NCCC Assistant

Numotion•Kansas City, MO

16d

About The Position

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: The NCCC Assistant is the primary contact for National Customer Care Center. This role communicates, directs, and coordinates supportive services for the field support and Numotion locations. In addition, this position performs administrative and clerical tasks as necessary to meet company objectives and goals while maintaining confidentiality in all areas of knowledge of business and organizational matters.

Requirements

Associate’s degree in a related field or an equivalent combination of education and related experience may be considered.
Strong computer skills in the areas of word processing, spreadsheet applications, database, web base, presentation, and graphic design.
Ability to perform each essential duty satisfactorily
Ability to read, analyzes, and interprets general business periodicals, professional journals, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Ability to meet essential functions of the position with reasonable accommodations, as necessary.
Ability to sit for long periods of time.
Must be highly mobile, able to access all areas of the premises.
Ability to work overtime as necessary.

Nice To Haves

Bilingual preferred.

Responsibilities

Answer the National Customer Care line and route all customer grievances from the 1.800 phone line to the appropriate team members and leadership.
Work directly with service and repair leadership to communicate all manufacturer recall directives.
Support all Numotion departments and locations with phone rollover activity.
Complete callback requests and assign voicemails within Numotion metric threshold.
Assist customers with completing Numotionlistens.com survey.
Triage and forward erratic driving complaints to Customer Experience Team.
Assist Numotion customers with basic demographic/scheduling status questions/concerns in a friendly/timely manner.
Assist customers and clinicians with MyNumotion App access/reset.
Complete all call dispositions properly.
Prioritize and plan work activities; use time efficiently and effectively; take initiative on projects and day to day activities; follow up on projects and activities as needed.
Speak clearly and persuasively in positive or negative situations; listen and get clarification; respond well to questions.
Write clearly and informatively; edit work for spelling and grammar; vary writing style to meet needs; able to read and interpret written information.
Work well either alone or with a team; balance team and individual responsibilities; put success of team above own interests; support everyone’s efforts to succeed.
Complete administrative tasks correctly and on time; support organization’s goals and values.
Adapt to changes in the work environment; manage competing demands; change approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
Consistently at work and on time; ensure work responsibilities are covered when absent; arrive at meetings and appointments on time.
Follow instructions, respond to management direction; take responsibility for own actions; keep commitments; commit to long hours of work when necessary to reach goals; complete tasks on time or notifies appropriate person with an alternate plan.
Approach others in a tactful manner; react well under pressure; treat others with respect and consideration regardless of their status or position; accept responsibility for own actions; follow through on commitments and communication.
Perform other related duties as assigned.