Customer Service Coordinator

Job Summary

The Customer Service Coordinator serves as the initial point of contact for customers requesting equipment, service and support. This role is responsible for receiving inbound customer calls, gathering complete and accurate information, assessing the initial urgency and operational impact of the service need, creating Cases in ShareCRM, and routing requests to the appropriate service team. The Customer Service Coordinator follows approved intake scripts, triage questions, prioritization guidelines, and escalation procedures to ensure Customer Service Engineers and internal support teams receive the baseline information required to respond efficiently. This role also provides administrative and customer communication support that improves service coordination, promotes consistent processes, and reduces administrative workload for the field service organization. This is a customer service and operational coordination role. The position does not independently diagnose equipment failures, provide clinical guidance, or perform technical troubleshooting unless specifically authorized through an approved procedure.

Key Responsibilities

• Answer inbound customer service calls promptly and professionally as the initial point of contact for equipment service requests, ensuring accurate capture of customer, facility, contact, equipment, and system details while following approved scripts to triage issues, assess system status, determine priority, and identify safety or patient care concerns for immediate escalation.
• Create and manage complete and accurate Cases in ShareCRM during the customer interaction, including documentation of issue details, troubleshooting history, and operational impact, while routing requests to the appropriate region, team, or support function and providing customers with case numbers and clear next steps.
• Coordinate service logistics by capturing customer availability, site access requirements, onsite contacts, and scheduling constraints, and support dispatch and scheduling activities.
• Communicate and escalate urgent or high-priority issues to Customer Service Engineers, Regional Service Managers, Technical Support, or other designated internal teams in accordance with established procedures.
• Maintain accurate and complete documentation of all customer interactions, internal handoffs, and case updates in ShareCRM, ensuring compliance with data privacy, security, quality, and regulatory requirements.
• Review cases for missing or incomplete information, obtain required details from customers or internal teams, and perform additional service coordination and administrative duties as assigned by Service Operations leadership.
• Other duties as assigned.

Requirements

The successful candidate should have prior experience in customer service, call center operations, service coordination, healthcare administration, dispatch, scheduling, or another customer facing administrative environment. The individual must be comfortable managing customer calls, entering detailed information into a CRM, following structured procedures, and coordinating with multiple internal teams in a fast paced service environment.

Education and Experience

• High school diploma or equivalent required.
• Associate degree in business administration, healthcare administration, communications, operations, or a related field preferred.
• At least two years of customer service, call center, service coordination, scheduling, dispatch, or administrative experience preferred.
• Experience using a CRM, case management platform, service management system, call center application, or similar business system preferred.
• Experience supporting healthcare, medical devices, technical service, field service, or another regulated industry preferred.
• Experience communicating with customers by telephone and email and documenting customer interactions in real time preferred.

Knowledge, Skills, and Abilities

• Strong verbal and written communication skills with excellent active listening, information gathering, and cross-functional communication abilities.
• Professional, patient, and empathetic customer service approach with the ability to remain calm and organized during urgent, complex, or emotionally charged interactions.
• Strong attention to detail with a commitment to accurate data entry, documentation, and protection of confidential information.
• Ability to follow scripts, decision trees, priority guidelines, escalation procedures, and standardized workflows while exercising sound judgment to determine when escalation is required.
• Strong organizational, prioritization, multitasking, and follow-through skills with the ability to manage multiple customer requests and meet response expectations.
• Ability to learn medical equipment terminology, service workflows, contract coverage concepts, and internal operating procedures.
• Proficiency with Microsoft Office applications, telephone systems, email, and CRM platforms.
• Dependable attendance and ability to work assigned Service Operations Center coverage hours.