Customer Service Support Specialist

SummaryThe Support Specialist is a key driver for fostering a strong consumer relationship with products and services through dialogue with consumers.

As an integral member of the Support Specialist team, you will strive to achieve and exceed Support objectives, identify areas of opportunity to positively influence consumer experiences, identify sampling opportunities for consumers, and support our consumers through service offerings.

In this role, you will be interacting with consumers in conversations that will help improve their quality of life, through both inbound and outbound calls.

You will provide solutions that will have a positive impact and will support best in class portfolio of products and lines of services.

You will also be responsible for providing innovative ideas and sharing consumer insights with peers, managers, and the consumer marketing team.ResponsibilitiesFoster interest in products through dialogue with patients.

Effectively identify customer needs and present information based on needs identifiedMeet and exceed monthly efficiency targets/goalsProvide positive customer experience, life improving advice and solutions using a structured approachAcquire and demonstrate high level of product knowledge and competitive product/market dynamicsEffectively operate computer-based contact/database management program and accurately complete customer profile, relevant post call notes, sample activity, literature fulfillment requests, possible follow up steps, etc.Be active part of team development including receiving coaching and training with colleagues on a regular basisConvey a positive and professional phone imageEnsure that all customer interactions are within compliance and follows established guidelinesProvide information about Ostomy and Skin Care productsHandle inbound and outbound phone calls from consumers regarding product and customer service issuesRefer patients to Nurse team to address medical questionsSupport the Team Supervisor on miscellaneous projectsPerform follow up phone calls to consumers after initial contactAll other duties as assignedQualificationsTyping: 35-40 wpm with 40 (adjusted) highly recommendedMust be patient, empathetic and possess high degree of maturityGood communication skills with professionals in clinics and hospitalsSales experience preferredAbility to reason, problem solve, and think outside the boxMulti-task a variety of issuesAbility and willingness to precisely follow instructions and guidelines providedGood organization skills and can prioritize tasksProficient in Microsoft Office programsGood attention to detailReliable/dependableFlexible and adaptable to changes in environment and industryTeam Player; work well with othersExceptional customer service skillsRegularly required to sit, stand, walk, and occasionally bend and move about the facilityInfrequent light physical effort requiredOccasional lifting up to 10 lbsReasonable accommodations may be made to enable individuals with disabilities to perform the essential functionsJob Types: Full-time, TemporaryBenefits:Dental insuranceHealth insuranceVision insuranceSchedule:Monday to FridayWork Location:One locationWork Remotely:No Associated topics: assistance, help, information technology analyst, service, support, support specialist, technical support specialist, technician i, technician ii, technician iii