Customer Service Coordinator

The Customer Service Coordinator is responsible for the delivery and pick‑up of medical equipment and for supervising individuals who perform these services. Responsibilities include managing the equipment inventory, supplies and fleet vehicles, working closely with district management to ensure customer retention and serving as a subject‑matter expert in equipment processing, inspection and in‑servicing. The Coordinator also provides training and supports key daily office functions, including record keeping and billing.

Primary:
Green Bay District (additional locations may apply).

City:
De Pere, State:
Wisconsin.

• 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 experience with hospital medical equipment, is preferred.
• Business‑management understanding.
• Proficient computer skills, including Microsoft Office (Word, Excel, PowerPoint).
• Valid driver’s license; potential for DOT certification.
• Willingness to work flexible hours, including on‑call, evenings, weekends, holidays and emergency off‑hours.

• Must stand for long periods and walk great distances.
• Must be able to lift and/or push 75 pounds.
• Must be 21 years or older.

• Quality orientation with a “get it right the first time” attitude.
• Compliance with patient privacy laws.
• Confidence, enthusiasm and a professional image.
• Flexibility and coachability.
• Strong communication skills (listening, writing and speaking).
• Team orientation and respect for others.
• Proactive approach to safety, health and quality in compliance with all policies and regulations.
• Organization and prioritization to meet deadlines.
• Customer‑focused and willing to go above and beyond.

• Provide leadership and direction to delivery and processing teams to ensure successful customer experience.
• Ensure prompt and courteous service to all customers in person, by phone and communications.
• Use conflict‑resolution skills to identify and resolve customer and staff concerns.
• Partner with Technical Services, Account Executives and Operations Manager on customer meetings to promote revenue growth, cost containment and expansion of services.
• Assist with management of the district and customer on‑site service programs (e.g., Asset
  360) in the absence of the Operations Manager.
• Demonstrate in‑depth knowledge of medical equipment; know equipment by name, appearance and accessory list.
• Manage missing and lost equipment, software upgrades and accessories.
• Perform periodic reviews and line audits to ensure proper practices.
• Assist with staffing and on‑call schedules based on demand.
• Complete and maintain DOT certification when required.
• Manage shipping/receiving, requisitions and purchase orders.
• Manage equipment inventory, par levels and supplies.
• Exercise sound time management and handle geographic routing and prioritization.
• Train customer service staff on medical equipment cleaning, testing and inspection and conduct in‑servicing on features and functionality.
• Recruit and develop customer service staff.
• Provide cross‑training, continuous improvement and teamwork, and give focused feedback for improvement.
• Hold self and staff accountable for completion of assignments.
• Ensure accurate and timely documentation for billing and regulatory compliance.
• Demonstrate sound decision‑making skills in front of team and customers.
• Perform other assigned duties as needed.

• Health insurance options (Medical, Dental & Vision).
• Short‑ and Long‑Term Disability plans.
• Flexible Spending Accounts and Health Savings Accounts.
• Life Insurance Options.
• Paid Time Off.
• 401(k) saving plan with employer match.
• Employee Discounts.
• Tuition Reimbursement.
• Daily Pay program.
• Employee Assistance Program and wellness programs.

It is the policy of Agiliti to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender identity, sex, sexual orientation, national origin, age, physical or mental disability, genetic information, marital status, status as a veteran, military service, or any other characteristic protected by applicable federal, state, or local civil rights laws. Agiliti will provide reasonable accommodations for qualified individuals with disabilities.

Agiliti strictly prohibits any form of retaliation against individuals who make good faith reports of alleged violations of this policy or who cooperate in Agiliti’s investigation of such reports.