Overview
Customer Support Coordinator (Dispatching) Jobs in North Carolina, United States at Infosoft, Inc.
Title: Customer Support Coordinator (Dispatching)
Company: Infosoft, Inc.
Location: North Carolina, United States
Here are the job position details for your review:
Job Title: Customer Service Coordinator (2nd Shift)
Pay Rate: $33.50/Hr
Duration: 12 Months
Location: Remote (Anywhere in the NC)
Shift timing: 2nd Shift – 3 PM to 12 AM Eastern time
Note: will have to attend the initial 6 weeks of training onsite, then remote. This position requires weekend (Saturday and/or Sunday) reporting if an assignment is scheduled.
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.
- 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.
- 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.
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.
- Excellent communication skills.
- 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 & education.
