Customer Service Representative

Join a Different Kind of Retail – One That Puts People First!

We’re excited to announce that this position will be located at our medical supply store, Solutions Medical Supply, located at 1419 North Main Street Blacksburg, VA 24060.

Solutions Medical Supply (SMS) is an established medical supply company dedicated to providing high-quality durable medical equipment (DME) and exceptional customer service to patients and healthcare providers in the New River Valley and beyond. We are committed to improving the lives of our community members by ensuring they have access to the medical equipment they need, with the support they deserve. Join our growing team and make a difference!

We offer a professional and supportive workplace with structured onboarding, clear expectations, and opportunities for growth. From the moment you apply, you’ll experience the difference in our hiring process — professional phone screenings**,** in-person interviews, and a welcoming orientation program designed to set you up for success.

Job Summary:

The Customer Service Representative (CSR) plays a pivotal role in ensuring a seamless experience for patients, healthcare providers, and other stakeholders by providing high-quality support related to durable medical equipment (DME). This includes processing orders, resolving inquiries, coordinating deliveries, and ensuring compliance with insurance and regulatory requirements. The CSR serves as the primary point of contact for customers, promoting satisfaction and trust in SMS’s products and services.

Required Skills/Qualifications:

• Excellent verbal and written communication skills.
• Strong problem-solving and organizational abilities.
• Detail-oriented and committed to accuracy.
• Ability to handle multiple tasks efficiently in a fast-paced environment.
• Proficiency in using healthcare and customer relationship management software (CRM – e.g. Brightree) and office tools.
• Ability to be proactive and provide outcome-based solutions for our physician referral sources and new/existing patient population.
• Ability to follow oral and written instructions.
• Ability to demonstrate professional and courteous customer service skills by generating timely responses to patients in person, over the phone, and/or through email.
• Ability to show empathy and patience in dealing with customers who may be experiencing health challenges.
• Ability to have positive interactions with internal and external customers, vendors, and staff while maintaining a positive attitude, team-oriented view, and a willingness to go above and beyond expectations.
• Ability to follow all local, state and federal laws, as well as company policies and procedures.

Education and Experience:

• Valid Virginia driver’s license and acceptable driving record with the ability to meet and maintain company insurability requirements.
• High school diploma or GED equivalent preferred.
• Knowledge of medical billing, insurance processes, or healthcare terminology is preferred, but not required.
• Experience with healthcare and customer information software (e.g., Bonafide) is preferred but not required.

This is a full-time position with an expected starting pay rate of $16.00/per hour. The anticipated work schedule will consist of working a combination of opening (9a -5p), closing (11a – 7p) and rotating weekend shifts.

Pay: From $16.00 per hour

Expected hours: No less than 40.0 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Parental leave
• Retirement plan

Experience:

• Customer Service : 1 year (Preferred)

Ability to Commute:

• Blacksburg, VA 24060 (Required)

Work Location: In person