Note: The job is a remote job and is open to candidates in USA. Infosoft, Inc. is hiring a Customer Service Scheduling Coordinator for its Healthcare Diagnostics division. The role manages customer and engineer communications, troubleshoots basic system issues, coordinates service dispatches and appointments, and plans field-resource allocation. The position also supports capacity planning, customer communications, software transitions, and training.
Responsibilities
- 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
Skills
- • 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
- • You have good PC skills (MS Office software like Word, PowerPoint, Excel, and Outlook)
- • 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
- Conflict management skills, the ability to handle difficult conversations, critical thinking, dispatch experience, and self-starter
- BA degree is preferred, with
- BA degree is preferred
- • Customer-facing experience is preferred
- LEAN/6 Sigma methodology is a plus but not required
Benefits
- Remote work, requiring up to approximately 6 weeks of on-site training in Cary, NC, initially
Company Overview
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