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:
Communicate fluently with customers in both English and Spanish
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
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
Manage time to optimize availability to assist customers on the phone
Work cooperatively with staff from own department and other departments to identify customer service opportunities, make recommendations, plan and coordinate program and communication changes
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.
Meet or exceed department objectives and review performance reports daily and monthly
Develop individualized payment plans for customers utilizing common business sense based on customer s personal situations and to overcome overdue balances
Maintain a high degree of confidentiality pertaining to customer situations and safeguard any information obtained from a customer or on behalf of a customer
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.
Develop extensive product knowledge of what products are utilized for what level of incontinence individually for customers. Participate in additional training sessions provided.
Provide feedback to management on any customer situation or trends uncovered while assisting customers in a timely manner.
Be open to change and flexible to new ideas.
Become efficient with functions of Sales and Service/Reimbursement departments
Assist other departments personnel as needed
Fill in as needed in other capacities of company as required or assigned
Complete special projects and miscellaneous assignments as required
Keep management informed of area activities and of any significant problems
Log all customers feedback in Halo
Attend and actively participate in meetings, Department and Team contests, motivational activities
Ensure that work area is clean, secure and well maintained
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