Centralized Customer Service Specialist

National Seating & Mobility•Chattanooga, TN

6d•Onsite

About The Position

The Centralized Customer Service Specialist supports callers and clients by efficiently handling inbound calls and responding to questions with professionalism and empathy. The role requires familiarity with National Seating & Mobility (NSM) processes, systems, and training materials to provide appropriate answers and a positive client experience. The position operates in a professional office environment and requires regular, predictable attendance. Performance may be measured by client satisfaction, compliance with CSR Queue reports and follow-up timeliness, scheduling performance, and the percentage of calls answered.

Requirements

High school diploma or G.E.D.
Communication proficiency.
Computer proficiency.
Organizational skills.
Customer/client focus.
Regular and predictable attendance.

Responsibilities

Answer phone calls and manage phone requests and inquiries helpfully and professionally.
Take initiative to resolve inquiries whenever possible and avoid unnecessary return calls.
Communicate with clients, clinicians, and caregivers to provide status updates on pending orders as directed by branch leadership.
Complete follow-up phone calls efficiently and professionally.
Coordinate, when needed, with branch staff and clients or caregivers to schedule client or referral-source evaluations, deliveries, and repair appointments.
Assist with work orders, including checking that client information is documented, entering equipment details, and verifying funding eligibility.
Accept delivery of goods when necessary.
Enter pertinent information, including scanning received documentation.
File documents and folders.
Continue job-related education by staying informed about current and new NSM policies and procedures, checking WNSM for information, completing Learning Links, and attending courses or seminars as assigned by the Branch Manager or OA.
Perform directly related duties assigned by Centralized Customer Service leadership.
Carry out position expectations professionally and maintain regular, predictable attendance.