What are the responsibilities and job description for the International Customer Service Representative position at IMG (International Medical Group)?
This position is offered by Assist America, a wholly owned subsidiary of International Medical Group.
Job Description
The International Customer Service Representative supports members and clients by managing and coordinating cases from intake through resolution, ensuring a high standard of customer service and operational efficiency. This role serves as a primary point of contact, liaising with internal teams, vendors, and service providers to resolve issues promptly, accurately, and with care. They ensure cases are managed according to established protocols and service level agreements while providing timely updates and maintaining thorough documentation.
Job Details
Job Description
The International Customer Service Representative supports members and clients by managing and coordinating cases from intake through resolution, ensuring a high standard of customer service and operational efficiency. This role serves as a primary point of contact, liaising with internal teams, vendors, and service providers to resolve issues promptly, accurately, and with care. They ensure cases are managed according to established protocols and service level agreements while providing timely updates and maintaining thorough documentation.
Job Details
- This position is onsite at our office location in Princeton, New Jersey
- Compensation is $20 / hour
- This is a 24/7/365 operational environment with rotating shifts that include nights and weekends
- Manage cases from intake to resolution, ensuring timely follow-up.
- Respond to member and client inquiries, providing clear guidance and timely solutions.
- Coordinate with internal teams, vendors, and service providers to resolve issues efficiently.
- Monitor case progress and document activities in case management systems.
- Assess situations and escalate issues according to protocols and service level agreements.
- Track active cases to ensure timely resolution and provide updates to members and stakeholders.
- Prepare clear case summaries and deliver thorough, collaborative shift‑change briefings to keep incoming staff fully informed.
- Assist team members and provide coverage, including handling overflow or urgent cases.
- Participate in team initiatives and departmental meetings as required.
- Perform additional duties as assigned.
- Experience in case management, customer service, or operations coordination.
- Strong organizational skills and attention to detail.
- Ability to manage multiple cases simultaneously.
- Excellent verbal and written communication skills.
- Calm and professional under pressure in a fast-paced environment.
- Proficiency with Microsoft Office or similar software suites.
- Flexibility to work rotating shifts, including nights and weekends.
- Required background checks and drug screening.
Salary : $20