Customer Service Specialist

CareTria is seeking a Customer Service Specialist to support healthcare professionals through outbound telephone calls. The role involves delivering skilled sales presentations, utilizing CRM systems, and building relationships with clients to achieve sales objectives.

Responsibilities:

• Utilize training and approved materials to deliver comprehensive, skilled sales presentations based on program goals, target profiles and target needs
• Successfully deliver presentations via multiple digital media and channels, i.e. co-browsing, video details, video and Webex conferencing, phone, email etc
• Understands and utilizes Telephony (NICE, Genesys) and CRM (Salesforce) systems for maximize efficiency. Records information as outlined in business rules
• Contact and deliver presentations to a defined list of HCPs within assigned territories
• Organize and prioritize calls for existing or potential sales targets based on target potential and target needs
• Demonstrates the product knowledge to detail and “up sell” all products in the portfolio and to evaluate whether the customer qualifies for offers according to business rules
• Responsible for building/confirming HCP demographics, including capturing profiling answers about the practice, other healthcare professionals at that practice and servicing the requests of the practice according to business rules
• Promote meaningful relationships and brand loyalty through engaged and informed conversation with customers via outbound/inbound phone calls, emails or other digital channels
• Adhere to training, territory management, compliance, reporting and regulatory requirements
• Be flexible, organized and able to comply with changing business rules, processes, products and literature offerings
• Produce positive business outcomes for clients by achieving or exceeding performance goals and objectives
• Understand and utilize Telephony and CRM systems to maximize efficiencies
• Capture information accurately and completely as outlined in the program business rules and update systems appropriately
• Able to balance priorities and work with team members to adjust workload to ensure coverage of all territories
• Prioritize and plan work activities, use time efficiently, set goals and objectives and organize daily work schedule to ensure consistent coverage of accounts via the telephone based on established program objectives
• Share feedback about customer and sales rep request trends and overall suggestions for improvement with supervisor
• Handle potentially negative situations with customers with tact and diplomacy
• Investigate issues that cannot be resolved at the time of the initial call and follow through until resolution
• Escalate issues to the appropriate parties, when necessary

Requirements:

• One (1) year of demonstrated sales success in a business-to-business environment
• Bachelor's Degree or equivalent combination of education and experience
• Call Center Experience
• Experience working in a highly regulated industry
• Experience working in a healthcare environment (e.g. hospital, healthcare practitioner office, clinic, etc.)
• Experience with HIPAA, PDMA, cGMP, OPDP adverse events and reportable product complaints
• Bi-lingual, English and Spanish