Customer Service Representative

Kelly Services • Newport News, VA • 4h ago

Hourly Pay: $23.15/hr

Location: Newport News, VA

About the Opportunity

Kelly Services is seeking an experienced Customer Service Representative for a critical role supporting our sales and customer relations teams in the medical technology industry. This position focuses on providing exceptional customer service support for sales, promotions, installations, and communications, while ensuring fair and effective resolution of claims and complaints in accordance with consumer laws and company guidelines.

Key Responsibilities

Validate & Bill Product Usage

Validate accuracy of incoming surgery product usage cases.

Support sales reps in resolving product usage discrepancies.

Build relationships with hospital billing specialists; respond to product usage questions and accelerate billing process.

Follow up on purchase orders and clarify billing discrepancies.

Sales & Customer Support

Build and maintain positive relationships with sales reps, hospital contacts, and clients.

Support sales requests for product/case information; determine when sales support requires escalation.

Communicate proactive updates on order status and product availability.

Ensure timely delivery of hospital-requested products and communicate back orders effectively.

Complaint Resolution & Documentation

Solve customer complaints and document them in the CRM system.

Maintain records of customer interactions and transactions, including details of inquiries, complaints, comments, and actions taken.

Process Improvement & Quality Initiatives

Develop and implement organization-wide initiatives to inform and educate customers.

Respond to customer surveys with improvement plans.

Support quality and continuous process improvement initiatives.

Maintain accurate inventory and billing records in ERP systems.

Requirements

Education & Experience

High school diploma required; additional education in a related field preferred.

Minimum of 2 years' experience in customer service, sales support, or a relevant field.

Experience with ERP systems, CRM platforms, and billing processes in a healthcare or medical environment is a plus.

Skills & Attributes

Excellent communication and interpersonal skills.

Detail-oriented, goal-focused, and process-driven.

Ability to develop creative solutions, simplify processes, and work collaboratively across teams.

Comfortable working within defined guidelines and procedures.

Why Kelly Services?

Join a team committed to improving healthcare outcomes.

Work in an inclusive, collaborative environment.

Competitive compensation and benefits available.

How to Apply:

If you're passionate about customer service, thrive in a fast-paced environment, and enjoy problem-solving, we'd love to hear from you! Apply today through Kelly Services.

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here (https://www.mykelly.com/help-support-working-with-kelly-us/#Benefits) for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

Trust the office staffing pioneer.

Finding the right job isn't always easy. Kelly ® Professional & Industrial takes the guesswork out of your job search by connecting you with great opportunities that work for you. That means your schedule, your interests, and your career plan. In fact, our company created the staffing industry with the goal of connecting people with great office jobs-so you could say we're pretty good at it!

About Kelly

Work changes everything. And at Kelly, we're obsessed with where it can take you. To us, it's about more than simply accepting your next job opportunity. It's the fuel that powers every next step of your life. It's the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life-just ask the 300,000 people we employ each year.

Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly's Human Resource Knowledge Center. Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment.

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