Customer Service Scheduling Coordinator

Job Title: Customer Service Scheduling Coordinator

Pay Rate: $33.50/Hr

Duration: 12 Months

Location: Remote (requires up to ~6 weeks of on-site training in Cary, NC, initially)

Shift timings: 8:30 am - 5:30 pm | 9:00 am - 6:00 pm | 10:00 - 7:00 pm

This position is for the Healthcare Diagnostics division.

We are looking for a Customer Service Coordinator

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:

• Answering and managing 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.
• Navigate complex discussions with customers when scheduling appointments.
• Manage and apply 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.

Requirements:

• BA degree is preferred, with conflict management skills, the ability to handle difficult conversations, critical thinking, dispatch experience, and 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-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 & education.
• Strong multitasking, critical thinking, and problem-solving abilities.
• Ability to quickly learn new systems and processes.