International Customer Service Representative

IMG (International Medical Group); Princeton (NJ); On-site; USD 40,000 - 44,000; Full time

Benefits offered by this job

Onsite role in Princeton

Job summary

Assist America, a wholly owned subsidiary of International Medical Group, seeks an International Customer Service Representative to support members by managing cases from intake through resolution. You will liaise with internal teams, vendors, and service providers to resolve issues promptly, ensure SLAs, and maintain thorough documentation.

This onsite position at the Princeton, NJ office offers a fast-paced environment with rotating shifts, including nights and weekends, and requires strong

Qualifications

• Experience in case management or customer service.
• Strong organizational skills and attention to detail.
• Ability to manage multiple cases simultaneously.
• Excellent verbal and written communication.
• Willingness to work rotating shifts including nights/weekends.
• Background checks and drug screening required.

Responsibilities

• 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 SLAs.
• Track active cases to ensure timely resolution and provide updates to members and stakeholders.
• Prepare clear case summaries and deliver shift-change briefings to keep incoming staff informed.
• Assist team members and provide coverage, including overflow or urgent cases.
• Participate in team initiatives and departmental meetings as required.
• Perform additional duties as assigned.

Skills

Case management

Customer service

Operations coordination

Organizational skills

Multitasking

Communication

MS Office

Shift flexibility

Background checks

Drug screening

Tools

Microsoft Office

Job description

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

• 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

Key Responsibilities

• 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 escalation 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.

Qualifications

• 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.