Requirements

• Exceptional written and verbal communication skills to provide nuanced responses tailored to individual customer programs.
• Proficiency in Microsoft applications.
• Strong organizational and time-management skills to ensure proactive engagement.
• Empathy, patience, and a customer-centric mindset.
• Problem-solving and analytical skills.
• Legal authorization to work in the United States.

Responsibilities

• Receive and respond to customer inquiries about general program and account information, service call procedures and expectations, and changes to covered equipment.
• Manage the customer renewal process and deliver timely renewal notifications according to customer contract guidelines.
• Accurately document renewal delivery attempts in Salesforce.
• Collaborate with Account Managers to secure renewal opportunities.
• Support renewal forecasting using customer interactions, retention efforts, and historical data.
• Collect feedback about non-renewals to identify trends and improve the customer experience.
• Identify and resolve customer escalations.
• Escalate complex requests or business risks to management for review.
• Inform operational teams about escalated customer inquiries and propose recommendations for improving customer experiences.
• Adapt standard responses to unique customer requests while adhering to company policies.

Benefits

• 401(k) match
• Health benefits
• College debt reduction
• Career and professional development through training, coaching, and new experiences
• Hybrid culture with workspaces intended to balance flexibility, collaboration, and productivity
• Inclusive community of professionals learning and growing together
• Competitive compensation package with incentives, company ownership/equity, and comprehensive benefits

What This Job Offers

• Career Level: Entry Level
• Education Level: No Education Listed