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Bi-Lingual Sales and Service Representative

Olivette, MO 63132

Post Date: 04/21/18 Job ID: 44610

This client manufactures and sells products that provide assistance with incontinence. Their drive to provide customers with excellent service and products has pushed them to be the leading supplier in this field throughout the nation. Currently, they are seeking a Bi-Lingual Sales and Service Representative to support the reimbursement business through counseling, exceptional service, and pro-active education and sales as required by the position.

Position: Direct Hire

Location: Olivette, MO

Similar positions: Customer Service Representative, Bi-Lingual Sales

Responsibilities of the Bi-Lingual Sales and Service Representative:
  1. Communicate fluently with customers in both English and Spanish
  2. Primary focus is sales and service, placing outbound calls to prospective leads/customers (no cold calling) and inbound lead/customer calls
    • This requires the SSR to develop and maintain extensive knowledge of payer rules regarding Medicaid, Medicare, and other Insurance for incontinence and medical supplies
  3. Strive to meet customer s needs through consultative sales
    • Extensive HDIS product knowledge is required
    • Determine customer usage and product needs
    • Provide detailed information / features of different products
    • Make product recommendations based on needs assessment from customer and formulary
    • Establish unique plans within the state formulary guidelines to ensure customer needs are met
    • Offer appropriate ancillary products based on customer needs
  4. Manage time to optimize availability to assist customers on the phone
  5. Work cooperatively with staff from own department and other departments to identify customer service opportunities, make recommendations, plan and coordinate program and communication changes
  6. Potentially provide service to customers who are encountering confusing information; resolve pending issues rebuild the relationship with the customer. Provide supportive assistance in a calm, caring demeanor regardless of the customer s approach.
  7. Meet or exceed department objectives and review performance reports daily and monthly
  8. Develop individualized payment plans for customers utilizing common business sense based on customer s personal situations and to overcome overdue balances
  9. Maintain a high degree of confidentiality pertaining to customer situations and safeguard any information obtained from a customer or on behalf of a customer
  10. Must display extreme patience, compassion, and understanding for all customers. Some customers may be hard of hearing, have speech difficulties, memory loss, easily confused or quickly angered.
  11. Develop extensive product knowledge of what products are utilized for what level of incontinence individually for customers. Participate in additional training sessions provided.
  12. Provide feedback to management on any customer situation or trends uncovered while assisting customers in a timely manner.
  13. Be open to change and flexible to new ideas.
  1. Become efficient with functions of Sales and Service/Reimbursement departments
  2. Assist other departments personnel as needed
  3. Fill in as needed in other capacities of company as required or assigned
  4. Complete special projects and miscellaneous assignments as required
  5. Keep management informed of area activities and of any significant problems
  6. Log all customers feedback in Halo
  7. Attend and actively participate in meetings, Department and Team contests, motivational activities
  8. Ensure that work area is clean, secure and well maintained
  9. Work independently and within a team environment with ease

Requirements of the Customer Care Supervisor:
  • Previous Bi-lingual experience working closely with customers in a Sales & Service environment
  • Knowledge of business telephone procedures and etiquette
  • Possess good writing and typing skills
  • Strong ability to attention to details with high accuracy along with strong organization skills
  • Polished verbal communications skills
  • Cooperative and willing to assist others
  • Ability to use computer applications
  • High level of reliability as it pertains to attendance
  • Ability to consistently deliver high quality service to both internal and external customers

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