Job DescriptionJOB PURPOSE: The Director of Service Order Processing manages daily activities for Service Coordinators based in multiple locations. This position ensures timeliness of processing repair orders and providing best-in-class customer service. In addition, this position mentors and develops the Service Coordinators with the purpose of attaining high level customer service and enabling the career aspirations of those who want to grow their career in other roles.
KEY RESPONSIBILITIES: - Lead and direct the service order processing team in providing repair services to customers, ensuring a high level of customer satisfaction and retention.
- Provide direct coaching (performance and career) routinely.
- Work cross functionally to coordinate service technician's activities, including optimization of scheduling and routing to ensure quality and timely provision of service and repair.
- In conjunction with all other Numotion departments, address and resolve escalations in the timeframes outlined in procedures.
- Direct quality and timely assistance for customers with service & repair requests (including fielding phone calls, entering, and maintaining accurate data in order processing system, scheduling appointments).
- Work with the team to increase customer satisfaction and improve turnaround times.
- Review incoming and outgoing phone calls for quality with intent to improve customer-service skills (active listening, empathy, patience, etc.).
- Lead and implement Numotion Service & Repair best practices and drive universal service and repair processes within the territory.
- Perform other related duties as assigned.
- Utilize Numotion Leadership Principles to perform job with integrity, compliance, and values consistent with Numotion's mission.
- Adhere to employee or customer confidentiality and comply with Numotion's policies and federal regulations.
- Provide excellent customer service for all internal and external customers of the operations at all times. Provide solutions for customer concerns and continually focus on customer service as our top priority.
- The above duties and responsibilities are not an all-inclusive list but rather a general representation of the duties and responsibilities associated with this position. The duties and responsibilities will be subject to change based on organizational needs and/or as deemed necessary by management.
REQUIRED QUALIFICATIONS, SKILLS, AND EXPERIENCE: - Bachelor's degree in a related field or an equivalent combination of education and related experience may be considered.
- Minimum of five years of operational work experience and/or training.
- Minimum of two years of supervisory experience, including leading, mentoring and/or coaching.
PREFERRED QUALIFICATIONS AND COMPETENCIES: - Working knowledge of service order processing experience.
- Prior experience working in durable medical equipment industry.
- Prior experience with healthcare accreditation process and business requirements.
- Knowledge of funding and payer requirements.
- Demonstrated ability to thrive in a matrixed environment, working with cross functional team members to achieve shared goals.
- Demonstrated ability to act as a change agent and leading the acceptance of change within a rapidly changing environment.
- Ability to develop and execute multiple business priorities and approaches to meet objectives.
- Demonstrated exceptional interpersonal and problem-solving skills both internally and externally with customers.
- Superior communication skills, both written and verbal, to effectively address all levels within the organization.
- Knowledge of MS Word, Excel, PowerPoint, and Outlook.
PHYSICAL WORK REQUIREMENTS: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Ability to meet essential functions of the position with reasonable accommodations as necessary.
- Must be highly mobile, able to access all areas of the premises.
- Ability to concentrate and remain focused while handling multiple tasks, responsibilities, and projects.
- Ability to work over 8 hours in a workday, and over 40 hours in a work week, as necessary.
- Ability to understand and carry out written and verbal instructions.
- Ability to bend, twist, stoop, reach, and lift equipment weighing up to 40 pounds.
At Numotion, we offer competitive compensation packages, including medical, dental and vision insurance, short-term and long-term disability, a 401k, and life insurance.
