Customer Success Representative

The 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 & RESPONSIBILITIES

Answer incoming calls, emails, and messages from customers, accurately documenting all interactions Process orders, pickups, and service requests in the system in accordance with company SOPs and service level expectations Resolve basic service issues independently; escalate complex issues to the Customer Service Lead or Manager as needed Coordinate with logistics, operations, and sales teams to ensure timely delivery and issue resolution Verify account details, patient information, and product needs to ensure order accuracy and compliance Maintain a working knowledge of company products, delivery timelines, and service policies Assist in post-service follow-ups, satisfaction checks, or missing documentation outreach Adhere to HIPAA and all applicable healthcare service regulations Participate in department training and team meetings Contribute to a positive, respectful, and service-focused team culture

QUALIFICATIONS & KEY COMPETENCIES 1-2

years of experience in a customer service role; healthcare or logistics background a plus Strong communication skills and professional phone etiquette Ability to multitask, stay organized, and prioritize in a fast-paced environment Proficient in basic computer applications and order entry systems Detail-oriented with a focus on accuracy and service quality Calm and empathetic when handling customer concerns or complaints Team-oriented and willing to support others to meet departmental goals MasVida 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.