Service Solutionist

Charlotte, NC | Hybrid (Tuesday-Thursday in Office)

About the Job Opportunity 

The Service Solutionists is a critical contributor to our service organization, responsible for managing service requests with urgency, accuracy, and ownership from start to finish.

Our customers span a full spectrum of industries, from government agencies to large hospital systems and healthcare organizations. These customers depend on clear communication, professionalism, and reliability to support their essential operations and patient care. As a result, this role requires a high level of judgement, accountability, and customer focus.

This position is designed for high – performing professionals who take pride in consistence, responsiveness, and follow-through. While this is a hybrid role, success depends on being fully engaged, dependable, and present during required in-office days, and while working from home.

What you’ll do

• Own service requests from intake through resolution, ensuring accuracy, urgency, and accountability.
• Gather complete and actionable information by asking thoughtful, direct questions.
• Manage multiple service events simultaneously while maintaining quality and responsiveness.
• Communicate clearly and professionally with customers, vendors, and internal teams across phone, chat, online forms, and email.
• Support customers with empathy and composure, especially in time-sensitive or high-impact situations.
• Proactively monitor open work and follow up to prevent delays or escalations.
• Maintain thorough, accurate documentation that meets quality and compliance expectations.
• Navigate complex service scenarios with sound judgement and a solution-oriented mindset.
• Contribute to a team culture on reliability, trust, and shared standards.

Qualifications & Experience

• Previous experience in a customer service, or service coordination role supporting healthcare related equipment servicing.
• 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.

Who we want to meet

We’re looking for a dependable, high-caliber professionals who understand the responsibility that comes with supporting complex, high stakes customer environments

• Highly reliable – you show up prepared, on time, and ready to own your work
• Strong sense of urgency – you understand priorities and act decisively
• Accountable – you take ownership of outcomes, not just tasks
• Top-tier communicator – you communicate clearly, professionally, and confidently with a wide range of stakeholders
• Customer-Focused – you understand that service quality matters, especially in regulated or mission critical environments
• Detail-oriented – you value accuracy, documentation, and doing things right
• Self-directed – you manage your workload effectively without constant oversight
• Team-oriented – you contribute to a collaborative, high-standard team