Regional Operations Coordinator
Company: Ampcus Incorporated
Location: Cary
Posted on: March 18, 2023
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Job Description:
This position is in the customer care center, it is not a
typical call center position. Candidates must have a mix of
advanced customer service experience, outside of entry level
positions, and call centers. Successful candidates have extensive
administrative and customer service experience in various
industries. Candidate must be local to Cary NC as this is not a
full-time remote position.
Adherence to process, problem solving, critical thinking skills,
adaptability and flexibility are required to be successful.
Acting as a Regional Operations coordinator you will partner with
customers, Internal Technical Support team, and Field Personal 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 imaging
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 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 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 us:
" 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.
" Superior follow-through and time management skills
" Mastery of time management, Critical thinking, and
problem-solving skills
" Be a self-starter with attention to detail and ability to learn
quickly and efficiently
" Ability to work with minimal guidance and supervision
" 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 Work, PowerPoint, Excel
and Outlook)
" Associate degree or equivalent experience required
Preferred Knowledge/Skills, Education, and Experience:
" 3+ years of practical Customer Support experience supporting
Healthcare, educational, industrial, construction, mechanical, or
electrical industries.
" 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
Keywords: Ampcus Incorporated, Cary , Regional Operations Coordinator, Other , Cary, North Carolina
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