Client Engagement Specialist

About the Role

Convatec’s 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. A specialist in this role will engage consumers via phone and digital campaigns, product sampling, and support calls to meet the needs of patients and consumers, sharing insights with peers, managers, and the marketing team.

• Execute a high volume of outbound and inbound calls to follow up on consumer samples and leads generated by specific campaigns.
• Foster interest in Convatec products by identifying customer needs and presenting tailored information.
• Provide solutions that 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 me+ resources to ensure a thorough consultative experience.
• Plan and prioritize time and sales/support activities to maximize opportunities and achieve revenue goals.
• Meet and exceed monthly efficiency, activity, and sales targets.
• Provide a positive customer experience, life‑improving advice, and solutions using a structured approach.
• Ensure all customer interactions comply with established guidelines and regulations.
• Develop a deep understanding of Convatec’s product range and competitive market dynamics to provide accurate information and support.
• Provide campaign feedback and consumer insights to the marketing team.
• Accurately complete customer profiles, post‑call notes, sample activities, literature fulfillment requests, and follow‑up steps in the computer‑based contact and database management programs.
• Participate in team development activities, receive coaching and training, and convey a positive and professional phone image.
• Support the Team Supervisor on miscellaneous projects and perform other duties as assigned.

Plan and prioritize sales/support activities to achieve revenue goals, meeting and exceeding monthly efficiency, activity, and sales targets.

Provide a positive customer experience, delivering life‑improving advice and solutions with a structured approach, ensuring all interactions comply with guidelines.

Develop a deep understanding of Convatec’s product range and competitive market dynamics to provide accurate information and support.

Provide campaign feedback and consumer insights to the marketing team.

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.

Participate in team development activities, including receiving coaching and training with colleagues regularly, and convey a positive and professional phone image.

Support the Team Supervisor on miscellaneous projects and perform other duties as assigned.

• 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 the 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 healthcare.
• Exceptional patience and empathy to effectively address consumer needs and concerns.
• Strong ability to provide clear, concise processes and procedures with step‑by‑step direction and advice.
• Strong listening skills and ability to use effective questioning and probing that lead to successful resolution, sale, and 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…