Customer Service Scheduler (3rd Shift)

Job Title: Customer Service Scheduler (3rd Shift)

Pay Rate: $30 to $33.65/Hr

Duration: 12 months

Location: Remote (Initially 6 Weeks Onsite in Cary, NC for training)

Work Schedule: 3rd Shift: 11 PM to 8 AM (Weekends included - Saturday and/or Sunday - 2 Weekdays off)

This position is for the Healthcare Diagnostics division.

We are looking for a Customer Service Scheduler (3rd Shift). The first 6 weeks will be onsite training with shadowing, and thereafter, it will be a remote position. Training-related travel expenses will be paid.

• You own the E2E planning for allocating and deploying field resources in a highly dynamic environment, supporting service engineers and strategic partners
• You apply critical thinking skills to consistently deliver customer commitments while optimizing the utilization of field resources.
• You own customer communications E2E for all service events.
• You navigate complex discussions with customers when scheduling appointments.
• You manage and apply prioritization logic that aligns with customer commitments.
• You own the deployment of field resources, are the decision maker, coordinate with field management, and display strong influencing and collaborative skills.
• You manage capacity planning to meet cyclical demand, ensuring delivery of customer commitments.
• You utilize problem-solving skills when reprioritizing activities and resources to meet the requirements of a highly dynamic environment.

Must-Have Skills :

• Critical thinking and conflict resolution
• Active listening and clear communication in English
• Empathy and understanding of customer needs
• Proficiency in Excel, SAP, and the Magellan Genesis phone system
• Self-starter with strong organizational skills
• Ability to handle difficult conversations and dynamic workloads

Requirements:

• A Bachelor’s degree
• A couple of years of customer care experience, including dispatch experience (Not looking for a Call center background).
• Proficiency in Excel, SAP, and the Magellan Genesys phone system
• Good PC skills (MS Office software like Word, PowerPoint, Excel, and Outlook)
• Conflict resolution , Critical thinking, Active listening, Communication, clear and proficient in English, Empathy, and understanding of customer needs
• 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
• Experience in a medical device or healthcare environment preferred
• Reliable Internet capabilities are required
• Support with service engineers and strategic partners
• Multi-tasking required