Find & Apply For Customer Service Representative Jobs in Fort Lee, New Jersey

Position Summary Ray America is seeking a highly organized, customer-focused Customer Care Specialist / Dispatcher to support our Customer Service operations and Dealer Technical Training Program. This role serves as a critical communication hub between customers, dealerships, technicians, and the Customer Service team. The ideal candidate will proactively monitor customer inquiries, service requests, and internal communications to ensure every customer issue is acknowledged, assigned, and resolved promptly. This position will also oversee technician certification compliance by coordinating dealer training activities and ensuring dealership technicians complete Ray's required training program before performing equipment installations or service work. Essential Duties and Responsibilities Customer Service Operations Monitor Customer Service team communications, including Microsoft Teams channels and chats, to ensure all customer inquiries, service requests, and internal escalations receive timely responses. Track open service tickets and follow up with Customer Service Technicians to ensure issues are progressing toward resolution. Escalate urgent customer issues that have not been addressed within established response times. Maintain visibility of all active customer cases and ensure no requests are overlooked. Document customer interactions and service activities accurately in company systems. Call Monitoring and Dispatch Support Monitor incoming Customer Service phone lines and call queues to ensure calls are answered promptly and professionally. Coordinate with Customer Service Technicians regarding technician availability and workload. Serve as the initial point of contact when technicians are unavailable. Gather customer information, summarize technical concerns, create service records, and arrange callbacks when necessary. Dispatch service requests to the appropriate technician based on priority, location, and expertise. Follow up to confirm customers receive timely callbacks and updates. Customer Satisfaction & Follow-Up Contact customers after service completion to verify that issues have been resolved satisfactorily. Conduct customer follow-up calls and surveys to measure customer satisfaction. Identify recurring customer concerns and communicate trends to management. Escalate unresolved customer complaints to management for further review. Help maintain exceptional customer service standards and customer retention. Dealer Technician Training Coordination Coordinate and administer Ray's Dealer Technician Training Program. Track dealer and technician enrollment, training progress, certification status, and completion requirements. Proactively communicate with dealerships to ensure technicians complete required training prior to performing installations, maintenance, or repairs on Ray equipment. Maintain accurate certification records and training documentation. Schedule training sessions, training reminders, and certification renewals as required. Generate training compliance reports for management. Administrative Support Prepare reports regarding ticket response times, customer satisfaction metrics, technician certification status, and training compliance. Assist with customer service process improvements and workflow enhancements. Support departmental projects and other administrative duties as assigned. Qualifications Required Associate degree or equivalent work experience. 2+ years of experience in customer service, dispatching, service coordination, call center operations, or customer support. Strong organizational and multitasking skills. Excellent verbal and written communication skills. Ability to manage multiple priorities in a fast-paced environment. Proficiency with Microsoft Office 365 applications. Experience using Microsoft Teams, CRM systems, ticketing systems, or service management software. Strong attention to detail and follow-through. Preferred Experience supporting technical service, field service, medical device, healthcare technology, dental imaging, or equipment service organizations. Dispatching or service coordination experience. Training coordination or certification tracking experience. Bilingual English/Spanish preferred. Key Competencies Customer Focus Communication Skills Organization & Time Management Problem Solving Accountability Attention to Detail Follow-Up & Follow-Through Team Collaboration Service Coordination Conflict Resolution Physical Requirements Ability to remain seated and work on a computer for extended periods. Ability to communicate effectively by phone, email, video conference, and messaging platforms. What We Offer Comprehensive benefits including 100% employer-paid medical, dental, and vision insurance for employees and their families Company-paid Short-Term Disability (STD) and Long-Term Disability (LTD) coverage Flexible Spending Account (FSA) and Health Savings Account (HSA) options 401(k) retirement plan with company matching contributions Paid Time Off (PTO), Sick Leave, and Company-Paid Holidays Professional accounting, ERP, and process improvement training opportunities Ongoing professional development and career growth opportunities Exposure to a growing international healthcare technology organization Collaborative, team-oriented workplace culture The opportunity to build a long-term career with a growing healthcare technology organization Why Join Ray America? At Ray America, you'll be part of a company that is helping transform healthcare through advanced imaging technology. We value integrity, teamwork, innovation, and continuous improvement. This position offers the opportunity to make meaningful contributions to our Finance organization while developing your professional skills and advancing your career in a growing global company. Ray America is an Equal Opportunity Employer and values diversity in the workplace.

Pay:

$19.52 - $23.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Health insurance On-the-job training Paid time off Referral program Vision insurance Work from home

Work Location:

In person