Client Engagement Specialist

Consumer Sales Position

Consumer Sales includes customer service and support for end-consumer customers including:

• Foster interest in ConvaTec products through dialogue with patients via the phone
• Provide positive customer service experience, life improving advice and solutions using structured approach, with goal of capturing sales
• Plan and prioritize time and sales activities to maximize opportunities to achieve revenue goals

Role holders are compensated through a sales incentive plan

About the Role:

The me+ CARE position is a key driver for fostering interest, generating sales, and providing support for ConvaTec products and services through direct dialogue with customers. As an integral member of the me+ team, the specialist will strive to achieve and exceed sales and support objectives by engaging consumers through phone and digital campaigns, leads, product sampling, and support calls based on the identification of consumers' needs. This role involves engaging customers in conversations to improve their quality of life by providing impactful solutions and supporting ConvaTec's best-in-class product portfolio. The specialist will also share consumer insights and innovative ideas with peers, managers, and the consumer marketing team.

Key Responsibilities:

• Consumer Engagement and Sales: Execute a 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 identifying customer needs and presenting tailored information.
• Support Services: Provide solutions that will positively impact consumers and support ConvaTec's portfolio of products and services. Handle inbound and outbound phone calls regarding product and customer service issues. Collaborate with additional me+ resources to ensure a thorough consultative experience.
• Performance Targets: Plan and prioritize time and sales/support activities to maximize opportunities to achieve revenue goals. Meet and exceed monthly efficiency, activity, and sales targets/goals.
• Customer Experience: Provide a positive customer experience, life-improving advice, and solutions using a structured approach with the goal of capturing sales. Ensure all customer interactions comply with established guidelines and regulations.
• Product Knowledge: Develop a deep understanding of ConvaTec's product range and competitive market dynamics to provide accurate information and support.

• Feedback and Insights: Provide campaign feedback and consumer insights to the marketing team.
• Data Management: Effectively operate computer-based contact and database management programs, accurately completing customer profiles, relevant post-call notes, sample activities, literature fulfillment requests, and possible follow-up steps.
• Team Collaboration: Participate in team development activities, including receiving coaching and training with colleagues regularly. Convey a positive and professional phone image.

Additional Duties: Support the Team Supervisor on miscellaneous projects and perform other duties as assigned.

Skills & Experience:

Required:

• Proven track record of call center experience and/or sales from tele-sales and/or indirect sales activities.
• Experience working structured and efficiently with inbound/outbound campaigns.
• Demonstrated ability and willingness to try new processes introduced by team Manager/Supervisor and provide feedback
• Proven ability to conduct structured conversations, troubleshoot, and provide consumer-focused solutions.
• Excellent verbal and written communication skills.
• Excellent phone etiquette.
• Competitive drive for sales achievement, with an understanding of the importance of 'caring while selling' in the healthcare industry.
• Must exhibit exceptional patience and empathy to effectively address consumer needs and concerns.
• 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, sale, and an overall exceptional customer experience.
• Results-oriented and outgoing in character with a natural skill in building rapport and engaging in conversations that 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.

Preferred (not required):

• Associates or Bachelor's degree
• Bilingual in English/Spanish.
• Sales experience.
• Previous experience in healthcare or customer service

Qualifications/Education:

• High School Diploma/GED required
• 1+ years of sales/customer service experience

Ready to join us? At ConvaTec, we're pioneering trusted medical solutions to improve the lives we touch. If you're ready to make a real impact, apply today and help us bring our Forever Caring promise to life.