Bilingual Consumer Coach

Company Profile

Company Profile:
Our Client is a medical device company focused on women’s health. They have big goals for growth, and are looking to add a Customer Service Representative to focus on recent customers to communicate the value and benefits of the product along with support to help women achieve their health goals.

Job Description

o Educate and motivate new customers on how to maximize the benefits of our product by ensuring customers have a thorough understanding of appropriate use and supporting them to achieve their personal pelvic health goals. This will include: Provide on-boarding call that ensures our customer is comfortable using the product

o Ask personal health questions to better understand customer’s pelvic health goals
Check in with customer regularly over first 12 weeks to address concerns and motivate adherence

o Build strong relationships and trust with customers that will lead to long term brand loyalty

o Handle inbound calls from potential customers who have learned about Renovia’s products from their physician, their physical therapist or from marketing campaigns, including 100% of the Spanish-speaking women interested in Renovia’s products.

o Communicate with women about intimate health care issues and anatomical functions in a mature and professional manner, with patience, empathy and maturity.
Deliver superior customer service on all inbound and outbound calls, emails and/or chat sessions.

o Document each customer profile and interaction accurately and thoroughly in the systems according to internal procedures.

o Review recorded calls with manager to identify best practices and areas of opportunity, and work with manager to implement changes as a result of customer feedback.

o Maintain a high level of product knowledge, competitive product knowledge and an understanding of market dynamics that may impact sales.

o Provide frequent feedback and suggestions to support an environment of continuous process improvement.

o Ensure customer data, including personal, credit card and health information, is protected as explained in Renovia’s Regulatory and Compliance policies.

o Ensure quality standards are met per company Quality Policy.
Perform a broad range of customer support and administrative tasks, and other duties as assigned.


Education and Experience:

o Bachelor’s Degree and 3+ years’ support experience, preferably in medical device, pharmaceutical, healthcare or consumer product related field.

o Knowledge of and experience supporting patients in women’s health is preferred.

o Experience working in a high-volume contact center environment is preferred.

o Experience with Salesforce or other CRM system is preferred.
Communication Skills: Delivers oral and written communications that make an impact and persuade
their intended audiences. Effectively handles interactions at all levels and appropriately responds to sensitive situations. Proficient in conversational Spanish.

o Results Orientation: Focuses on the solution and drives for positive resolution and results consistently.
Demonstrates persistence and creative problem-solving skills to address obstacles and challenges to deliver successful outcomes.

o Accountability: Demonstrates ownership and resolve for producing high quality work and exceptional
service. Ensure agreements and commitments throughout the process are fulfilled in a timely manner.

o Effective Self-Management and Action Orientation: Thrives in a fast-paced environment and operates with a sense of urgency and passion for achieving sales goals. Demonstrates the ability to work well under pressure and maintain composure in the face of difficult and/or challenging situations.

o Effectively handles multiple challenges or tasks through prioritization and multi-tasking.
Appropriately escalates issues requiring additional support to manager.

o Customer Service: Provides customers, both internally and externally, with a high level of service related to all inquiries, orders and shipments. Handles inbound calls, performs outbound calls, and correspondence as needed to ensure customer satisfaction. Responds to all customer contact
promptly, efficiently and accurately. Advocates for customers internally. Demonstrates ability to
successfully resolve customer issues including order discrepancies, complaints, billing and shipping

Base Comp. $50,000.00
Total Comp. $65,000.00

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