Inbound Pump Sales Specialist

Responsibilities

• Responsible for managing inbound queue calls, responding to inquiries, placing and receiving sales calls to new and existing pump customers.
• Converts sales leads to qualified opportunities by supporting customers through the PIF (Patient Information Form) process.
• Understands customers’ underlying needs or issues and provides information regarding products & services while creating an excellent customer experience.
• Assists in the completion of customer orders through the insurance verification process.
• Meets and exceeds monthly goals (dept. key performance indicators) with an ongoing commitment to grow selling skills, product and industry knowledge.
• Provide product education to customers as they contact Tandem to support their therapeutic needs and goals.
• Communicates with potential customers (by phone, email, SMS, and/or fax), and explains the operation and use of all products offered by Tandem Diabetes Care; ensures all questions are thoroughly answered and sales are generated.
• Documents interactions, calls, and lead information, initiate opportunities into the customer relationship management (CRM) system in accordance with HIPAA guidelines.
• Delivers superior front-line customer support by adhering to customer and sales support procedures.
• Converts competitor pump users to Tandem products.

• Knowledge of diabetes, unmet needs of diabetes therapies, and benefits of insulin pump therapy and continuous glucose monitoring or other disease management devices/diagnostics desirable.
• Knowledge of durable medical equipment policies, health insurance providers and reimbursement policies as it relates to diabetes supplies preferred.
• Demonstrated ability to effectively communicate over the phone with customers to resolve issues and answer questions according to department protocols and requirements.
• Experience documenting calls by typing on a keyboard while speaking to a customer on the phone.
• Effective call handling skills and a proven track record of excellent customer service based on call handling or related metrics.
• Ability to successfully multi-task and manage competing priorities.
• Bilingual English/Spanish preferred.
• Minimum certifications/educational level:
  Bachelor’s Degree or equivalent combination of education and applicable job experience.
• Minimum experience:
  
  1-year recent experience interfacing with customers in a sales support role including a combination of:
  Experience in field sales or telesales experience in medical device, technology or similar field. Experience in patient diabetes education.