What are the responsibilities and job description for the Customer Service Representative / Front Desk Coordinator position at Medacure?
About the role
Medacure, a durable medical equipment supplier serving business customers nationwide, is looking for a personable, upbeat Customer Service Representative to be the friendly first point of contact for our company. This is a multi-faceted role for someone who thrives on juggling priorities, stays calm under pressure, and takes pride in fast, professional service.
What you'll do
- Reception / phones: Answer incoming calls as the welcoming voice of Medacure — warm, patient, and professional with every caller.
- Support ticket monitoring: Keep an eye on our Zendesk support queue, making sure every new ticket gets an initial response within 10–15 minutes. Flag and escalate urgent issues, and route tickets to the right team member so nothing slips through the cracks.
- Order inbox management: Monitor our incoming orders email, and forward each manual order to the correct person for processing based on the customer and products involved.
What we're looking for
- A genuinely positive attitude and a lot of patience — this is our #1 priority.
- Several years of customer service experience.
- Hands-on experience with a customer service / help desk ticketing software is required (Zendesk, Freshdesk, Zoho Desk, Salesforce Service Cloud, or similar). Zendesk experience is a strong plus.
- Experience with an ERP system is a strong plus and will help you hit the ground running.
- Clear, professional verbal and written English communication.
- Strong multitasking and organizational skills; comfortable managing several responsibilities at once.
- Reliable, detail-oriented, and able to work on-site in Kenilworth, NJ.
Benefits
- Paid time off (PTO)
- Consistent weekday schedule, no weekends
Medacure is an equal opportunity employer.
Pay: $22.00 - $24.00 per hour
Benefits:
- Paid time off
Experience:
- Customer service: 3 years (Required)
- help desk ticketing software: 2 years (Required)
- ERP systems: 1 year (Preferred)
- Zendesk: 1 year (Preferred)
Work Location: In person
Salary : $22 - $24