Customer Care Representative

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.

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.