Dedicated Service Coordinator

About the Role

Sentry Management, Inc., a leader in the HOA industry, has an immediate opening within our Customer Experience Team at our Longwood, FL office. We are seeking a Dedicated Services Coordinator to be a part of this exciting team. This role is responsible for supporting an assigned division by completing the department's functions, focusing on internal customer service to maintain a high level of satisfaction.

Responsibilities

• Attend to internal customer service issues and ensure effective and long-term problem resolution.
• Perform assignments associated with department projects as directed by Sentry’s leadership team.
• Support division retention efforts by completing tasks and coordinating resolution.
• Provide first-level support for division issues, coordinate the participation of required staff to resolve disputes by troubleshooting customer needs.
• Assist in identifying ways of improving efficiency to streamline processes and enhance the customers' experience.
• Act as a single point of contact for the region – triage all issues, acknowledge receipt, research, and engage others across the assigned department as needed, and provide status updates based on the service level agreement.
• Understand each function in the department and the full process flow, including downstream and upstream interactions with other departments within Association Accounting Services.
• Collaborate with other regional DSCs to improve service and participate in regional calls as requested.
• Keep the department manager informed during peak times so additional resources can be engaged as needed.
• Set an example for engagement in and encourage the use of technology – CommunityPro®, Outlook features like Quick Parts and Signatures, Excel.
• Document department procedures and review the department procedures in the Resource Manual, recommending updates to the Manager.
• Uphold our Service Standard: “In every interaction, kindness, professionalism, and timely resolution.”
• Engage in Continuous Process Improvement by identifying trends or repeat issues and proposing solutions to the department manager.
• Respond to and resolve requests in a timely manner.
• Perform other duties as assigned.

Qualifications

• High school diploma or GED equivalent.
• Previous work experience in customer relationship, property management, or account management position, preferred.

Skills

• Effective oral and written communication skills.
• Strong listening and active attentiveness skills.
• Personal motivation, commitment, and self-starting attitude.
• Ability to work well in a team environment with integrity and enthusiasm.
• Sensitivity to the feelings and needs of others.
• Ability to multi-task and deliver world-class services.
• Strong presentation, communication, and relationship-building skills.

Physical Requirements

• Ability to sit for up to eight (8) hours per day.
• Ability to operate a personal computer and basic office equipment.
• Ability to talk regularly over the phone with customers and co-workers up to eight (8) hours per day.

Benefits

• Comprehensive Benefits including Medical, Dental, Vision, Short and Long Term Disability, paid vacation, sick and holidays.
• 401K

Sentry Management, Inc. is an equal opportunity employer.