Concierge Representative (French) - Contractor

Job Description

Job Description

Description

This position is ideal for experienced customer service professionals to join the Concierge team as a Spanish Customer Service Representative, providing high-quality support to Spanish-speaking consumers across multiple channels (phone, SMS). You will provide support to potential patients and the orthodontists, dentists, and office staff that service them, address inquiries, schedule appointments, and ensure a positive customer experience while collaborating with internal business partners such as the Marketing and Sales teams. This role plays a key part in supporting business growth and enhancing consumer satisfaction

Role expectations

• Assist in outbound and inbound call campaigns to connect doctors and patients.
• Convert prospects into valid consumers through effective communication.
• Capture and respond to consumer inquiries regarding products and services.
• Collaborate with internal and external teams to support consumers, dentists, and orthodontists.
• Identify and suggest improvements to enhance customer support processes.
• Work with team members to develop and implement initiatives that drive success.
• Consistently meet or exceed set quality and productivity metrics.
• Observe trends and share insights with relevant teams, such as Consumer and Product Marketing.
• Adapt to evolving departmental processes and responsibilities.
• Comply with all safety policies, practices, and procedures.
• Perform other duties as assigned.

What we're looking for

• Education: Bachelor’s degree or equivalent experience preferred.
• Minimum 5 years of call center customer service experience required.
• Minimum 2 years of experience in the healthcare industry required.
• Minimum 2 years of telesales/telemarketing experience preferred.

Skills: 

• Excellent telephone manner with clear, concise, and professional communication.
• Languages: Highly proficient in spoken and written English and French, with the ability to adjust tone and language as needed.
• Strong judgment skills and creative problem-solving abilities.
• High efficiency and accuracy in data entry.
• Proficiency in MS Office (Outlook, Word, Excel).
• Experience with Salesforce Service Cloud preferred.
• Communication: Ability to effectively interact with internal and external stakeholders.
• Teamwork: Ability to work independently and collaboratively in a fast-paced environment

Complementary Skills:

• Strong organizational and time-management skills.
• Adaptability to a rapidly changing work environment.
• Proactive approach in seeking information and applying learned processes.