Customer Care Coordinator

Customer Care Coordinator

Location(s): Cary, NC (Remote)

Job Summary: We are seeking a Customer Care Coordinator to support a leading healthcare technology organization by providing after-hours customer service and service coordination. This fully remote role is ideal for candidates who excel in a fast-paced environment, enjoy solving problems, and can effectively manage multiple priorities while delivering outstanding customer support.

Schedule:

• Primary shift: 3:00 PM 12:00 AM.
• Must be available to work one weekend day (Saturday or Sunday).
• Flexibility to support alternate late-night schedules as needed.

Key Responsibilities:

• Serve as the primary point of contact for customers and field service engineers during after-hours operations.
• Answer incoming customer and engineer calls in a professional, non-call center environment.
• Coordinate end-to-end service activities, including scheduling and dispatching field service engineers.
• Communicate appointment updates and service status to customers.
• Troubleshoot basic system or application issues and provide first-level support.
• Escalate complex technical issues to Service Technicians or Service Engineers.
• Process customer inquiries, service requests, and equipment orders.
• Maintain accurate customer records and documentation within company systems.
• Support capacity planning and resource allocation to ensure customer commitments are met.
• Assist with software platform transitions and complete required training.
• Collaborate with internal teams to resolve customer issues and improve service delivery.

Required Qualifications:

• Bachelor's degree or equivalent experience.
• Strong proficiency with Microsoft Office (Word, Excel, Outlook, PowerPoint).
• Excellent verbal and written communication skills.
• Strong organizational, multitasking, and time management skills.
• Critical thinking and problem-solving abilities.
• Self-motivated with a strong sense of ownership and accountability.
• Ability to learn new systems and processes quickly.
• Customer-focused mindset with attention to detail.

Preferred Qualifications:

• SAP knowledge.
• Customer-facing experience.
• Experience in healthcare, medical devices, or service operations.
• Experience coordinating field service or dispatch activities.

Additional Information:

• Initial onsite training may be required (approximately one month).
• Excellent opportunity for candidates who thrive in after-hours operations and enjoy coordinating service activities in a dynamic environment.

Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.