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!

• 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 products
• Strive to meet customer's needs through consultative sales
• Extensive HDIS product knowledge is required
• Determine customer needs
• 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
• Must maintain strong attendance, dependability, versatility and be able 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
• Customer 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 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

Work In The Office - Monday-Thursday, Fridays Remote Abiding by the WFH agreement Keeping the correct/optimal Internet speeds for systems to work correctly

Keeping 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.

• 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 ability to…