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Customer Services Support Operator

Company: Careerbuilder-US
Location: Cary
Posted on: September 25, 2022

Job Description:

Title: Customer Services Support Operator Description: Position Overview Acting as a customer service facilitator, the Regional Operations Coordinator will partner with the 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 the 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 the 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 required Preferred 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. Note : Shift Options: M-F (1)08:00-17:00 and (1) 09:00-18:00 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) OR 2) Come on-site, whether regularly or occasionally, at any client location. NOT A REMOTE POSITIONJob Requirements:Mandatory skills: Regional Operations, patient care, contractual agreements, service events, system lifecycle, customer satisfaction, customer operations, call handling, product, services, customer requests, service organization, service delivery, service scheduling, parts ordering, appointment confirmations, deliver, support, report, Operations, collaboration, integrity VIVA USA is an equal opportunity employer and is committed to maintaining a professional working environment that is free from discrimination and unlawful harassment. The Management, contractors, and staff of VIVA USA shall respect others without regard to race, sex, religion, age, color, creed, national or ethnic origin, physical, mental or sensory disability, marital status, sexual orientation, or status as a Vietnam-era, recently separated veteran, Active war time or campaign badge veteran, Armed forces service medal veteran, or disabled veteran. Please contact us at for any complaints, comments and suggestions. Contact Details : Account co-ordinator: Sujitha R Gnanasekaran, Phone No : - (847) 461-3601, Email: VIVA USA INC. 3601 Algonquin Road, Suite 425 Rolling Meadows, IL 60008 -

Keywords: Careerbuilder-US, Cary , Customer Services Support Operator, Other , Cary, North Carolina

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