About The Position
The Customer Care Specialist is a key driver for fostering interest of Convatec products and services through dialogue with customers. As an integral member of the Customer Relationship team, you will strive to achieve and exceed objectives and goals by engaging consumers through the execution of inbound calls and outbound calls for leads and product sampling based on the identification of the customer’s needs. In this role, you will engage customers in conversations that will help improve their quality of life. You will provide solutions that will have a positive impact and will support Convatec’s best in class portfolio of products and lines of services. You will also be responsible for providing innovative ideas and sharing consumer insights with peers, managers and the marketing team.
Requirements
- Associates or Bachelor’s degree preferred. High School Diploma/GED required.
- 1+ years of customer service experience.
- Proven track record of call center experience and/or sales from tele-sales and/or indirect sales activities
- Experience in working structured and efficiently with inbound/outbound campaigns
- Proven ability to conduct structured conversations, trouble shoot and provide consumer-focused solutions
- Excellent verbal and written communication skills
- Excellent phone etiquette
- Competitive drive for achievement in the healthcare industry
- Must be patient, empathetic and possess high degree of maturity
- Strong ability to provide clear, concise processes and procedures along with step-by-step direction and advice
- Strong listening skills and ability to use effective questioning and probing that will lead to a successful resolution, and an overall exceptional customer experience
- Results orientated and outgoing in character with a natural skill in building rapport and engaging in conversations that will lead to results
- Ability and willingness to precisely follow instructions and guidelines provided
- Strong level of compassion and empathy for ostomy end consumers
- Strong team player
Nice To Haves
- You’ve worked in similar consumer/customer roles before, so you understand the importance of being a team player.
- Alongside your customer/consumer experience and knowledge, you’ll bring high level communication skills to the role.
- A natural communicator and motivator, you’re ready to help your me+ team shine.
- And because you’re resilient, adaptable and positive in the face of change, you’ll shine here too.
Responsibilities
- Execute high volume of outbound and inbound calls to follow-up on consumer samples and other leads generated by specific campaigns
- Foster interest in ConvaTec products through dialogue with patients.
- Effectively identify customer needs and present information based on needs identified
- Plan and prioritize time and activities to maximize opportunities to achieve goals
- Meet and exceed monthly efficiency, activity and targets/goals
- Provide positive customer experience, life improving advice and solutions using structured approach, with goal of capturing sales
- Acquire and demonstrate high level of product knowledge and competitive product/market dynamics
- Provide campaign feedback and consumer insights to Marketing
- Effectively operate computer-based contact/database management program and accurately complete customer profile, relevant post call notes, sample activity, literature fulfilment requests, possible follow up steps, etc.
- Be active part of team development including receiving coaching and training with colleagues on a regular basis
- Convey a positive and professional phone image
- Ensure that all customer interactions are within compliance and follows established guidelines
Benefits
- Our solutions provide a range of benefits, from infection prevention and protection of at-risk skin to improved patient outcomes and reduced care costs.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
