• Job Description

  Req#: CUSTO004844
  Statement of the Position:
  
  Coordinates with branch leaderships, Access Sales Consultants (ASC's), Inside Access Sales (IAC's), Technician and other office support personnel to ensure that all operational procedures are completed in accordance with company policy and within expected time frames. Provides administrative office support and maintains ongoing communication with referral sources, clients and caregivers, acting as a liaison.
  
  Company Description:
  
  At all levels, working at National Seating & Mobility provides the opportunity to directly impact our client's lives by giving them self-reliance and independence. Our teams are comprised of passionate individuals, dedicated to providing the best care to each client. We focus on abilities by leveraging technology and creating mobility solutions that are as unique as our client's needs.
  
  Working at National Seating & Mobility is an opportunity to build a meaningful career, while leaving a lasting impact on the lives of those we serve. Located in more than 40 states, we strive for diversity and offer an array of benefits including 401k, company paid Long Term Disability, and tuition reimbursement.
  
  We are looking to grow our enthusiastic and engaged team at NSM. Submit your resume and join a group of enthusiastic professionals dedicated to changing lives.
  
  Duties and Responsibilities / 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 from the Branch Manager or other personnel. Communicates with clients, clinicians and caregivers to provide follow-up on pending orders as directed by branch leadership.
  • Completes follow up phone calls efficiently and professionally.
  • Coordinates with branch staff and clients/caregivers to schedule evaluation, delivery and repair appointments.
  • 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, verification of eligibility for funding, and collecting payments.Performs data entry of all pertinent information, including collecting and appropriately filing manufacturer quotes and wo details as needed.
  • Drives preventative maintenance programs through direct-to-client marketing and coordinating service appointments with clients and branch teams.
  • Serve as primary point of contact for waiver program and other referral source case managers. Responsible for work order creation, document scanning, lead qualification and coordinating evaluation and delivery appointments.
  • Assists with CRM data entry as needed. Coordinate with Access sales team to ensure all organic sales information is kept updated and current in CRM.
  • 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 Access Operations Manager. Carries out all position expectations in a professional manner.
  • 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.
  • Preventative Maintenance - sales/close rate.
  
  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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  
  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.
  
  Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
  This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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