Customer Service Coordinator (dispatch technician

Here are the job position details for your review:

Job Title:

Customer Service Coordinator (2nd Shift)

Pay Rate: $30 to $33.50/Hr

Duration:
12 Months

Job Requisition:
SJP

Location:

Remote (require up to ~1 month of onsite in Cary, NC training initially)

Shift timing:
2nd Shift - 3 PM to 12 AM Eastern time

Note
:
This position may include late-night/3rd shift coverage and one weekend day based on requirements.

This position is for the Healthcare Diagnostics division.

We are looking for a Customer Service Coordinator (2nd Shift)

This is a role well-suited to an ambitious professional looking for the next step in their career. As a Customer Service Coordinator
, you will be responsible for:

• 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 is the decision maker,
  coordinates with field management
  , displaying strong influencing and 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.

Requirements:

• BA degree is preferred with conflict management skills, ability to handle difficult conversations, critical thinker,
  dispatch experience, and self-starter.
• Proficiency in software applications such as Microsoft Outlook, Word, and Excel
  .
• Strong multitasking, critical thinking, and problem-solving abilities.
• Ability to quickly learn new systems and processes.
• Reliable and adaptable, especially for after-hours scheduling.
• Proficiency in Excel
  , SAP
  , and the Magellan Genesis phone system.
• Support to 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-starter, self-motivated, high level of initiative, and embraces an ownership culture.
• Customer-facing experience is preferred.
• You have good PC skills (MS Office software like Word, PowerPoint, Excel, and Outlook)
• LEAN/6 Sigma methodology is a plus but not required.
• Experience or knowledge of business in the United States preferred.
• 15% Travel annually for continuous training and education.