Customer Services Support Operator

Here are the job details for your review:

Job Title: Customer Services Support Operator

Location: Cary NC 27511

Duration: 12 months

Shift Hours: Start time between 7-11

Description/Position Summary:

• This individual will effectively deploy resources within the service organization to ensure service activities are appropriately aligned with contractual agreements, directing large teams in the completion of highly variable work streams, while reducing potential scheduling conflicts which may delay resolution.
• They are accountable for delivering world-class customer experience by providing 24/7 support, and responsible for the timely and accurate scheduling of service events by properly communicating and managing time sensitive workload.
• This role will report to the Zone Operations Manager and will be part of a team focused on customer success.
• Coordinators are often the first point of contact for customers and must deliver ETAs, clarify service expectations, and manage escalations professionally.
• The role involves dynamic prioritization and re-scheduling based on field conditions.
• Dispatching is a high-pressure environment. Candidates should show resilience, empathy, and the ability to collaborate with field engineers, customer service teams, and leadership
• 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.
• 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 & collaborative skills.
• Manage capacity planning to meet cyclical demand ensuring delivery of customer commitments.
• Ability to utilize problem solving skills when reprioritizing activities and resources to meet the requirements of a highly dynamic environment.
• Coordinators must manage multiple notifications and prioritize based on urgency, contract type, and customer impact.
• Candidates should demonstrate the ability to interpret priority scores, effect codes, and contract deliverables to make informed decisions. We will provide training to for specific process.

Experience:

Required Knowledge/Skills, Education, and Experience:

• 2-5 years’ experience in a customer relationship related role, in a fast-paced environment
• Familiarity with dispatching platforms (e.g., CAD, Microsoft Suite) and the ability to interpret system-generated data (e.g., workload, proximity, credential restrictions) is key.
• Candidates should be comfortable navigating dashboards and using structured data to guide decisions.
• Positive attitude and passion for customer service.
• Successfully manage competing priorities while achieving key performance indicators and maintaining a high level of quality
• Experience communicating ideas and rationale to internal teams and customers.
• Must have excellent interpersonal skills, interact favorably with others and skilled at maintaining positive relationships while working to resolve problems and maintaining a high level of professional integrity.
• Excellent organizational skills with an ability to manage time and prioritize based on impact and criticality of customer issue.
• Strong PC skills (MS office software like Word, PowerPoint, Excel and Outlook)

Preferred Knowledge/Skills, Education, and Experience:

• Ability to professionally investigate and respond to requests in a timely manner
• Strong communication skills and are adaptable to change
• Ability to think at a high level and apply business concepts.
• Experience to anticipate customer needs.
• A history of acting as a collaborative team player with cross-functional teams.
• An interest in solving problems that don’t have obvious solutions.

Education:

Associate degree or equivalent experience required