Numotion aims to be the most responsive and innovative company to do business with. With more than 2,000 employees and over 140 locations nationwide, Numotion is the premier mobility and rehab equipment supplier, and remains committed to a strong local focus. We are seeking an organized, motivated individual to join our team.
SUMMARY OF RESPONSIBILITY:
A Customer Experience Representative the primary point of contact for the myNumotion App, specific campaigns within the Customer Lifecycle Management Program, secondary contact for National Customer Care Center and responsible for re-building loyalty by providing advocacy support between customers and the company. You will assist with resolution by bringing together the appropriate department employees while managing the correspondence received from all parties.
Provides professional, empathetic and personal service to each internal and external customer. Patiently responds to frustrated customers and turns difficult situations around to build stronger relationships; including follow-up to ensure satisfaction.
Monitor, listen and respond to negative reviews, messages and postings on Numotion’s social media platforms.
Ability to analyze the customer’s experience while patiently listening to the customer. Appropriately categorize the level of escalation and process the request on behalf of the customer, caregiver, funding source, and/or referral source.
Ensures complete and accurate escalation details are entered into all appropriate systems/databases and that the proper employees are notified.
Answers myNumotion chats, service, new equipment and general questions presented through the myNumotion app or online Contact Us form.
Review and process any customer requests presented through the Customer Lifecycle Management program. Communicates with the appropriate staff involved in order processing to allow for the most effective flow of orders being processed.
Effective multitasking, can easily input detailed requests into the systems/databases accurately while also searching for information and speaking with internal and external customers.
Works well with others, partnering with team members to achieve departmental goals and objectives as a team.
Open to shifting work schedule as needed, covering for other team members to meet the needs of business and customers.
Answers the National Customer Care line and route calls to the appropriate branch location, department or individual.
Other duties assigned as necessary.QUALIFICATIONS AND COMPETENCIES:Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Education/Experience: Associates degree or equivalent from two-year college or technical school, or 1-2 years related experience and/or training, or equivalent combinations of education and experience. Bilingual preferred (Spanish).Teamwork: Works well either alone or with a team. Balances team and individual responsibilities and puts the success of team above own interests. Supports everyone’s efforts to succeed.Planning/Organizing: Prioritizes and plans work activities, uses time efficiently and effectively. Takes initiative on projects and day to day activities. Follows up on projects and activities as needed.Oral Communication: Speaks clearly and persuasively in positive or negative situations; listens and gets clarification and responds well to questions.Written Communication: Writes clearly and informatively, edits work for spelling and grammar, varies writing style to meet needs. Able to read and interpret written information.Organizational Support: Completes administrative tasks correctly and on time. Supports organization’s goals and values.Adaptability: Adapts to changes in the work environment. Manages competing demands, changes approach or method to best fit the situation. Able to deal with frequent change, delays or unexpected events.Attendance/Punctuality: Is consistently at work and on time. Ensures work responsibilities are covered when absent. Arrives at meetings and appointments on time.Dependability: Follows instructions, responds to management direction. Takes responsibility for own actions and keeps commitments. Commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan.Professionalism: Approaches others in a tactful manner, reacts well under pressure. Treats other with respect and consideration regardless of their position. Accepts responsibility for own actions and follows through on commitments and communication.Accountability: An Essential component of this position requires the employee to accept accountability and demonstrate a willingness to seek solutions rather than find fault with others. Accountability includes, but is not limited to, timely follow up regarding all assignments, review of all reports, cooperation with co-workers and response to customer service issues. All employees are expected to be accountable for their actions.Language Ability: 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.Reasoning Ability: 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.Computer Skills: Strong computer skills in the areas of word processing, spreadsheet applications, database, web base and presentation.Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel, reach with hands and arms, and talk or hear.
Must be able to work for extended periods, up to 8+ hours per day.
Specific vision abilities required by this job include close vision and ability to adjust and focus.
Must be able to be empathetic and have a service oriented personality.
Ability to speak and write the English language.
At Numotion, we are committed to meeting the needs of those we serve, and our employees. Working for Numotion, you will receive a competitive wage and benefits, including medical, dental and vision insurance, short or long term disability, a 401 K plan and life insurance.
Numotion is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status or disability status.
Numotion is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.