Sales and Service Representative - Bilingual

Attindas Hygiene Partners designs, manufactures, and markets absorbent hygiene products. The company sells adult incontinence and infant diapers, among other products, into the healthcare, retail, and direct-to-consumer channels under brands including Attends, Indas, and Comfees as well as a wide range of private label brands for retailers. Mission: We champion health, dignity and comfort. Vision: To be a global leader in absorbent hygiene by meeting consumers’ diverse needs through effective, affordable and widely available personal care solutions. Our Values: Personal, Agile, Innovative, and Integrity Attindas’ Home Delivery Incontinence Supplier, HDIS located in Ormond Beach, FL is looking for a Sales and Service Representative to join the team!Key ResponsibilitiesThe function of a Sales and Service Representative (SSR) is to grow the Healthcare Non-Private Pay business through counseling, customer service, and sales as required by the position including but not limited to:Primary focus is sales and service through outbound calls to past clients or new leads (no cold calling) and inbound lead, as well as secondary for current customer calls This requires the SSR to develop and maintain extensive knowledge of payer rules regarding Medicaid, Medicare and Insurance payment for incontinence supplies and other HDIS productsStrive to meet customer’s needs through consultative salesExtensive HDIS product knowledge is requiredDetermine customer needs Provide detailed information regarding the products and how they are usedMake product recommendations based on information obtained from customer and product knowledge Establish delivery plans that ensure the customer does not run out of productOffer appropriate ancillary products based on customer needsMust maintain strong attendance, dependability, versatility and be able to work independently Manage time to optimize availability to assist customers on the phoneReps may be assigned to specific customers to provide “life-time” service/counseling on a very personalized levelWork cooperatively with staff from own department and other departments to identify customer service opportunities, make recommendations, plan and coordinate program and communication changesPotentially provide service to confused, hostile or upset individuals; resolve pending issues and concerns and rebuild the relationship with the customer. Provide supportive assistance in a calm, caring demeanor regardless of the customer’s approach.Meet or exceed department objectives and review performance reports daily and monthlyDevelop individualized payment plans for customers utilizing common business sense based on customer’s personal situations and to overcome overdue balancesMaintain a high degree of confidentiality pertaining to customer situations and safeguard any information obtained from a customer or on behalf of a customerCustomer Care Reps must display extreme patience, compassion and understanding for customers. Some customers may be hard of hearing, have speech difficulties, memory loss, easily confused or quickly angered. Develop extensive product knowledge of what products are utilized for what level of incontinence individually for customers. Participate in additional training sessions provided.Provide feedback to management on any customer situation or trends uncovered while assisting customers in a timely manner.Be open to change and flexible to new ideas.Become efficient with functions of Customer Care/Outreach departmentsAssist other departments’ personnel as needed Fill in as needed in other capacities of company as required or assignedComplete special projects and miscellaneous assignments as requiredKeep management informed of area activities and of any significant problems Log all customers feedback in HaloAttend and actively participate in meetings, Department and Team contests, motivational activitiesEnsure that work area is clean, secure and well maintained Work independently and within a team environment with easeWork In The Office – Monday-Thursday, Fridays Remote Abiding by the WFH agreement Keeping the correct/optimal Internet speeds for systems to work correctlyKeeping a clean, safe, organized, distraction free office/work area SSR will uphold the culture of HDIS including relationship building with customers as well as general behavior on HDIS premises or at other HDIS sponsored events. Required Education, Experience or Background:Experience working with customers in a sales and service oriented environment (asking questions, explaining policies, uncovering needs, and recommending solutions) Knowledge of business telephone procedures and etiquette Possess good writing and typing skillsStrong ability to attention to details with high accuracy along with strong organization skillsPolished verbal communications skillsCooperative and willing to assist othersAbility to use computer applicationsHigh level of reliability as it pertains to attendanceAbility to consistently deliver high quality service to both internal and external customersPhysical Requirements:The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions in this job description:The employee is regularly required to sit for long periods of time, as well as talk and hearThe employee is required to use hands to operate office equipmentSpecific vision abilities required by this job include close vision and the ability to adjust focus between a computer screen, written documents and other people