Customer Care Representative

Parts Source is the leading technology and software platform for managing mission‑critical healthcare equipment
. Trusted by over 5,000 US hospitals and 15,000 clinical sites, Parts Source empowers providers and service organizations to maximize clinical availability for patient care and automates the procurement of parts, services and training through a unique digital experience.

Parts Source team members are deeply committed to our mission of Ensuring Healthcare is Always On®, which is foundational to our success and growth. Our vibrant culture is built upon aligned values, shared ownership, mutual respect, and a passion for collaborating to solve complex customer problems.

As a Customer Care Representative in this role, you will be responsible for providing top‑notch customer service to clinical engineers in hospital and healthcare clinical settings across North America and internationally. Your primary tasks will involve answering phone calls and responding to emails to address customer inquiries, process orders, and conduct necessary research. It is crucial to have a passion for surpassing customer expectations and building strong relationships.

• Handle inbound customer service calls and email inquiries promptly, ensuring first contact resolution.
• Provide professional and accurate responses, demonstrating a high level of knowledge and expertise.
• Respond to inquiries regarding order placement/status, billing, part repairs and returns, and quote requests.
• Escalate more complex issues to the appropriate department or staff for further assistance.
• Arrive on time, prepared, and ready to work at your workstation for scheduled shifts.
• Attend required training and meetings to stay updated on product knowledge, policies, and procedures.
• Maintain a professional demeanor, striving to establish a positive rapport with every customer.
• Offer instructions to customers and troubleshooting assistance for websites and other systems.

• Update and ensure the accuracy of customer data, order details, and case information in all relevant systems.
• Document customer interactions thoroughly, recording important details and resolutions.
• Work closely with the management team to stay informed about changes or updates in products, policies, and procedures.

• Collaborate effectively with colleagues and contribute to a positive team environment.
• Demonstrate a willingness to help and support your team members as needed.

• Customer Service
  
  Experience:
  
  Possess at least 1 year of prior experience in a customer service role, demonstrating your ability to handle customer inquiries and provide satisfactory resolution.
• Strong Communication
  
  Skills:
  
  Exhibit excellent verbal and written communication skills to effectively interact with customers and convey information clearly.
• Empathy and Listening
  
  Skills:
  
  Display empathy and active listening skills to de‑escalate issues and handle situations where there may be order delays or other challenges.
• Collaboration:
  
  Work well in a team environment, demonstrating a cooperative attitude and a willingness to assist your colleagues.

• Competitive compensation package with salary, incentives, company ownership/equity, and comprehensive benefits (401k match, health, college debt reduction, and more!)
• Career and professional development through training, coaching and new experiences.
• Hybrid culture with new & beautiful work spaces that balance flexibility, collaboration, and productivity.
• Inclusive and diverse community of passionate professionals learning and growing together.

We’d love to hear from you! Submit your resume and an optional cover letter explaining why you’d be a great fit.

Since 2001, Parts Source has evolved into the leading technology and software platform for managing mission‑critical equipment, serving over half of the U.S. hospital infrastructure. Our digital systems modernize and automate the procurement of parts, services, technical support, and training for HTM professionals to efficiently and effectively…