Sr. customer care regional scheduler - united states, carlsbad

adecco is hiring a sr. customer care regional scheduler for one of our premier clients thermo fisher.

the sr. customer care scheduling coordinator will provide ongoing service call scheduling support to the ies lpd field service team to enable a positive customer experience with efficiency and professionalism. you will be closely connected to the business needs of our ies lpd field service engineers to ensure we are meeting our customer expectations and contract entitlements.

this position is fully remote.

$22.00/hr.

this position will be supporting our business across the united states, core business hours ideally would be 8am pst-5pm pst possibility for perm hire, current employee is planning to retire. it would be based on attendance and performance.

what will you do?

in this role, you will be part of a scheduling team who acts as the primary customer touchpoint for field service scheduling. you will be part of a team of schedulers, but you will be assigned a specific geographic area and be an important part of each service team. you will think strategically and creatively to maximize our customer support while maintaining rigorous standards and consistency in execution.

schedule customer service calls to meet entitlements for our contract customers, including moving calls to new dates in record systems and contacting customers as needed.

attend daily and/or weekly service team meetings to understand regional schedules to help with customer scheduling.

ordering parts as needed to ensure timely service completion (tbd)

contact customers and update them on scheduled date of service

review and reschedule service calls to meet contracted entitlements for on-site service, non-contracted entitlements to 5-day expectation for legacy warranty/contracts; or as contracts dictate.

support the adherence to key performance indicators (kpi’s) by assisting leadership in fully utilizing field service engineers’ availability and scheduling appropriately to meet business and contractual requirements

preventative maintenance management – working with local supervisors/managers to transfer pm calls to engineers in assigned area.

update system of record with call notes, dates in baan

work with regional service managers and supervisors to communicate scheduling conflicts and work to find solutions

adhere to thermo fisher customer satisfaction objectives by putting the customer first in all transactions.

effectively communicates and exchanges information among team members.

attend weekly staff meetings.

requirements

3+ years of customer service experience, with an emphasis in dispatching

excellent computer skills required, efficiency in word, excel, sap

ability to work in a team environment to ensure all customer requirements are met.

demonstrated the ability to multi-task efficiently with few errors.

must be able to organize and prioritize work, be proactive, take initiative, be a problem solver, follow through, and simultaneously manage multiple priorities to ensure goals are met in a timely manner.

excellent oral and written communication, and organizational skills.

 

click apply today for instant consideration!

 

equal opportunity employer/veterans/disabled



the company will consider qualified applicants with arrest and conviction records

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