Service Intake Specialist

About the position

The Service Solutions Team leads our service delivery process for a best-in-class event resolution model across numerous industries, including healthcare, government, and education. Having a lasting impact in patient care, together. As a Intake Specialist, you will be the first point of contact for customers when they need us the most for service-related requests. Your role is responsible for end-to-end event resolution, working with a tenacity and unwavering drive to find the solutions our customers and their patient's need, when they need it most. You are integral to a team that plays a critical role in building trust with both our customers and vendors, ensuring efficient service delivery. This is more than just answering calls -- this is your opportunity to make a meaningful impact by ensuring successful outcomes, customer satisfaction, and system uptime.

Responsibilities

• Receive, prioritize, and dispatch service events with urgency and accuracy.
• Schedule and track service requests, ensuring adherence to Service Level Agreements (SLAs).
• Oversee the full lifecycle of service events, from initiation to resolution.
• Proactively monitor open tickets, addressing potential escalations before they impact operations.
• Communicate effectively with all stakeholders, ensuring transparency and efficiency.
• Keep customers informed with timely, clear, and professional updates.
• Exhibit empathy and urgency when handling service disruptions to enhance the customer experience.
• Collaborate with vendors to ensure timely and high-quality service event resolutions.
• Build strong relationships with internal teams, customers, and service providers to facilitate seamless operations.
• Maintain accurate service records, including quotes, Purchase Orders (POs), and Field Service Reports.
• Ensure documentation is complete, accurate, and submitted on time for processing.
• Handle complex customer inquiries, working toward swift and effective resolutions.
• Identify potential issues and take proactive steps to prevent service disruptions.
• Support the onboarding and training of new team members.
• Foster a culture of learning and continuous improvement.

Requirements

• Previous experience in a call center, customer service, or service coordination role (preferably in equipment servicing, healthcare, or technical support).
• Strong ability to multitask in a fast-paced environment while maintaining professionalism and accuracy.
• Experience working with vendors, scheduling service events, and handling escalations.
• Proficiency with service management systems, CRM tools, and Microsoft Office Suite.

Nice-to-haves

• Customer-Focused Mindset - You have a passion for service excellence and delivering top-tier customer experiences.
• Calm Under Pressure - You thrive in high-stress situations and can navigate urgent service events with a level head.
• Strong Communicator - You can articulate information clearly, both verbally and in writing, to customers, vendors, and internal teams.
• Problem-Solver - You proactively identify issues, think critically, and drive solutions with efficiency for successful outcomes.
• Organized & Detail-Oriented - You manage multiple tasks simultaneously, ensuring accuracy and completeness.
• Team Player - You collaborate well with others and are committed to supporting your colleagues and customers.

Benefits

• Competitive compensation package with salary, incentives, company ownership/equity, and comprehensive benefits (401k match, health, college debt reduction, and more!)
• Career and professional development through training, coaching and new experiences.
• Hybrid culture with new & beautiful workspaces that balance flexibility, collaboration, and productivity.
• Inclusive and diverse community of passionate professionals learning and growing together.