Regional Customer Service Representative

Duties and Responsibilities / Essential Functions:

1. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
2. Provide customer service assistance to local branch managers and clients. Takes appropriate action to resolve all customer issues in a timely manner.
3. Answers phone calls and manages phone requests and inquiries in a helpful and professional manner. Communicates with clients, clinicians and caregivers to provide follow-up on pending orders as directed by region leadership.
4. Answers a high volume of sub-regional calls while completing follow up phone calls efficiently and professionally.
5. Coordinates with branch staff and clients/caregivers to set client/referral source evaluation, delivery and repair appointments.
6. Assists 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.
7. Performs data entry of all pertinent information, including scanning documentation received. Files documents and folders.
8. 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 Regional Director.
9. Performs any directly-related job duties as assigned by leadership. Carries out all position expectations in a professional manner.
10. Must maintain regular and predictable attendance.

Position may be measured using the following performance standards:

• 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.

Work Environment:

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.

Physical Demands:

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.

Required Education, Experience, & Competencies:

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

This job description in no way states or implies that these are the only duties to be performed by this employee. He/She will be required to follow any other instructions and to perform any other duties requested by his/her supervisor.