At Numotion, we’re on a mission to improve the lives of people with disabilities. As North America’s largest provider of mobility products and services, we deliver personalized solutions from manual and power wheelchairs to medical supplies and other assistive technologies that support health, independence, and everyday participation. We’re committed to a workforce of diverse backgrounds and experiences and to an inclusive environment shaped by open dialogue, attentive listening, and tangible, ongoing action.

SUMMARY OF RESPONSIBILITY: Customer Care Representative Manager oversees the Customer Care Representative support function at the division level and maintains staff levels to assure that order processing and Account Manager (AM) support needs can be met or exceeded. CCR Manager will work to ensure the timeliness and accuracy of order processing within the division.

The pay range for this position is $60,000-72,000 salary. It is not typical for an individual to be hired at or near the top of the pay range and compensation decisions are dependent on the facts and circumstances of each case. The specific compensation offered to a candidate may be influenced by a variety of factors including skills, qualifications, experience and location

Essential Functions:

• Manages Customer Care Representatives (CCRs) daily activities.
• Recruits, hires, trains, disciplines and terminates CCC staff as needed.
• Assesses competency, capacity and performance of CCR staff.
• Assures CCRs are effectively supporting the needs AM’s within the Division.
• Assures CCRs effectively manage OIP through OIP meetings or delivery planning process.
• Assures that CCRs maintain effective relationships with referrals and customers.
• Assures that CCR staff can work effectively with other staff or departments to move orders in a timely and accurate fashion.
• Works with VP to balance load of OIP to maintain order processing efficiency.

Other Functions:

• Works in conjunction with other dept. management to maintain continuity of service, timeliness and accuracy of orders.
• Handles order resolution when escalation is necessary.
• Addresses customer concerns when escalation is necessary.

The duties listed above are intended only as illustrative of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar or a logical assignment to the position.

QUALIFICATIONS AND COMPETENCIES:

• 5 or more years leadership experience required. 
• Bachelor’s degree in business or other related field experience is required
• Strong interpersonal skills and problem resolution abilities.
• Strong ability to assess ability and capacity of staff.
• Strong customer service skills and knowledge of order process.
• Knowledge of funding and payer requirements.
• Ability to work in a high paced environment.

At Numotion, we offer competitive compensation packages, including medical, dental and vision insurance, short-term and long-term disability, a 401k, and life insurance. Numotion is an equal opportunity employer. We strive for a workplace that reflects the communities we serve and do not tolerate discrimination against our employees, customers, and partners regardless of ethnicity, disability, gender identity, sexual orientation, religion, age, citizenship, marital or veteran status. Numotion is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.