Customer Support Agent II

ImageFIRST Healthcare Laundry Specialists•King of Prussia, PA

3d•$20 - $23•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! Check out our company page: https://www.imagefirst.com/company/

Requirements

A High School Diploma or equivalent
A minimum of 2 years’ experience in a call center or customer service environment
Customer focused, with a commitment to customer satisfaction
Experience with working in retail, hospitality or customer service industries
Excellent written and verbal communication skills
Exceptional active listening skills and the ability to express empathy
Excellent time management skills, attention to detail and ability to prioritize work
Proficient in Microsoft Office

Responsibilities

Act as the liaison between nationwide service fields and our customers, collaborating with various service teams and other departments to meet customer needs.
Manage 25-30 daily calls and customer email correspondence in an efficient and effective manner.
Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives.
Handle all customer requests with urgency, proactively escalating unresolved problems for swift resolution.
Maintain thorough and comprehensive records of all customer communication via CRM system.
Conduct outbound NPS surveys with customers to measure satisfaction.