Client Inquiry Specialist

Commercial Vehicle Group; Chattanooga (TN); On-site; USD 35,000 - 55,000; Full time

Job summary

National Seating & Mobility is seeking a Client Inquiry Specialist to be the first point of contact for clients, directing questions to the appropriate person and documenting each interaction. The role collaborates with branch staff to resolve concerns promptly and in line with company policy.

The position involves data entry, tracking inquiries through resolution, and maintaining up-to-date contact lists across branches while upholding professional standards and regular attendance.

Qualifications

• Strong written and oral communication abilities.
• Ability to document and maintain standard operating procedures.
• Heavy follow-up and critical thinking skills.
• Excellent interpersonal skills with internal and external stakeholders.

Responsibilities

• Answers phone calls, web requests and emails in a timely, professional manner.
• Performs data entry and creates documentation to categorize and track each contact to resolution.
• Follows up on open questions until resolved.
• Maintains current contact lists for each branch and management contacts.
• Reports incidents that involve injury to Compliance Department.
• Keeps informed about NSM policies and completes assigned training promptly.
• Performs duties in a professional manner and maintains attendance.
• Assumes other duties as assigned by manager.

Skills

Communication skills

SOP documentation

Follow-up & critical thinking

Interpersonal skills

Education

High School Diploma or equivalent

Job description

The Client Inquiry Specialist acts as the first point of contact for clients with questions or concerns. Contact may be received via the Client Care phone line, the external website, NSM’s information email address and other channels. This position answers simple questions but primarily directs the client’s question or concern to the appropriate person to address it promptly and works closely with branch staff and management to ensure each concern is addressed in accordance with company policy and within expected time frames. This position documents and categorizes each client interaction and tracks the activity until a resolution is reached

Company Description:

At all levels, working at National Seating & Mobility provides the opportunity to directly impact our client’s lives by giving them self-reliance and independence. Our teams are comprised of passionate individuals, dedicated to providing the best care to each client. We focus on abilities by leveraging technology and creating mobility solutions that are as unique as our client’s needs.

Working at National Seating & Mobility is an opportunity to build a meaningful career, while leaving a lasting impact on the lives of those we serve. Located in more than 40 states, we strive for diversity and offer an array of benefits including 401k, company paid Long Term Disability, and tuition reimbursement.

We are looking to grow our enthusiastic and engaged team at NSM. Submit your resume and join a group of enthusiastic professionals dedicated to changing lives.

Duties and Responsibilities / Essential Functions:

1. 1. Answers phone calls, web requests and emails, and manages requests and inquiries in a helpful, timely and professional manner.
2. 2. Performs data entry and creates documentation to categorize and track each contact through to resolution.
3. 3. Follows up on open questions/concerns in a timely manner until resolved.
4. 4. Maintains a current contact list for each branch, including the main client contact, branch and regional management and funding director for each.
5. 5. Reports Incidents that did or could involve injury to the Compliance Department.
6. 6. Remains informed about and familiar with NSM’s policies and procedures and completes assigned training promptly.
7. 7. Carries out all position expectations in a professional manner.
8. 8. Maintains regular and predictable attendance.
9. 9. Assumes other duties and responsibilities as assigned by manager.

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, printers, photocopiers, filing cabinets and fax machines.

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. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is regularly required to sit; use hands repetitively to operate standard office equipment. The employee is frequently required to reach with hands and arms.

Required Education, Experience & Competencies:

• High School Diploma or equivalency certificate.
• Strong oral and written communication skills.
• Ability to document and maintain standard operating procedures.
• Heavy follow-up and critical thinking skills.
• Excellent interpersonal skills including the ability to interact effectively and professionally with individuals at all levels; both internal and external.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.