Service Coordinator
Location: Owings Mills, MD
Type: Full Time

Job Summary:  Primarily responsible for providing effective customer service for all internal and external Centric customers by utilizing excellent, in-depth knowledge of company products and programs, as well as team members within the company.

Essential Functions:

  • Administration and processing of requests for service from customers by scheduling and dispatching service technicians for service and repairs at customer sites
  • Administration and processing of service history
  • Address customer and employee requests, issues and inquiries timely and accurately
  • Handle customer concerns and provide effective and long-term problem resolution 
  • Accept inbound CMS calls
  • Provide timely feedback to the company regarding service failures or customer concerns
  • Monitor status of technician calls and communicate delays in ETA to technicians.
  • Confer with customers or supervising personnel to resolve questions, problems, and requests for service or equipment

Required Qualifications: (Knowledge, Skills, Abilities)

  • Customer and personal service; includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
  •  Administrative and clerical procedures and systems such as word processing, managing files and   records, designing forms, and other office procedures
  • Strong interpersonal skills and team player that works collaboratively to achieve department and company goals.
  • Strong oral and written communication skills
  • Ability to multi task and resolve inquiries and complaints. Quick thinking and good judgment.
  • Professional and courteous demeanor

Required Education and Experience:

  • High school degree /GED (Some college preferred)
  • 3-5 years of related experience in customer service/dispatch
  • Track record that demonstrates success and work stability

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