me+ CARE Specialist

Pioneering trusted medical solutions to improve the lives we touch: 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. With around 10,000 colleagues, we provide our products and services in almost 100 countries, united by a promise to be forever caring. Our solutions provide a range of benefits, from infection prevention and protection of at-risk skin, to improved patient outcomes and reduced care costs. Convatec’s revenues in 2023 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more about Convatec, please visit http://www.convatecgroup.com

 

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. As an integral member of the me+ team, the specialist will strive to achieve and exceed sales and support objectives by engaging consumers through phone and digital campaigns, leads, product sampling, and support calls based on the identification of consumers' needs. This role involves engaging customers in conversations to improve their quality of life by providing impactful solutions and supporting Convatec’s best-in-class product portfolio. The specialist will also share consumer insights and innovative ideas with peers, managers, and the consumer marketing team.

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. Foster interest in Convatec products through dialogue with patients, effectively identifying customer needs and presenting tailored information.

• Support Services:
  Provide solutions that will positively impact consumers and support Convatec’s portfolio of products and services. Handle inbound and outbound phone calls regarding product and customer service issues. Collaborate with additional me+ resources to ensure a thorough consultative experience.

• Performance Targets:
  Plan and prioritize time and sales/support activities to maximize opportunities to achieve revenue goals. Meet and exceed monthly efficiency, activity, and sales targets/goals.

• Customer Experience:
  Provide a positive customer experience, life-improving advice, and solutions using a structured approach with the goal of capturing sales. Ensure all customer interactions comply with established guidelines and regulations.

• 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. Convey a positive and professional phone image.

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

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Beware of scams online or from individuals claiming to represent Convatec

A formal recruitment process is required for all our opportunities prior to any offer of employment. This will include an interview confirmed by an official Convatec email address.

If you receive a suspicious approach over social media, text message, email or phone call about recruitment at Convatec, do not disclose any personal information or pay any fees whatsoever. If you’re unsure, please contact us at careers@Convatec.com.

Equal opportunities

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.

Notice to Agency and Search Firm Representatives

Convatec is not accepting unsolicited resumes from agencies and/or search firms for this job posting. Resumes submitted to any Convatec employee by a third party agency and/or search firm without a valid written and signed search agreement, will become the sole property of Convatec. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.

Already a Convatec employee?

If you are an active employee at Convatec, please do not apply here. Go to the Career Worklet on your Workday home page and View "Convatec Internal Career Site - Find Jobs". Thank you!