Customer Service Representative II, ImageFIRST Healthcare Laundry Specialists, PA, US

Overview

Founded in 1967, ImageFIRST® is the largest and only national linen rental and laundry service specializing in the healthcare market. Acquired by private equity firm Calera Capital in 2018, ImageFIRST serves medical facilities nationwide providing linen, patient gowns, scrubs, and more while managing their clients’ linen inventory for cost management. As leaders in infection prevention, they currently own and operate the most HLAC-accredited facilities in the industry. With one of the highest customer retention rates in the industry – 97% – ImageFIRST is dedicated to improving patient satisfaction and making staff happy with our white glove service!

Check out our company page: https://www.imagefirst.com/company/

Responsibilities & Qualifications

The Customer Service Representative II will bring critical thinking, initiative, and ownership. Serves as a key liaison between our company and our customers, handling escalated issues, identifying service gaps, and driving resolutions that improve the customer experience. This is not an entry-level position—we’re seeking someone who can work independently, juggle competing priorities, and thrive in a fast-paced, team-oriented environment.

Pay range: $23.00 - $25.00

Hybrid Schedule : Monday - Friday (in office)*

*1day/week remote after 90 day training

8:30am - 5:00pm

Key Responsibilities:

• Serve as the primary point of contact for customers within a defined territory, responding quickly and professionally via phone, email, and internal platforms. Handling approx. 20-30 calls and 15-30 emails per day.
• Maintain detailed and accurate records of all customer communications in the CRM system.
• Collaborate closely with field service teams to translate customer needs into actionable service requests with clear expectations and deadlines.
• Take ownership of complex customer issues, including billing discrepancies, service interruptions, and account adjustments, ensuring they’re thoroughly resolved and documented.
• Track trends and recurring challenges, contributing proactive recommendations for process improvement and greater service efficiency.
• Provide insights and feedback to Regional Vice Presidents to help improve customer experience and operational processes.
• Work closely with fellow Customer Service Representatives to ensure consistent service coverage, share knowledge, and meet individual and team-based Key Performance Indicators (KPIs).
• Mentor and assist in onboarding new team members by sharing expertise, guiding on best practices, and modeling service excellence.

Qualifications:

• High school diploma required; associate or bachelor’s degree strongly preferred
• 2–4 years of experience in a customer service role, ideally in a service-focused or logistics-driven industry.
• Track record of handling escalated or complex customer issues with professionalism and skill.
• Clear and confident communicator both written and verbal.
• Experience in CRM platforms and Proficient in Microsoft Office applications, including Excel and PowerPoint, with intermediate-level experience
• Strong time management skills with the ability to effectively prioritize and manage multiple tasks in fast-paced environments.

Company Values & Benefits

Required Competencies:

• Be Respectful: Value all we come in contact with
• Be Remarkable: Create a positive moment with every interaction
• Be Safe: Keep ourselves and those around us safe
• Be Honest: Be guided by truthfulness in all we do

Benefits:

• Weekly pay
• Medical, Dental, Vision
• Pet, Legal, and Hospital Indemnity Insurance
• 401k (match)
• Paid Time Off Package
• Tuition Reimbursement
• Referral Program
• Great company culture
• Collaborative team environment

EOE / Drug-Free Workplace

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by applicable law.  We are fueled by the talent, passion, and diversity of our associates.