Customer Service Representative

Spanish Bilingual Consumer Support Specialist

We are looking for a Spanish Bilingual Consumer Support Specialist position with a focus on outgoing calls to users who are ordering our products to see if those products are working well and talking through anything if not! This position will have some incoming call aspects as well.

Major Areas of Accountability:

• Execute high volume of inbound calls to address consumer inquiries
• Communicate with end-users about intimate health care issues and anatomical functions in a mature and professional manner
• Maintain a high level of product knowledge, competitive product knowledge and an understanding of market dynamics that may impact our consumers
• Acquire and demonstrate all necessary subject matter expertise to provide responses to incoming consumer inquiries
• Knowledgeable regarding internal and external business areas including other manufacturers and suppliers
• Accurately and thoroughly document each end-user profile and interaction in Coloplast CRM systems according to standard department procedures. Responsible for data quality, including self-auditing.
• Identifying sales opportunities within the service call and partner with Consumer Sales team
• Responsible for achieving call and quality targets
• Conduct reporting as needed or requested
• Other duties as assigned

Requirements Essential Qualifications:

• SPANISH BILINGUAL PROFICIENCY REQUIRED
• Associates or Bachelor’s degree and/or a combination of at least 2 – 4 years of healthcare customer service/sales experience
• Experience in a call center sales environment preferred
• Ability to explain medical process and procedures while giving clear, concise, step-by-step direction
• Demonstrated ability to navigate difficult conversations

Knowledge, Skills, and Abilities:

• Highly motivated and results-driven
• Excellent verbal and written communication skills
• Highly skilled in effectively utilizing the telephone as a customer relations and sales tool
• Demonstrates effective critical thinking and problem-solving skills to overcome objectives and identify opportunities to improve the customer relationship and increase sales
• Must show patience, empathy, and maturity toward others
• Structured and organized approach with attention to detail and proper documentation of all work
• Able to work well independently with little guidance, and in cross-functional teams
• Intermediate computer skills in MS Excel, PowerPoint, and Word.
• Healthcare industry experience preferred