Customer Service Representative (Medical Devices) - Remote

Premier NX • Atlanta, GA

2d • Remote

About The Position

Premier NX is seeking a dependable, professional, and customer-focused Medical Device Customer Service Representative to join our growing team. In this role, you will provide support to customers, patients, healthcare professionals, and other stakeholders for a medical device client. The ideal candidate is compassionate, detail-oriented, comfortable learning technical information, and able to provide excellent customer experience while following established procedures and regulatory guidelines. Previous experience within the medical device, healthcare, pharmaceutical, or another regulated industry is highly preferred, but we are also open to candidates with strong customer service experience who demonstrate the ability to quickly learn medical device products and processes. The schedule for this position will be 7:00 - 3:00 pm EST, Monday to Friday.

Requirements

• High school diploma or equivalent required.
• Minimum of 1–2 years of customer service experience.
• Excellent verbal and written communication skills.
• Professional, patient, and empathetic communication style.
• Strong attention to detail and documentation skills.
• Ability to learn technical and medical device information and explain it in a clear, customer-friendly manner.
• Strong problem-solving, organizational, and multitasking skills.
• Ability to follow detailed processes and work within established guidelines.
• Comfortable working both independently and as part of a collaborative team.
• Interpersonal and relationship management skills.
• Strong verbal and written communication including active listening and reflection with the goal of gathering information, problem solving and diffusing difficult callers.
• Ability to maintain professional behavior in stressful situations.
• Ability to navigate between several computer screens (e.g., CRM Software such as Salesforce, ACD System such as Amazon Connect and Genesys, Email and Web Browser) while actively listening and entering customer information.

Nice To Haves

• Medical device, healthcare, pharmaceutical, patient support, or regulated-industry experience strongly preferred.
• Previous medical device customer service or technical support experience is a plus.
• Experience using Zendesk, Salesforce, or another CRM/customer service platform is preferred.

Responsibilities

• Provide professional and empathetic customer support through inbound and outbound phone calls and email.
• Assist customers with product questions, troubleshooting, device support, and other inquiries using approved resources and procedures.
• Communicate clearly and professionally with patients, healthcare professionals, clinical offices, and other customers.
• Accurately document all customer interactions, actions, and outcomes within the appropriate CRM or ticketing system.
• Follow established SOPs, quality procedures, client guidelines, and escalation protocols.
• Recognize and appropriately escalate product complaints, potential adverse events, safety concerns, and quality-related issues according to established procedures.
• Protect confidential and sensitive customer or patient information.
• Manage multiple customer cases and priorities while maintaining accuracy and attention to detail.

What This Job Offers

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