Customer Service Coordinator

Knowledge and Physical Requirements

• 21 years of age or older, with an Associate's degree or Bachelor's degree preferred.
• 1-2 years of supervision/management or customer excellence experience preferred.
• Knowledge of the healthcare industry, including an understanding of, or experience with, hospital medical equipment preferred.
• Business management understanding.
• Proficient computer skills, including Microsoft Office programs (Word, Excel, PowerPoint).
• Willing to work flexible hours, including on call, evenings, weekends and holidays, as well as emergency off-hours as required.
• Valid driver's license and potential for DOT certification.
• Able to stand for long periods and walk great distances.
• Able to lift and/or push 75 pounds.

Behavioral Skills

• Possesses quality orientation with a "get it right the first time" attitude.
• Complies with patient privacy laws in all matters.
• Maintains and projects confidence, enthusiasm and a professional image.
• Flexible, coachable.
• Demonstrates strong communication skills (listening, writing and speaking).
• Demonstrates team orientation and shows respect for others.
• Operates with a proactive approach towards safety, health and quality in compliance with all company, governmental and customer policies and regulations.
• Organized; prioritizes to meet deadlines.
• Customer-focused; willing to go above and beyond.

Practical Skills

• Provides leadership and direction to delivery and processing teams to ensure successful customer experience.
• Ensures prompt and courteous service is delivered to all customers in person, by phone and communications.
• Understands and uses effective conflict resolutions skills, e.g., identifies and resolves customer and staff concerns, discrepancies and disagreements.
• Participates and partners with Technical Services, Account Executives and Operations Manager on customer meetings to promote revenue growth, cost containment and expansion of services with existing customers.
• Assists with management of the district and customer on-site service programs (e.g., Asset360) in Operation Manager's absence.
• Demonstrates in-depth knowledge of medical equipment; knows equipment by name, appearance and accessory list.
• Manages missing and lost equipment, software upgrades and accessories.
• Performs periodic reviews and ready line audits to ensure proper practices are being executed.
• Assists in the development of staffing and on-call schedules based on demand.
• Completes and maintains DOT certification, according to location-specific business needs.
• Manages shipping/receiving, requisitions and purchase orders.
• Manages equipment inventory, par levels and supplies.
• Exercises sound time management, and handles geographic routing and prioritization to service customers.
• Trains customer service staff on medical equipment cleaning, testing and inspecting and conducts in-servicing on features, functionality, etc.
• Recruits and develops customer service staff. Provides cross and lateral training, emphasizing continuous improvement and teamwork, and provides on-going feedback with focused action steps for areas of improvement.
• Holds self and staff accountable for completion of assignments.
• Ensures accurate and timely documentation for billing and regulatory compliance.
• Demonstrates sound and timely decision-making skills in front of team and customers.
• Performs other assigned duties.