Me+ CARE Specialist

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About Convatec
:
Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in Advanced Wound Care, Ostomy Care, Continence Care, and Infusion Care.

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.

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.
• Support Services:
  Provide solutions that will positively impact consumers and support Convatec’s portfolio of products and services.
• Performance Targets:
  Plan and prioritize time and sales/support activities to maximize opportunities to achieve revenue goals.
• Customer
  
  Experience:
  
  Provide a positive customer experience, life-improving advice, and solutions using a structured approach with the goal of capturing sales.
• 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.

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:

Required:

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

Convatec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.