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Service Coordination Representative

2 months ago

Sacramento, California, United States National Seating & Mobility Full time

Customer Service Representative

Job Category: Branch Administration Requisition Number: CUSTO002660

Job Overview

Company Overview:

At National Seating & Mobility, we empower individuals by enhancing their independence and self-sufficiency. Our dedicated teams are composed of passionate professionals committed to delivering exceptional care tailored to each client's unique needs. We prioritize abilities by utilizing innovative technology to create customized mobility solutions.

Joining National Seating & Mobility means embarking on a fulfilling career that positively impacts the lives of those we serve. With locations across more than 40 states, we celebrate diversity and offer a comprehensive benefits package, including 401k, company-paid Long Term Disability, and tuition reimbursement.

We are eager to expand our dynamic and committed team at NSM. We invite you to submit your resume and become part of a group of enthusiastic professionals dedicated to making a difference.

Key Responsibilities:

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

  • Manage incoming phone calls and inquiries with professionalism and efficiency, striving to resolve issues promptly to minimize follow-up calls.
  • Communicate effectively with clients, clinicians, and caregivers to provide updates on pending orders as directed by branch leadership.
  • Coordinate with branch personnel and clients/caregivers to schedule evaluations, deliveries, and repair appointments.
  • Assist in completing work orders, ensuring all necessary client information is accurately documented and verified for funding eligibility.
  • Perform data entry of relevant information, including scanning and filing documentation.
  • Support physical inventory efforts as directed by branch leadership.
  • Provide clerical assistance in preparing inventory documentation.
  • Engage in ongoing education related to job responsibilities, staying informed about NSM's policies and procedures.
  • Conduct follow-up calls efficiently and professionally.
  • Execute any additional job-related duties as assigned by branch leadership, maintaining a professional demeanor at all times.
  • Ensure regular and predictable attendance.

Performance Metrics:

  • Client satisfaction levels.
  • Adherence to CSR Queue reports and timely follow-ups.
  • Scheduling performance, including the percentage of total available orders scheduled.
  • Phone metrics, including the percentage of calls answered.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this role. Regular requirements include talking, hearing, sitting, and repetitive hand movements to operate standard office equipment. Frequent reaching with hands and arms is also necessary.

Qualifications:

Education:

High School Diploma or G.E.D.

Skills and Competencies:

  • Effective communication skills.
  • Proficiency in computer usage.
  • Strong organizational abilities.
  • Customer/client-focused approach.

Equal Opportunity Employer:

National Seating & Mobility is an Equal Opportunity Employer. We do not discriminate against employees or applicants based on their inquiries about, discussions of, or disclosures regarding compensation information.