Customer Service Representative

Duties And Responsibilities / Essential Functions

• Answer phone calls and manage 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.
• Collaborates with branch staff and clients/caregivers to set client/referral source evaluation, delivery, and repair appointments.
• Aids in the completion of work orders, which may involve verifying all necessary client information is documented, equipment detail entry, and verifying eligibility for funding.
• Accepts delivery of goods when necessary.
• Performs data entry of all pertinent information, including scanning documentation received.
• Filings documents and folders as needed.
• Aids in the physical inventory at the direction of branch leadership.
• Supports the preparation of inventory documentation.
• Completes continuing education related to job duties, staying 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 follow-up phone calls efficiently and professionally.
• Performs any directly-related job duties as assigned by branch leadership.

Physical Demands

• Regularly required to talk or hear.
• Frequent repetition of hand movements using hands and arms.
• Sitting for extended periods.
• Using standard office equipment such as computers, phones, printers, photocopiers, filing cabinets, and fax machines.