Customer Support / Service Advocate

XDR Radiology Los Angeles, CA
  • Depends on experience
  • Full Time
  • Employer Likely to Respond

We’re looking for a Customer Support Advocate who has lead experience with small, tight-knit teams, but still loves working directly with clients. This recent real testimonial is the kind we like to see about our Customer Support Advocates:


“[Customer Support] received a call from Dr. D today who wanted to express his gratitude for J…  He says that it’s not just the fact that J solved the problem, but he could tell J wanted to help.  He said J took the initiative to follow up and he didn’t even have to think about it, which was a big weight off his shoulders, as he has other things to worry about.”


Customer Care and Support Duties include: 

  • Manage incoming calls, emails, and web requests with accuracy and friendliness 
  • Make outbound follow-up calls per customer requests and business requirements
  • Manage all assigned tasks (email, fax, and complaint follow-ups) promptly and efficiently
  • Proactively identify customer needs 
  • Build sustainable relationships and trust with customers through open and interactive communication
  • Provide accurate and complete information by using the right tools
  • Meet both individual and customer support team metrics for call handling and task management
  • Appropriately escalate issues as needed
  • Cross-train in shipping and other processes as needed 

Key Attributes:

  • Ability to deliver world-class customer service 
  • Friendly!
  • Adheres to procedures, but questions them when appropriate
  • Seeks improvement in existing practices and procedures
  • Ability to show empathy and remain professional at all times
  • Excellent communication and active listening skills
  • Ability to “talk and doc” (document the call while having a conversation)
  • Proficient in multi-tasking while retaining accuracy
  • Comfortable with assisting with team growth as well as performing the hands-on duties of a customer service representative


  • Minimum 3 years in a customer service role with multi-tasking responsibilities
  • Familiarity using CRM systems and practices 
  • Familiarity with queue-based phone systems
  • Competence with MS Office Suite
  • Small team leadership and mentoring experience a plus


  • 2 weeks annual PTO plus paid holidays
  • Health insurance with POP and HRA tax-advantaged plans
  • 401(k) with profit sharing contributions
  • Free snacks, catered payday lunches, excellent area restaurants
  • Company-provided parking


If you respond to this posting, please include  a short description about the trickiest customer service issue you experienced and what you did about it. Cover letters are an excellent choice as well.


XDR Radiology is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.


XDR Radiology will consider for employment all qualified applicants in a manner consistent with the requirements of the Fair Chance Initiative for Hiring Ordinance.


Keywords: Customer Service Rep Representative

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