Customer Service Support

We are looking for Customer Service Support for our client in Hamilton ON.

Job Title: Customer Service Support

Job Location: Hamilton ON

Job Type: Contract

Job Overview:

Requirement/Must Have:

• 1 2 years preferred, but open to entry-level candidates with strong skills and attitude.
• Customer service and communication skills.
• Service coordination experience.
• Basic data analysis skills.
• Administrative and organizational skills.
• Ability to multitask in a dynamic environment.

Responsibilities:

• Manage incoming service calls, coordinate responses, and escalate issues to ensure medical equipment is repaired quickly.
• Provide strong support to internal stakeholders, ensuring timely and effective communication.
• Handle general administrative tasks, especially during slower periods.
• Review service call data to identify trends and provide insights to improve operations.
• Balance multiple priorities in a fast-paced, variable workload environment.
• Monitor service requests, work orders and escalations to ensure a timely resolution.
• Communicate service updates and provide status reports to customers and leadership teams.
• Manage urgent service situations and prioritize critical customer needs effectively.
• Maintain accurate asset records, documentation, lifecycle information within the asset management system.
• Assist with project coordination tasks associated with diagnostic imaging and biomed system replacement, including meeting preparation and scheduling.
• Assist with negotiating the project scope for system replacements to include updating the technical specifications and room construction requirements.
• Support the MES Site Manager in obtaining metrics and analyzing data output from asset management system, financial tracking systems and other systems as applicable to ensure accurate and timely reporting of key performance indicators.
• Schedule appointments strategically within a performance measuring system that optimizes customer satisfaction.
• Assist with the training of more junior/less experienced members of the team when required.
• Actively seek and initiate process improvements to improve efficiency and cost savings.
• Maintain standards of Compliance, Quality and Health & Safety as they relate to the MES operation.
• Provide support to the Operations Manager as well as the team in an environment of rapidly changing priorities.

Skills:

• Excellent verbal and written communication skills.
• Advanced skills in Microsoft Office 360 and online applications.
• Knowledge of asset management systems.
• Experience in data analysis.
• Experience with KPI tracking, reporting, and process improvement initiatives.

Qualification And Education:

• Previous experience in customer service, service coordination, healthcare operations or administrative support roles.
• Experience working in a fast-paced customer-focused environment.
• Project coordination experience.
• Excellent knowledge and experience of healthcare in Canada, preferably with experience in a customer service-related role within a hospital or healthcare company.
• Ability to work shifts during Customer s Working Hours, generally being between Monday-Friday 7am-7pm excluding statutory holidays.
• Job is on site and will require attendance on site every workday.
• Some further travel between customer sites in Southwest Ontario may be required.
• Valid driver s license and access to reliable transportation may be required.