Customer Service Representative II

PDC; Salt Lake City (UT); On-site; USD 25,000 - 39,000; Full time

Job summary

PDC Healthcare seeks an experienced, autonomous Customer Service Representative II to champion the customer experience for high-value accounts. The role handles complex requests across phone, email, and chat in a fast-paced setting, and ensures regulatory compliance from order to delivery.

Based at the Murray, UT office, you will lead advanced order administration, cross-department coordination, and mentor teammates to elevate service quality.

Qualifications

• Advanced order processing and handling of high-volume, multi-channel requests.
• Experience with regulatory forms and compliance guidance.
• Ability to coordinate with cross-functional teams to resolve issues.
• Mentor and onboard new customer service representatives to improve team performance.

Responsibilities

• Validate and process high-volume, multi-channel orders.
• Guide customers through local, state, and federal forms required for transactions.
• Investigate billing issues and provide product design input where appropriate.
• Collaborate with internal departments to gather technical specs and resolve issues.
• Mentor incoming representatives to support team goals.

Skills

Advanced order processing

Multi-channel support

Regulatory compliance

Mentor/coach

Tools

CRM systems

Billing software

Job description

Description

PDC Healthcare enables connected care from admission to discharge with end-to-end identification solutions, including printers, barcode scanners, wristbands, labels and software that work seamlessly with health system EHRs. PDC solutions accurately identify patients, clinicians, medications, specimens, and more throughout the continuum of care to enhance efficiency, reduce errors, control costs, and satisfy regulatory requirements.

PDC:

PDC also provides identification solutions to hospitality, entertainment and event markets to identify people, control access, and streamline operations and efficiency. PDC is powered by Brady- a global provider of interconnected identification solutions at scale.

We are looking for an experienced, autonomous, and tech-savvy Customer Service Representative to champion our customer experience. In this role, you will act as a primary advocate for our highest-value accounts and a critical anchor for our team. We need someone who thrives in a fast-paced environment and excels at navigating complex technical requests, multi-channel queues, and regulatory requirements. This role is on-site our Murray, UT office location.

Qualifications

As a Level II representative, you will handle advanced problem-solving, manage end-to-end order processing, and serve as a cross-functional coordinator. You will also step into a leadership mentality by helping elevate the rest of the team.

Daily Responsibilities Include:

• Advanced Order Administration: Validating and processing high-volume, multi-channel requests (phone, email, and digital chat) for complex new orders, custom quotes, samples, and pricing adjustments.
• Compliance Guidance: Assisting customers in the thorough completion of specialized local, state, and federal forms required for proper transaction recording.
• Complex Problem Resolution: Independently investigating root causes of customer friction, troubleshooting sophisticated billing/credit issues, and offering foundational product design recommendations.
• Cross-Department Coordination: Collaborating directly with internal departments to gather technical specifications or resolve systemic issues on behalf of the customer.
• Peer Mentorship: Taking an active role in orienting, training, and mentoring incoming customer service representatives to support team goals.

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