Centralized Customer Service Specialist

Job Details

Statement of the Position:

Works to support caller/client needs by effectively and efficiently taking inbound calls and handling caller/client questions with professionalism and empathy. Understanding of NSM processes, systems, training materials are required to appropriately respond to questions and give the caller/client the best experience possible.

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Answers phone calls and manages phone requests and inquiries in a helpful and professional manner. Takes the initiative to bring inquiries to a conclusion where at all possible, thereby avoiding return phone calls. Communicates with clients, clinicians and caregivers to provide status on pending orders as directed by branch leadership.
• Completes follow up phone calls efficiently and professionally.
• May coordinate with branch staff and clients/caregivers to set client/referral source evaluation, delivery, and repair appointments.
• May assist in completion of work orders which may involve but is not limited to verification that all necessary client information is documented, equipment detail entry, and verification of eligibility for funding. Accepts delivery of goods when necessary.
• Performs data entry of all pertinent information, including scanning documentation received. Files documents and folders.
• Responsible for continuing education related to job duties, i.e. remaining informed about and familiar with NSM’s current and/or new policies and procedures, checking WNSM for new information on an ongoing basis, completing Learning Links and attending courses or seminars as assigned by the Branch Manager or OA.
• Performs any directly related job duties as assigned by Centralized Customer service leadership. Carries out all position expectations in a professional manner.
• Must maintain regular and predictable attendance.

• Client satisfaction.
• Compliance with CSR Queue reports and timeliness of follow up.
• Scheduling performance – percentage of total available orders scheduled.
• Phone metrics – percentage of calls answered.

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, printers, photocopiers, filing cabinets and fax machines

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is regularly required to sit; use hands repetitively to operate standard office equipment. The employee is frequently required to reach with hands and arms.

• High School Diploma or G.E.D.
• Communication Proficiency
• Computer Proficiency
• Organizational Skills
• Customer/Client Focus