Customer Service Coordinator (Scheduling)

Infosoft, Inc. is seeking a Customer Service Coordinator for their Healthcare Diagnostics division. The role involves managing customer interactions, troubleshooting issues, and coordinating service operations to ensure effective deployment of resources and customer satisfaction.

Responsibilities:

• 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, 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

Requirements:

• Conflict management skills
• Ability to handle difficult conversations
• Critical thinking
• Dispatch experience
• Self-starter
• 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-motivated, high level of initiative, and embraces an ownership culture
• Good PC skills (MS Office software like Word, PowerPoint, Excel, and Outlook)
• 15% Travel annually for continuous training & education
• Strong multitasking, critical thinking, and problem-solving abilities
• Ability to quickly learn new systems and processes
• BA degree is preferred
• Customer-facing experience is preferred
• LEAN/6 Sigma methodology is a plus but not required
• Experience or knowledge of business in the United States preferred