Description
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Position Details:
Title: Customer Care Coordinator (Diagnostics & Laboratory Service)
Location: Cary, NC w/ 5 Remote Days per month (after training completed)
Shift: 24-hour call center, you will work 5 days a week, 8-hour days (plus an hour lunch) on a set shift; current shifts available:
Monday – Friday, 9am – 6pm
Compensation: $19/hour, to start
Benefits
Short and long-term Disability Program
Paid Vacation, Personal and Holidays
401(k) Plan
Medical/Dental/Vision/Life Insurance
Travel:
COVID Vaccination: Not required.
Responsibilities
Acting as a customer service facilitator, the Regional Operations Coordinator will partner with the company customers to coordinate the planning and service delivery of field resources to complete reactive and proactive service activities, ensuring optimal operational availability of the customer’s diagnostic and testing equipment for the purposes of quality patient care.
This individual will effectively deploy resources within the service organization to ensure service activities are appropriately aligned with contractual agreements, directing large teams in the completion of highly variable work streams, while reducing potential scheduling conflicts which may delay resolution. They are accountable for delivering world-class customer experience by providing 24/7 support, and responsible for the timely and accurate scheduling of service events by properly communicating and managing time sensitive workload.
Coordinate the planning and delivery of systematic service delivery: call handling, service scheduling, parts ordering, appointment confirmations, improving customer confidence and driving value of the company products and services.
Work closely with cross-functional teams to ensure a positive customer experience.
Monitor customer requests and overall system compliance to confirm equipment readiness for patient care.
Support on-site customer facing personnel i.e. Regional Service Manager/Customer Service Engineer in meeting customer expectations as needs vary throughout system lifecycle.
Document customer satisfaction issues and escalate through appropriate channels.
Facilitate cross-functional awareness of customer needs between internal stakeholders to minimize unintended conflicts or negative impacts on customer operations.
In the Customer Care Center, there are 3 core responsibilities, Front line phone and customer support, Dispatching of Field Service Engineers and coordinating service; and Coordination of/scheduling of service activities for Equipment PMs and Updates.
The Customer Care Center is a 24/7 operational call center that is not “technical support” in nature. You will coordinate services between customers and field engineering staff. You will receive inbound and conduct outbound calls. Training is a combination of both classroom and hands on training that in entirety is approximately 6-8 weeks in length. Your specific responsibilities will include:
Responds to incoming inquiries and/or requests regarding medical equipment service request from customers.
Demonstrates strong customer orientation.
Demonstrates strong communication skills.
Appropriately discusses and promotes company services and products based on customer needs.
Must successfully exhibit change management capability, customer focus, and high levels of integrity.
Articulate, positive attitude and professional.
Ability to effectively listen to customer needs and in handling phone inquiries and documenting within the appropriate technology.
Strong attention to detail and the ability to multitask in a face paced environment.
Ability to listen to and accurately follow direction provided by management of the customer service group.
Assists with investigating and resolving routine problems and recognizes when to escalate customer issues.
Assists in order tracking, price quoting, and scheduling.
Requirements:
The company is looking for candidates with 2+ years of experience in a customer relationship related role, in a fast-paced environment.
Positive attitude and passion for customer service.
Successfully manage competing priorities while achieving key performance indicators and maintaining a high level of quality.
Experience communicating ideas and rationale to internal teams and customers.
Must have excellent interpersonal skills, interact favorably with others and skilled at maintaining positive relationships while working to resolve problems and maintaining a high level of professional integrity.
Excellent organizational skills with an ability to manage time and prioritize based on impact and criticality of the issues.
Good PC skills (MS office software like Word, PowerPoint, Excel and Outlook)
Candidates must possess great oral and written communication skills.
Prior Call Center or Sales experience is ideal.
Associates Degree, or equivalent, preferred.
Displays high levels of collaboration and influence.
Strong business acumen, the ability to understand information and processes provided by the company and to clearly schedule and take notes in the systems as needed to document all customer calls. Proficient Microsoft Office Suite skills are a must! Must demonstrate abilities in Word, Excel, and Outlook.
Interview Process:
30-Minute Online Panel Interview (camera and audio will be required) with a couple of company Call Center managers
Offer
Background Check & Drug Screen
Keys to Successful Interview:
The company will conduct a behavioral-based interview. Understand the STAR (Situation, Task, Actions, and Results) format when answering questions.
Be able to share several examples of how your organizational skills have made you successful.
Show that you are detailed-oriented and can produce a quality plan to fix a problem.
Be careful to not use slang terms during the interview. Remember your audience! Your customers will be professionals like Doctors, Nurses, Radiologists, etc.
Ability to multi-task while staying cool under pressure.
Strong Microsoft office is essential. You will work a desk with multiple screens and programs running at the same time.
