20 Imagefirst Customer Service Jobs Hiring Near You

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/

We are seeking an experienced and dynamic Customer Service Representitve II to join our team in King of Prussia, PA. 

Schedule: Monday - Friday (Hybrid opportunity after 90 days of training!)

Hours: 9:00am - 5:30pm

Pay range: $20.00-$23.00/hour 

The Customer Support Agent is responsible for delivering an exceptional customer experience by serving as a key point of contact between customers, service teams, and internal departments. This role manages customer inquiries, resolves service concerns, coordinates solutions, and ensures customer needs are addressed with urgency, professionalism, and care.

The Customer Support Agent represents ImageFIRST by building strong customer relationships, providing timely communication, and partnering with internal teams to deliver reliable service. The ideal candidate is customer-focused, goal-oriented, detail-driven, and committed to creating a positive experience with every interaction.

Key Responsibilities

1. Customer Relationship Management

• Serve as the primary point of contact for customer inquiries and service-related requests.
• Build and maintain strong customer relationships through professional, responsive, and solution-focused communication.
• Listen actively to understand customer needs, concerns, and expectations.
• Demonstrate empathy and professionalism while managing customer interactions.
• Create positive customer experiences aligned with ImageFIRST's commitment to exceptional service.

2. Customer Support & Issue Resolution

• Manage approximately 25-30 customer calls and email communications daily while maintaining high-quality service.
• Identify customer needs, clarify information, research issues, and provide appropriate solutions or alternatives.
• Respond promptly to customer requests and follow through to ensure resolution.
• Escalate unresolved concerns appropriately and partner with service teams to drive timely solutions.
• Document customer interactions, requests, and resolutions accurately within the CRM system.

3. Cross-Functional Collaboration

• Act as a liaison between customers, field service teams, operations, and internal departments.
• Collaborate with service teams and business partners to address customer needs and improve service outcomes.
• Communicate customer feedback, trends, and recurring issues to appropriate teams.
• Support continuous improvement efforts by identifying opportunities to enhance the customer experience.

4. Customer Experience & Reporting

• Conduct outbound Net Promoter Score (NPS) surveys to gather customer feedback and measure satisfaction.
• Maintain accurate and complete customer records and communication history.
• Monitor customer concerns and trends to help improve service delivery.
• Support reporting and tracking activities related to customer satisfaction and service performance.

Key Competencies

ImageFIRST associates are expected to demonstrate our Core Values every day:

• Be Respectful: Value everyone 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.

Qualifications

Required Qualifications

• High school diploma or equivalent required.
• Minimum of three (3) years of customer service experience, including at least two (2) years in a call center or high-volume phone support environment.
• Strong customer service mindset with a commitment to customer satisfaction.
• Excellent verbal and written communication skills.
• Strong active listening skills with the ability to demonstrate empathy.
• Strong organization skills with the ability to prioritize multiple tasks.
• Ability to manage a high volume of customer interactions while maintaining accuracy and professionalism.
• Proficiency with Microsoft Office applications.

Preferred Qualifications

• Experience working with CRM systems or customer support platforms.
• Experience supporting healthcare, service, or operational environments.
• Experience in a hospitality or retail environment with significant customer-facing responsibility.
• Experience working collaboratively with multiple departments.

Key Performance Indicators (KPIs)

• Net Promoter Score (NPS) Program: Managing the NPS program with a focus on a high attempts-to-completion conversion rate.
• Call Abandonment: Managing call abandonment with a focus on an even distribution of 85% of all incoming calls amongst the team.
• Customer Follow-Up: Following up with customers to confirm resolution of their service needs and to offer additional customer support.
• Call Quality, Incoming Calls: Incoming calls are monitored for quality assurance against our company standards.
• Call Quality, Outgoing NPS Survey Calls: Outgoing calls conducted for NPS surveys are monitored for quality assurance against our company standards.

Physical Requirements

• Ability to sit for extended periods while working on a computer and telephone.
• Ability to communicate effectively through phone, email, and in-person interactions.
• Ability to use standard office equipment and computer systems.
• Ability to work in an office environment.

Reporting Structure

Reports To: Director of Customer ExperienceDirect Reports: None

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
• Paid Parental Leave
• 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.

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