Sales and Service Representative - Bilingual

About the role

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.

Responsibilities

• 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.
• Develop and maintain extensive knowledge of payer rules regarding Medicaid, Medicare and Insurance payment for incontinence supplies and other HDIS products.
• Strive to meet customer’s needs through consultative sales.
• Maintain extensive HDIS product knowledge.
• Determine customer needs and provide detailed information regarding the products and how they are used.
• Make product recommendations based on information obtained from customer and product knowledge.
• Establish delivery plans that ensure the customer does not run out of product.
• Offer appropriate ancillary products based on customer needs.
• Maintain strong attendance, dependability, versatility and ability to work independently.
• Manage time to optimize availability to assist customers on the phone.
• Reps may be assigned to specific customers to provide “life‑time” service/counseling on a very personalized level.
• Work cooperatively with staff from own department and other departments to identify customer service opportunities, make recommendations, plan and coordinate program and communication changes.
• Potentially 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 monthly.
• Develop individualized payment plans for customers utilizing common business sense based on customer’s personal situations and to overcome overdue balances.
• Maintain a high degree of confidentiality pertaining to customer situations and safeguard any information obtained from a customer or on behalf of a customer.
• Display extreme patience, compassion and understanding for customers (including those who 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 departments.
• Assist other departments’ personnel as needed; fill in as needed in other capacities of company as required or assigned.
• Complete special projects and miscellaneous assignments as required.
• Keep management informed of area activities and of any significant problems.
• Log all customers feedback in Halo.
• Attend and actively participate in meetings, Department and Team contests, motivational activities.
• Ensure that work area is clean, secure and well maintained.
• Work independently and within a team environment with ease.
• Uphold the culture of HDIS including relationship building with customers as well as general behavior on HDIS premises or at other HDIS sponsored events.

Requirements

• 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 skills.
• Strong attention to detail with high accuracy along with strong organization skills.
• Polished verbal communication skills.
• Cooperative and willing to assist others.
• Ability to use computer applications.
• High level of reliability as it pertains to attendance.
• Ability to consistently deliver high quality service to both internal and external customers.