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Customer Services Support Operator 2

In North Carolina / United States

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Customer Services Support Operator 2   

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JOB TITLE:

Customer Services Support Operator 2

JOB TYPE:

JOB SKILLS:

JOB LOCATION:

Cary North Carolina / United States

JOB DESCRIPTION:

For this role at our client, assignment is contingent upon the Employer of Record’s receipt of sufficient proof that you are fully vaccinated against COVID-19 (meaning two weeks have passed after the last injection of Pfizer/Moderna or two weeks after receipt of the J&J). In some locations, testing for COVID-19 may be available and/or required. Requests for accommodation will be considered pursuant to applicable law.Shift Start and End Time Shift Options: M-F 0800-1700 / M-F 1100-2000 / M-F 1030-2130Customer ServiceRegional Operations CoordinatorPosition OverviewActing as a customer service facilitator, the Regional Operations Coordinator will partner with Client 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. This role will report to the Zone Operations Manager and will be part of a team focused on customer success.Expected role activities:For our customers:• Coordinate the planning and delivery of systematic service delivery: call handling, service scheduling, parts ordering, appointment confirmations, improving customer confidence and driving value of Client 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.For Client:• 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.Required Knowledge/Skills, Education, and Experience:• 2-5 years’ 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 customer issue.• Strong PC skills (MS office software like Word, PowerPoint, Excel and Outlook)• Associate degree or equivalent experience requiredPreferred Knowledge/Skills, Education, and Experience:• Ability to professionally investigate and respond to requests in a timely manner• Strong communication skills and are adaptable to change• Ability to think at a high level and apply business concepts.• Experience to anticipate customer needs.• A history of acting as a collaborative team player with cross-functional teams.• An interest in solving problems that don’t have obvious solutions.Client has recently announced the next steps in our continued commitment to prioritize colleague health, comply with customer/business partner requirements, and help preserve our business continuity. Going forward, please be aware that Client requires full vaccination for COVID-19 for our U.S. employees, contractors, and business partners, where local conditions allow, who:1) Are customer-facing (e.g., those required to visit a customer/business partner site or interact in-person with customers at any conference or meeting) OR2) Come on-site, whether regularly or occasionally, at any Client location.(Accommodations may be requested for certain medical or religious reasons)

Position Details

POSTED:

Aug 12, 2022

EMPLOYMENT:

INDUSTRY:

Accounting and Clerical

SNAPRECRUIT ID:

S165599640858778

LOCATION:

North Carolina / United States

CITY:

Cary

Job Origin:

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In Dallas Fort Worth
Aug 19, 2017 9am-6pm
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Customer Services Support Operator 2    Apply

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For this role at our client, assignment is contingent upon the Employer of Record’s receipt of sufficient proof that you are fully vaccinated against COVID-19 (meaning two weeks have passed after the last injection of Pfizer/Moderna or two weeks after receipt of the J&J). In some locations, testing for COVID-19 may be available and/or required. Requests for accommodation will be considered pursuant to applicable law.Shift Start and End Time Shift Options: M-F 0800-1700 / M-F 1100-2000 / M-F 1030-2130Customer ServiceRegional Operations CoordinatorPosition OverviewActing as a customer service facilitator, the Regional Operations Coordinator will partner with Client 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. This role will report to the Zone Operations Manager and will be part of a team focused on customer success.Expected role activities:For our customers:• Coordinate the planning and delivery of systematic service delivery: call handling, service scheduling, parts ordering, appointment confirmations, improving customer confidence and driving value of Client 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.For Client:• 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.Required Knowledge/Skills, Education, and Experience:• 2-5 years’ 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 customer issue.• Strong PC skills (MS office software like Word, PowerPoint, Excel and Outlook)• Associate degree or equivalent experience requiredPreferred Knowledge/Skills, Education, and Experience:• Ability to professionally investigate and respond to requests in a timely manner• Strong communication skills and are adaptable to change• Ability to think at a high level and apply business concepts.• Experience to anticipate customer needs.• A history of acting as a collaborative team player with cross-functional teams.• An interest in solving problems that don’t have obvious solutions.Client has recently announced the next steps in our continued commitment to prioritize colleague health, comply with customer/business partner requirements, and help preserve our business continuity. Going forward, please be aware that Client requires full vaccination for COVID-19 for our U.S. employees, contractors, and business partners, where local conditions allow, who:1) Are customer-facing (e.g., those required to visit a customer/business partner site or interact in-person with customers at any conference or meeting) OR2) Come on-site, whether regularly or occasionally, at any Client location.(Accommodations may be requested for certain medical or religious reasons)


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