Note: The job is a remote job and is open to candidates in USA. Infosoft, Inc. is seeking a Customer Service Coordinator for their Healthcare Diagnostics division. The role involves managing customer interactions, troubleshooting issues, and coordinating service operations to ensure effective deployment of resources and customer satisfaction.
Responsibilities
- Answer and manage customer and engineer phone calls (non–call center environment)
- Troubleshoot system or application issues and provide basic support
- Coordinate service by transferring calls to technical support and dispatching engineers
- Assist with ordering equipment and managing notifications related to system issues
- Navigating complex discussions with customers when scheduling appointments
- Management and application of prioritization logic that aligns with customer commitments
- Owning the deployment of field resources, the decision maker coordinates with field management, displaying strong influencing & collaborative skills
- Support transition to new software platforms and complete associated training
- Owning the E2E planning for the allocation and deployment of field resources in a highly dynamic environment
- Applying critical thinking skills to ensure the consistent delivery of customer commitments while optimizing the utilization of field resources
- Owning customer communications E2E for all service events
- Manage capacity planning to meet cyclical demand, ensuring delivery of customer commitments
Skills
- Conflict management skills
- Ability to handle difficult conversations
- Critical thinking
- Dispatch experience
- Self-starter
- Proficiency in software applications such as Microsoft Outlook, Word, and Excel
- Reliable and adaptable, especially for after-hours scheduling
- Proficiency in Excel, SAP, and the Magellan Genesis phone system
- Support for service engineers and strategic partners
- Strong communication skills, both verbal and written, are necessary to effectively communicate with customers, internal partners, and diverse audiences
- Self-motivated, high level of initiative, and embraces an ownership culture
- Good PC skills (MS Office software like Word, PowerPoint, Excel, and Outlook)
- 15% Travel annually for continuous training & education
- Strong multitasking, critical thinking, and problem-solving abilities
- Ability to quickly learn new systems and processes
- BA degree is preferred
- Customer-facing experience is preferred
- LEAN/6 Sigma methodology is a plus but not required
- Experience or knowledge of business in the United States preferred
Benefits
- Remote (requires up to ~6 weeks of onsite in Cary, NC, training initially)
- 15% Travel annually for continuous training & education
Company Overview
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