Sales Support Specialist, Customer Experience (BDx Solutions-Houston, TX)

Req # 22122268 Location Houston, Texas, United States Job Category Customer Service Date posted 02 / 02 / 2022 Position Overview & Purpose : Core Job Functions & Responsibilities :

• The analysis and placement of all product orders requested by Sales personnel and external customers
• Tracking of orders and communication with sales and clients
• Regular engagement with external manufacturing and logistics partners
• Report production as requested by management
• Training of Sales personnel on company process surrounding product logistics and inventory
• Auditing of Sales rep and customer stock
• Order reconciliations in partnership with company Controllers
• Answer all incoming calls promptly and manage them effectively and efficiently.
• Secondary interface with patients, health care professionals, and Account Executives.
• Expert in Bardy Diagnostics system portal.
• Responsible for processing patient enrollments.
• Responsible for account follow up for patient activations or additional information.
• Proactively communicate with practices and Account Executives regarding delays in patient enrollment or when information is needed to proceed with enrollments.
• Document all calls or correspondences.
• Handle emails / voicemails as assigned.
• Demonstrate empathy and decrease customer tension.
• Promote the value of Bardy Diagnostics cardiac monitoring to decrease cancellations or early discharges.
• Must communicate in a professional, empathetic, and diplomatic manner with good voice quality, dictation, and articulation.
• Exhibit a high sense of urgency.
• Identify, document, and escalate potential patient or customer complaints per standard operating procedures.
• Works to achieve the daily Customer Experience Teams quality and productivity goals.
• Other duties as assigned.

Required Experience & Skills :

• High School diploma or equivalent
• Bachelors Degree and / or equivalent work experience in healthcare
• 1-2 years of experience in a call center or customer service position preferred
• Inside sales and account management experience preferred
• Experience with cardiac devices preferred
• Knowledge of medical terminology preferred
• Excellent multitasking and organization skills
• Excellent verbal and written communication skills
• Computer skills including proficiency in MS Office
• Knowledge of multi-line telephone system
• Excellent customer service skills when interacting with all internal and external clients
• Bilingual is a plus
• Patience, professionalism, excellent phone etiquette

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Last updated : 2024-08-28