Customer Service Representative

About the role

Craniometrix is hiring a Customer Service Representative to strengthen customer resolution across non-clinical dementia-care navigation and Medicare GUIDE support for patients, families, caregivers, and providers. The role ensures every handoff shows what is complete, what is pending, and who owns the next step.

Responsibilities

• Own the Customer Service Representative workflow by reviewing available case history before responding.
• Coordinate resolution of routine issues within approved authority.
• Document commitments and next actions for clear follow-up.
• Maintain workflow by escalating complex cases with sufficient context for the next owner.
• Track and handle assigned customer or client requests.

Role Outcome: Quality is visible when customer resolution is accurate enough for others to act on and unresolved items are documented rather than guessed.

Requirements

• Use Customer Service practices confidently in dementia care navigation support.
• Apply Issue Resolution without losing track of exceptions, owners, or deadlines.
• Document Service Recovery decisions clearly for teammate follow-up.
• Use sound judgment around Customer Experience, especially when escalation is required.

Schedule

Full-time, 100% remote within the United States.

Pay

Base salary: $38,000–$52,000 per year.