Job Description

Join Our Team as a 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 Customer Service Representative to join our team and help us continue our mission of transforming lives through mobility solutions.

Scope

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

Position Reports To: Branch Manager

Role and Responsibilities / Essential Functions

• Greet and assist in-store customers, providing expert guidance in selecting suitable medical equipment.
• Assist customers with the selection of suitable equipment.
• Resolve patient inquiries via phone, offering tailored equipment solutions and coordinating home deliveries.
• Establish a working relationship with therapists and other healthcare professionals for equipment demos, trials, or rentals.
• Organize and schedule specialized repair services for complex medical equipment, including wheelchairs and patient lifts.
• Prepare professional quotes, manage email correspondence, and process customer orders to ensure seamless business operations.
• Track and retrieve high-demand equipment across multiple locations to ensure constant availability for patients.
• Administer the end-to-end equipment reservation and rental process, ensuring strict adherence to detail and technical accuracy.
• Maintain meticulous client records, including work orders, billings, and detailed service histories.

Competencies Skills

• Experienced in managing high-volume customer interactions across multiple channels, including in-person visits and multi-line phone systems.
• Proficient in maintaining and updating internal IT systems and databases to ensure accurate client records and documentation.
• Offer and create solutions based on client’s enquiries
• Proven track record of identifying customer needs and delivering tailored solutions for technical products and services.
• Skilled at coordinating daily schedules and managing multiple competing priorities in fast-paced environments.
• Strong active listening and organization skills, with a commitment to maintaining a professional demeanor in all client interactions.
• Advanced user of Microsoft Outlook and Excel for professional correspondence and data organization.

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 $20-$23 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!