Service Coordinator

• 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 divisions retention efforts by completing tasks and coordinating resolution.
• First level support for division issues, coordinate the participation of required staff to resolve disputes by troubleshooting customer needs.
• Utilize knowledge and understanding of Customer Service basics as well as communication skills and problem resolution.
• Assist in identifying ways of improving efficiency to streamline processes and enhance the customers' experience.
• Single point of contact for the region – triages all issues brought to them, acknowledges receipt, researches and engages others across the assigned department as needed and provides status updates based on the service level agreement.
• Understands each function in the department.
• Collaborate with other regional DSCs to improve service and participate on regional calls as requested.
• Keeps the department manager informed so that additional resources can be engaged as needed.
• Sets the example for engagement in and encourages the use of technology – Community Pro®, Outlook features like Quick Parts and Signatures, Excel.
• Documents department procedures.
• Reviews the department procedures in the Resource Manual, recommends updates to Manager.
• Upholds our Service Standard: “In every interaction, kindness, professionalism and timely resolution”.
• Continuous Process Improvement - Look for trends or repeat issues and propose solutions to the department manager.
• Responds to and resolves requests in a timely manner.

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

Demonstrates strong customer service skills with a focus on problem resolution and process improvement. Capable of collaborating effectively with teams and utilizing technology to enhance customer experience.

• Customer Service
• Problem Resolution
• Process Improvement
• Communication Skills
• Collaboration

• Interpersonal Skills
• Professionalism
• Engagement

• Customer Relationship
• Property Management
• Account Management
• Service Level Agreement
• Department Procedures

• Community Pro®
• Outlook
• Excel