What are the responsibilities and job description for the Call Center Representative position at Strata Skin Sciences?
Company Description STRATA Skin Sciences is a medical technology company focused on developing, commercializing, and marketing advanced solutions for in-office treatment of dermatologic conditions. Backed by decades of experience, the company offers an expanding portfolio of best-in-class skin science technologies. STRATA partners with healthcare providers to advance treatment options for life-altering skin conditions, including psoriasis, vitiligo, and atopic dermatitis. The organization emphasizes innovation, clinical effectiveness, and strong provider relationships to improve patient outcomes. Team members join a mission-driven environment at the intersection of technology and dermatologic care.
Role Description This full-time remote Call Center Representative role is responsible for delivering responsive, high-quality customer support to patients, providers, and office staff. Daily tasks include answering inbound calls, responding to inquiries about products, services, and treatment support, and resolving basic technical or service issues using established guidelines. The role involves documenting all customer interactions in the appropriate systems, maintaining accurate records, and following up on open cases to ensure resolution and customer satisfaction. The Call Center Representative will provide clear, empathetic communication, escalate complex issues to the appropriate teams, and adhere to performance metrics such as call quality, response time, and resolution rates. This position requires consistent collaboration with internal departments to address customer needs and uphold STRATA’s service standards.
Qualifications
Role Description This full-time remote Call Center Representative role is responsible for delivering responsive, high-quality customer support to patients, providers, and office staff. Daily tasks include answering inbound calls, responding to inquiries about products, services, and treatment support, and resolving basic technical or service issues using established guidelines. The role involves documenting all customer interactions in the appropriate systems, maintaining accurate records, and following up on open cases to ensure resolution and customer satisfaction. The Call Center Representative will provide clear, empathetic communication, escalate complex issues to the appropriate teams, and adhere to performance metrics such as call quality, response time, and resolution rates. This position requires consistent collaboration with internal departments to address customer needs and uphold STRATA’s service standards.
Qualifications
- Customer-facing background with experience as a Customer Service Representative or in similar customer contact roles.
- Strong focus on Customer Satisfaction and a commitment to delivering a positive, solution-oriented experience.
- Excellent Interpersonal Skills, including active listening, clear verbal communication, and professional telephone etiquette.
- Customer Support capabilities, including handling inquiries, troubleshooting basic issues, and escalating when appropriate.
- Solid Computer Literacy, including comfort working with CRM or ticketing systems, email, and common office software.
- Ability to work effectively in a remote environment, manage time well, and maintain reliability in attendance and performance.
- High school diploma or equivalent required; additional education or training in healthcare, customer service, or related fields is a plus.
- Prior experience in a medical, healthcare, or medical device setting is beneficial but not required.
- Strong problem-solving skills, attention to detail, and the ability to follow documented procedures and compliance requirements.