Customer Care Representative

Description

Job Description Statement:

Customer Care Representative delivers compassionate, reliable support that ensures every customer interaction reflects excellence and trust within the Customer Care team. This role serves as a vital connection between customers and solutions, providing responsive communication, accurate information, and thoughtful problem-solving throughout the service journey. By listening actively and acting with care, the Customer Care Representative transforms questions and challenges into positive, confidence-building experiences. Through professionalism and empathy, this role helps strengthen long-term relationships and supports exceptional outcomes for patients, partners, and the business.

Culture Fit:

Strengthen Block Imaging’s mission of ‘People Matter’ by living our values of Integrity, Honor, and Growth. Make choices that foster our thriving mindsets and lead with our approach of Together, Thoughtful, and Transparent.

Schedule:

Monday-Friday 1:00PM-10:00PM EST

The first portion of the shift (1:00 PM–8:00 PM) is required to be worked onsite; the remaining hours (8:00 PM–10:00 PM) may be completed remotely.

Essential Job Duties:

• Serve as the primary point of contact for customers, delivering timely, professional, and empathetic support via phone, email, or electronic channels.
• Respond to service inquiries and issues with accuracy and care, ensuring customer questions are resolved efficiently or appropriately escalated.
• Coordinate with internal teams (service, sales, logistics, and operations) to ensure seamless communication and follow-through on customer needs.
• Document all customer interactions thoroughly and accurately in company systems to support continuity, reporting, and service excellence.
• Proactively manage follow-ups and service updates, keeping customers informed and building trust throughout the service lifecycle.
• Identify recurring service challenges or trends and communicate insights to leadership to support continuous improvement initiatives.
• Uphold company standards for professionalism, compliance, and customer experience, contributing to a positive and reliable service culture.
• Other duties as assigned.

Requirements

Role Competencies:

• Demonstrates empathy, professionalism, and clarity in all interactions, creating positive and confidence-building customer experiences.
• Effectively listens to customer needs, asks thoughtful questions, and resolves issues accurately or escalates appropriately.
• Maintains accurate, detailed documentation of customer interactions and service activities across internal systems.
• Efficiently manages multiple inquiries, follow-ups, and service requests in a fast-paced customer care environment.
• Works closely with internal teams (service, logistics, sales, and operations) to ensure seamless service delivery and follow-through.
• Remains calm, flexible, and solution-oriented when handling high call volumes, changing priorities, or challenging situations.
• Actively seeks feedback, learns from experience, and contributes ideas to improve processes and elevate service quality.

Experience and Education Requirements:

Preferred Experience

• Relevant experience in customer service, call center operations, healthcare support, or administrative roles may be considered in lieu of formal education.

Education (or equivalent experience)

• High school diploma or GED required.
• Post-secondary coursework or an associate’s degree in Business, Communications, Healthcare Administration, or a related field preferred.

Preferred Certifications

• N/A

Travel Requirements:

n/a

Physical and Environmental Requirements:

Team Members must be able to perform the essential functions of the position with or without reasonable accommodation. For questions, contact Human Resources.

This role may involve

• Ability to remain in a stationary position for extended periods.
• Frequent typing.
• Ability to communicate effectively, including speaking, hearing, and reading.
• Occasional movement within the office.
• Lift up to 10 pounds.
• Standard office setting with moderate noise level.
• Regular use of computers, phones.
• Work is primarily performed indoors in a climate-controlled environment.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

This job description is intended to describe the general nature and level of work being performed. It is not a contract. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. leadership reserves the right to assign or reassign duties and responsibilities at any time.

Block Imaging Parts & Service is an Equal Opportunity Employer

Block Imaging is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other legally protected status. Block Imaging is committed to providing reasonable accommodations to individuals with disabilities. If you need assistance during the application or interview process, please contact HR.