Customer Service Coordinator

Groveport, Ohio

About the role

The Customer Service Coordinator is responsible for the delivery and pick-up of medical equipment and supervision of individuals who perform these services. This role manages equipment inventory, supplies, and fleet vehicles, working closely with district management to ensure customer retention. The coordinator serves as a subject matter expert in equipment processing, inspection, and in-servicing, while also providing training and supporting key daily office functions, including record keeping and billing.

Schedule

Monday–Friday, 2:30 PM to 11:00 PM

Responsibilities

• Provides leadership and direction to delivery and processing teams to ensure a successful customer experience.
• Ensures prompt and courteous service is delivered to all customers in person, by phone, and through communications.
• Uses effective conflict resolution skills to identify and resolve customer and staff concerns, discrepancies, and disagreements.
• 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 the Operations Manager’s absence.
• Demonstrates in-depth knowledge of medical equipment, including equipment names, appearances, and accessory lists.
• 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, including geographic routing and prioritization to service customers.
• Trains customer service staff on medical equipment cleaning, testing, inspecting, and conducts in-servicing on features and functionality.
• Recruits and develops customer service staff, providing cross and lateral training with an emphasis on continuous improvement and teamwork.
• Provides ongoing 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.

Requirements

• 21 years of age or older.
• 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 and coachable.
• Demonstrates strong communication skills (listening, writing, and speaking).
• Demonstrates team orientation and shows respect for others.
• Operates with a proactive approach toward 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.
• Understands and uses effective conflict resolution skills.
• Participates in customer meetings to promote revenue growth and cost containment.
• Manages district and customer on-site service programs in the Operations Manager’s absence.
• Demonstrates in-depth knowledge of medical equipment.
• Manages missing and lost equipment, software upgrades, and accessories.
• Performs periodic reviews and ready line audits.
• Assists in the development of staffing and on-call schedules.
• Completes and maintains DOT certification.
• Manages shipping/receiving, requisitions, and purchase orders.
• Manages equipment inventory, par levels, and supplies.
• Exercises sound time management, including geographic routing and prioritization.
• Trains customer service staff on medical equipment cleaning, testing, inspecting, and in-servicing.
• Recruits and develops customer service staff, emphasizing continuous improvement and teamwork.
• Provides ongoing feedback with focused action steps for 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.

Benefits

• Health insurance options for Medical, Dental, and Vision plans.
• Short- and Long-Term Disability plans.
• Flexible Spending Accounts and Health Savings Accounts.
• Life Insurance Options.
• Paid Time Off.
• 401K Savings Plan with employer match.
• Employee Discounts.
• Tuition Reimbursement.
• Daily Pay program.
• Employee Assistance Program.
• Wellness programs.

Vaccination requirements may apply based on customer and/or company policies, including COVID-19 vaccination. Agiliti will provide specific directions and cover the expense at a participating clinic if required.