Customer Care Coordinator - Delivery Sched. I (CCCDSI)

Numotion•San Antonio, TX

26d

About The Position

The Customer Care Coordinator schedules deliveries and coordinates the timely provision of services for Rehab and Aftersale orders. The role assists customers, referral sources, and Numotion team members with delivery scheduling, maintains accurate information in applicable order tracking systems, and works to optimize ATP and seating technician schedules. It responds to inquiries in a timely manner, resolves or de-escalates customer issues when possible, and supports customer satisfaction and improved turnaround times. The position is expected to meet productivity and performance standards, participate in Rehab initiatives to improve department results, follow Numotion policies and federal regulations, protect confidential information, and provide excellent service to internal and external customers. Additional duties may be assigned or changed based on organizational needs. The role requires a high school diploma or GED (or an equivalent combination of experience and education) and at least one year of customer service or dispatching/routing experience. The job posting notes that candidates must pass a drug test before beginning employment.

Requirements

High school diploma or GED, or an equivalent combination of experience and education.
At least one year of customer service or dispatching/routing experience.
Ability to meet the essential functions of the position with reasonable accommodations as necessary.
Ability to work overtime as needed.
Candidates must pass a drug test before beginning employment.

Nice To Haves

Strong written and verbal communication skills.
Strong listening, organization, and priority-setting skills.
Ability to work in a fast-paced environment and manage multiple priorities.
Ability to think quickly, assess situations, and make sound decisions.
Ability to provide best-in-class customer service.
Knowledge of complex rehab equipment and products.
Prior experience in the durable medical equipment industry.
Exceptional interpersonal and problem-solving skills with internal and external customers.
Knowledge of MS Word, Excel, PowerPoint, and Outlook.

Responsibilities

Assist customers, referral sources, and Numotion team members with Rehab and Aftersale delivery scheduling.
Enter and maintain accurate data in all applicable order tracking systems.
Communicate with clients and referral sources to find optimal or recommended appointment availability.
Update applicable order tracking systems and make efforts to optimize ATP and seating technician schedules.
Respond promptly to customer and referral source inquiries and requests, working with other staff to improve customer satisfaction and turnaround times.
Take responsibility for resolving issues without additional transfers and de-escalate customers whenever possible.
Meet established productivity and performance standards.
Participate in Rehab initiatives to continuously improve department results.
Perform other duties as assigned.
Use Numotion Leadership Principles and perform the job with integrity, compliance, and values consistent with Numotion’s mission.
Protect employee and customer confidentiality and comply with Numotion policies and federal regulations.
Provide excellent customer service to internal and external customers and offer solutions to customer concerns.