Consumer Support Specialist

Consumer Support Specialists (CSS) are responsible for making high volume outbound calls to existing Coloplast end users. This individual is responsible for executing post purchase confirmation calls and providing customer service to the end users on Coloplast products. This role is critical in understanding the experiences of Coloplast end users.

In addition to outbound calls, a CSS team member will be responsible for inbound call activity with clinicians, dealers, various Care users, and end users assisting with support and complaint/conflict resolution.

Most importantly, this position requires superior Customer Service skills and the ability to discuss intimate medical issues. Additionally, the ability to learn quickly, multi-task, and have excellent organizational abilities.

Major Areas of Accountability

• Responsible for high volume of inbound and outbound activities
• Effectively educate consumers and resolve conflict/complaints
• Communicate and work as a team with the Consumer Sales Reps and the Consumer Advisors to ensure excellent service
• Meeting established inbound and outbound objectives and metrics
• Accurately and thoroughly document each end user conversation in Coloplast systems per standard department procedures. Responsible for data quality, including self-audit work.
• Demonstrate a superior attitude and represent the Coloplast Brand
• Utilize available resources to stay current with company products and operations
• Support Cross Functional needs
• Other duties as assigned
• Coloplast employees are required to conduct business to the highest ethical and professional standards; comply with applicable laws and regulations, the Advamed Code of Ethics on Interactions with Healthcare Professionals, and company policies.

Basic Qualifications

• Associates degree or experience to match, Bachelor's degree preferred
• Excellent interpersonal and verbal skills
• Time management and ability to multitask a must
• Ability to work a flexible schedule from 8am-5pm M-F
• Coloplast employees are required to conduct business to the highest ethical and professional standards; comply with applicable laws and regulations, the Advamed Code of Ethics on Interactions with Healthcare Professionals, and company policies.

Preferred Qualifications

• Bachelor's degree
• 1-3 of customer service/call center experience, outbound preferred

Required Knowledge, Skills and Abilities:

• Computer, CRM, and data entry experience
• Excellent communication, investigation and listening skills
• Self-motivated and able to remain focused independently
• High level of enthusiasm drive and determination

At Coloplast, we believe in recognizing and rewarding the contributions of our employees. Our total rewards package is designed to support your well-being, foster your professional growth, and ensure a healthy work-life balance. Here is some of what you can expect:

• Health and Wellness: Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy. Plus, access to company sponsored wellness programs and mental health resources, paid leave of absence for qualifying events and generous paid parental leave for both birthing and non-birthing parents.
• Financial Security: A competitive 401(k) plan with company match that vest immediately, financial planning services to help you secure your future, and corporate discount programs for goods and services.
• Work-Life Balance: Generous paid time off, flexible work hours, and flexible work arrangement options to help you balance your personal and professional life may be available.
• Professional Development: Opportunities for continuous learning and career advancement through training programs, mentorship, and tuition reimbursement.
• Recognition and Rewards: Recognition programs to celebrate achievements and contributions, including peer recognition, bonuses, awards, and special events.
• Community and Culture: A supportive work environment where everyone feels valued and has a sense of belonging. Participate in team-building activities, volunteer opportunities, and company-sponsored events. Sustainability strategy that outlines our ambitions for how to run our company in a more sustainable way.
• Competitive Compensation: The starting hourly rate for this position is $20.75. Hired candidates may be eligible to receive additional compensation for applicable experience and may also be eligible for bonuses and/or incentives. Actual compensation is influenced by a variety of factors including but not limited to skills, experience, qualifications, and geographic location.

Pursuing an ambitious growth agenda, Coloplast develops and markets products and services that make life easier for people with intimate healthcare needs. Employing about 16,000 people and with products available in more than 143 countries, we are one of the world s leading medical device companies. We are constantly growing our business and always looking for new ways to move forward - we explore, learn and look for new ways of doing things.

Visit us on Coloplast.com.

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Coloplast employees are required to conduct business to the highest ethical and professional standards; comply with applicable laws and regulations, the Advamed Code of Ethics on Interactions with Healthcare Professionals, and company policies.

Coloplast is committed to a policy of Equal Employment Opportunity (EEO) which means we employ and promote individuals based on their merits, regardless of race, color, religion, sex, national origin, age, disability, veteran status, pregnancy, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, status with regards to public assistance or any other protected classification.

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