Senior Customer Service Representative

Join Our Team as a Senior Customer Service Representative

At National Seating & Mobility (NSM), we provide complex rehabilitation seating, mobility, and positioning systems. With a dedicated network of professionals across Canada, we specialize in delivering personalized mobility solutions that enhance independence, safety, and comfort for our clients. Our mission is to empower individuals of all ages with mobility challenges, offering reassurance to families and caregivers while providing exceptional clinical support to therapists and healthcare professionals.

We are looking for a Senior Customer Service Representative to join our team and help us continue our mission of transforming lives through mobility solutions.

Scope

As a Senior Customer Service Representative, the employee shall interact with clients to provide the necessary support regarding the medical equipment at NSM and lead and help resolve any issues or complaints to reach their needs and achieve their satisfaction

Position Reports To: Branch Manager or Operations Supervisor (depending on the size of the organization)

Role and Responsibilities / Essential Functions

• Greet and assist in-store or phone-in customers, assisting customers with selection of suitable equipment and setting up deliveries of equipment to customers' homes.  Handle escalated customer inquiries and complaints, providing effective solutions and maintaining a positive customer experience.
• Scheduling and organizing repair services for wheelchairs, lifts, and other medical equipment over the phone.
• Prepare quotes, send emails, schedule appointments, and maintain client records.
• Administer the equipment reservation and rental process, including sourcing medical equipment from the other locations, having strong attention to detail and organizational skills.
• Timely and accurate recording of customer deliveries, billings, reservations, and service, preparing work orders, customer orders, questioning potential errors or missing items.
• Ensure safekeeping and accurate recording of payments received in branch.
• Follow up on delayed or inaccurate billings, funding submissions, and accounts receivable aging as required.
• Reconciliation and troubleshooting or customer accounts and transactions specific to branch needs and in coordination with other branches and departments.
• Maintain a curious mindset to continually develop and recommend policy and procedural improvements creating efficiencies to customer service practices and providing best client experience.
• Analyze customer feedback and implement strategies to enhance customer satisfaction.
• Procedural development and training of client focused processes and internal procedures.
• Conduct training sessions and provide feedback and coaching for new hires and ongoing training for existing staff to enhance skills and knowledge in customer service best practices.
• Lead, collaborate or assist branch leadership in ad hoc projects and initiatives.
• Provide operational support to branch leadership and other tasks, as required.

Competencies / Skills

• Minimum of 5 years in customer service in retail or health-care administrative environment.
• Strong organizational and multitasking skills, with a friendly and professional demeanor.
• Ability to handle difficult situations with empathy and patience, ensuring a positive customer experience.
• Outstanding problem-solving skills, with the ability to think critically and make decisions under pressure.
• Experienced working in financial systems, such as SAP or similar recording deliveries, invoices, reconciling and viewing customer accounts.
• Demonstrated previous experience leading projects, policy and procedure development and process improvement implementations.
• Demonstrated experience in supervisor role or coaching and mentorship of junior staff.
• Experience with scheduling, supply chain (procurement, ordering, inventory management) an asset.
• Project management/coordination
• Proficient with Microsoft Outlook and Advanced Microsoft Excel skills required.
• Formal education in business management or administration, an asset.

Why Join NSM?

• A rewarding career where you make a real difference in people's lives.
• Employer-paid benefits, ensuring your health and well-being.
• RRSP matching program, helping you invest in your future.
• Generous paid time off, because work-life balance matters.
• Company-sponsored events, fostering a fun and inclusive team culture.
• Branded company attire, so you can represent NSM with pride.
• Competitive Wage, you will receive $24-$27 for this role.

If you're passionate about making a difference and want to be part of a team that transforms lives through mobility solutions, we'd love to hear from you