Location: Rocky Hill,CT, USA
By joining Numotion, you will be a part of the nation's leading provider of Complex Rehabilitation Technology. Numotion is helping thousands of people with individually configured medically necessary mobility products and services. From manual and powered wheelchairs to disposable medical supplies that serve unique medical and functional needs, we are improving the lives of people with disabilities by enabling them to actively participate in everyday life. Maintaining our standing as the industry leader in CRT comes from having a workforce with a diverse mix of minds, backgrounds, and experiences, and we are committed to cultivating an inclusive work environment based on open dialogue, active listening, and ongoing definitive actions.
JOB PURPOSE:
Receives and implements service and repair requests and coordinates the timely provision of services. Facilitates timely order movement through Numotion's order processing system.
KEY RESPONSIBILITIES:
Assists customers with service & repair requests, enters and maintains accurate data in order processing system while progressing orders through to completion.
Releases purchase orders for replacement parts accurately and in a timely manner, facilitating completion of warranty and RA documentation as appropriate.
Responds to customer inquiries, requests, and complaints in a timely manner working with other staff members to increase customer satisfaction and turnaround times; communicates to customers their financial responsibility.
Takes responsibility to completely resolve issues without additional transfers and/or de-escalate customers whenever possible.
Coordinates scheduling & routing of service techs on request.
Reconciles routes and daily schedules to ensure proper allocation of service technician's time, reporting discrepancies to management.
Meets all set productivity and performance standards
Participates in Service & Repair initiatives to continually improve department results.
Other duties as assigned by manager
Utilize Numotion Leadership Principles to perform job with integrity, compliance, and values consistent with Numotion's mission.
Adhere to employee or customer confidentiality and comply with Numotion's policies and federal regulations.
Provide excellent customer service for all internal and external customers of the operations at all times. Provide solutions for customer concerns and continually focus on customer service as our top priority.
The above duties and responsibilities are not an all-inclusive list but rather a general representation of the duties and responsibilities associated with this position. The duties and responsibilities will be subject to change based on organizational needs and/or as deemed necessary by management.
REQUIRED QUALIFICATIONS, SKILLS, AND EXPERIENCE:
High school diploma or general education degree (GED) or equivalent combination of experience and education.
Minimum one year of customer service experience
PREFERRED COMPETENCIES AND QUALIFICATIONS:
Strong communication skills, both written and verbal
Strong listening, organization and priority setting skills.
Ability to work in a fast-paced environment and juggle multiple priorities.
Ability to think quickly, assess a situation and make a sound decision.
Ability to provide best-in-class customer service
Working knowledge of service order processing experience
Knowledge of complex rehab equipment and products
Prior experience working in durable medical equipment industry
Demonstration of exceptional interpersonal and problem-solving skills both internally and externally with customers.
Knowledge of MS Word, Excel, PowerPoint, and Outlook
PHYSICAL WORK REQUIREMENTS:
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Frequent use of hands, wrists, fingers associate with computer equipment.
Prolonged periods of time working at a desk and/or on a computer.
Occasionally move and reach with arms and hands.
Ability to communicate effectively.
Ability to work overtime as needed
At Numotion, we offer competitive compensation packages, including medical, dental and vision insurance, short-term and long-term disability, a 401k, and life insurance. Numotion is an equal opportunity employer. We strive for a workplace that reflects the communities we serve and do not tolerate discrimination against our employees, customers, and partners regardless of ethnicity, disability, gender identity, sexual orientation, religion, age, citizenship, marital or veteran status. Numotion is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.