Customer Service Coordinator (dispatch technician)

Infosoft, Inc.; Cary (NC); Hybrid; USD 41,328 - 46,149; Full time

Job summary

Infosoft, Inc. is seeking a Customer Service Coordinator for the 2nd Shift from 3 PM to 12 AM. This remote position requires up to a month of onsite training in Cary, NC.

The role involves managing customer inquiries and coordinating with service engineers, while ensuring delivery of customer commitments. Candidates should possess strong communication skills, critical thinking abilities, and proficiency in Microsoft Office.

A BA degree is preferred along with a self-starter attitude and experience in customer-facing roles.

Qualifications

• BA degree is preferred with conflict management skills, ability to handle difficult conversations.
• Proficiency in software applications such as Microsoft Outlook, Word, and Excel.
• Strong multitasking, critical thinking, and problem-solving abilities.

Responsibilities

• Answer and manage customer and engineer phone calls.
• Troubleshoot system or application issues and provide basic support.
• Assist with ordering equipment and managing notifications related to system issues.

Skills

Conflict management

Critical thinking

Strong communication skills

Self-starter

Multitasking

Problem-solving

Proficiency in Excel

Customer-facing experience

Education

BA degree

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

SAP

Magellan Genesis phone system

Job description

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: SJP00023794

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.