Customer Service Representative Job at Robert Half (Rochester)

Job Description

We are seeking an experienced Customer Service Representative to support a high‑volume repair intake environment within the medical device space (endoscopy, sports medicine, and related products). This role is fully remote and requires working Pacific Standard Time hours. The ideal candidate has prior experience in a phone and email queue, strong customer communication skills, and comfort working in a fast‑paced virtual or call‑center environment.

Job Responsibility

Handle inbound and outbound calls through a round‑robin phone system (Genesis), supporting a high‑volume call queue with scheduled breaks for email work and personal time
Serve as the first point of contact for repair intake requests, including endoscopy and sports medicine equipment
Address customer inquiries, complaints, and repair‑related claims in a professional and efficient manner
Provide support for sales‑related activities, including promotions, installations, and purchase order processing
Accurately document customer interactions, repair requests, and case details in ServiceMax/Salesforce (SAP preferred)
Maintain compliance with consumer laws, internal procedures, and established service guidelines
Collaborate with internal teams to improve customer experience based on feedback and service trends
Monitor customer interactions to identify opportunities for process improvement and enhanced communication
Support repair supervisors and customer care teams by ensuring consistent, high‑quality service delivery

Requirements

Minimum 1–2 years of customer service experience, preferably in a call center or virtual environment
Proven experience working in a phone and email queue (autodialer experience strongly preferred)
Strong phone and email etiquette with the ability to communicate clearly and professionally
Experience handling calls, emails, and purchase orders
Familiarity with CRM systems such as ServiceMax and Salesforce
SAP experience is a plus
Ability to follow established procedures and manage daily tasks independently
Comfortable working Pacific Time hours (PST preferred)
No degree required

Nice to have

Experience supporting repair intake, customer care, or service operations
Exposure to medical devices, healthcare equipment, or regulated industries is a plus