Dedicated Service Coordinator

Sentry Management, Inc., a leader in the HOA industry has an immediate opening with in our Customer Experience Team at our Longwood, FL office.   We are seeking a Dedicated Services Coordinator to be a part of this exciting team.  

SUMMARY

The Dedicated Service Coordinator is responsible for supporting an assigned division through completing the department's functions. This role is a specialized position focusing on internal customer service to maintain a high level of satisfaction.  This position will work cross-functionally with regional and local leaders as well as home office support teams and will coordinate with those teams as required.  The purpose of this position is to provide strategic operational support, feedback, direction, and guidance to the team and divisions that they support.

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 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.
• Understands the full process flow including the downstream and upstream and understands how their department interacts with other departments within Association Accounting Services.
• Collaborate with other regional DSCs to improve service and participate on regional calls as requested.
• During peak times, 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 – CommunityPro®, 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.
• Other duties as assigned 

PERSONAL SPECIFICATIONS

Communication Skills

• Oral Communication - Effectively expresses oneself in one-on-one and group situations and presentations
• Written Communication - Effectively expresses ideas through a variety of written communications (e-mails, reports, memos, etc.), demonstrating strong writing skills
• Listening - Demonstrates attentiveness and the ability to understand the oral communications of others through active listening skills

Personal Motivation

• Commitment- Demonstrates commitment to perform above and beyond the essential functions of the job
• Self-starter who exhibits initiative and internal motivation to achieve goals, including those beyond standard expectations
• Teamwork - Ability to work well in a team environment, always willing to assist other employees
• Integrity - Maintains social, ethical, and organizational norms
• Enthusiasm - Demonstrates an open mind and positive attitude while interacting with others in a positive way 
• Sensitivity - Takes into consideration the feelings and needs of others in plans and actions

 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

 KEY COMPETENCIES

• Ability to communicate effectively verbally and in writing
• Ability to multi-task
• Ability to deliver world-class services and high-impact results
• Must exhibit a positive, cooperative, and friendly attitude, especially under pressure
• Ability to proactively identify issues and independently problem-solve.
• Strong presentation and communication skills
• Strong relationship building skills
• Team player

Minimum Qualifications 

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