Customer Success Representative

JOB SUMMARYThe Customer Service Representative (CSR) serves as the first point of contact for MasVida Healthcare Solutions customers, including healthcare facility staff, patients, and internal teams. This role is responsible for managing inbound and outbound communications, resolving service requests, processing orders, and ensuring a timely and accurate response to all inquiries. The CSR plays a critical role in supporting patient care through responsive, courteous, and compliant service.JOB DUTIES & RESPONSIBILITIESAnswer incoming calls, emails, and messages from customers, accurately documenting all interactionsProcess orders, pickups, and service requests in the system in accordance with company SOPs and service level expectationsResolve basic service issues independently; escalate complex issues to the Customer Service Lead or Manager as neededCoordinate with logistics, operations, and sales teams to ensure timely delivery and issue resolutionVerify account details, patient information, and product needs to ensure order accuracy and complianceMaintain a working knowledge of company products, delivery timelines, and service policiesAssist in post-service follow-ups, satisfaction checks, or missing documentation outreachAdhere to HIPAA and all applicable healthcare service regulationsParticipate in department training and team meetingsContribute to a positive, respectful, and service-focused team cultureQUALIFICATIONS & KEY COMPETENCIES12 years of experience in a customer service role; healthcare or logistics background a plusStrong communication skills and professional phone etiquetteAbility to multitask, stay organized, and prioritize in a fast-paced environmentProficient in basic computer applications and order entry systemsDetail-oriented with a focus on accuracy and service qualityCalm and empathetic when handling customer concerns or complaintsTeam-oriented and willing to support others to meet departmental goalsMasVida Health Care Solutions is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other characteristic protected by applicable law. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.PIec8d3115341e-26289-39972061