Customer Services Support Operator - SE
About The Position
The Customer Services Support Operator owns end-to-end planning for allocating and deploying field resources in a highly dynamic environment. The role applies critical thinking to deliver customer commitments consistently while optimizing field-resource utilization. It manages end-to-end customer communications for all service events and handles complex customer discussions when scheduling appointments. The operator makes decisions about field-resource deployment, coordinates with field management, and uses prioritization and capacity-planning practices to meet customer commitments and cyclical demand. The role requires problem-solving and reprioritization of activities and resources as conditions change. This is a hybrid position based in Cary, North Carolina, with hours of operation Monday through Friday between 9:00 a.m. and 6:00 p.m.
Requirements
- Bachelor’s degree or equivalent experience.
- Good PC skills, including Microsoft Word, PowerPoint, Excel, and Outlook.
- Strong verbal and written communication skills for communicating with customers, internal partners, and diverse audiences.
- Ability to support complex projects and determine the critical path to improve timely performance.
- Ability to independently perform important areas of standard professional-level work, including processing and interpreting complex, less clearly defined issues.
- Strong organizational and time-management skills and exceptional attention to detail.
- Ability to function as a change agent and promote change management, customer focus, and high levels of integrity.
- Self-starter with motivation, initiative, and an ownership mindset.
Nice To Haves
- Knowledge of SAP.
- Customer-facing experience.
- Experience in a medical device or healthcare environment.
Responsibilities
- Own end-to-end planning for the allocation and deployment of field resources in a dynamic environment.
- Apply critical thinking to consistently deliver customer commitments while optimizing field-resource utilization.
- Own end-to-end customer communications for all service events.
- Navigate complex customer discussions when scheduling appointments.
- Manage and apply prioritization logic aligned with customer commitments.
- Make decisions on field-resource deployment and coordinate with field management using influencing and collaborative skills.
- Manage capacity planning to meet cyclical demand and deliver customer commitments.
- Reprioritize activities and resources to meet requirements in a highly dynamic environment.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k) retirement plan
- Life insurance
- Long-term and short-term disability insurance
- Paid parking/public transportation
- Paid time off
- Paid sick and safe time
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
