Location: US Remote

JOB OVERVIEW:

This position is responsible for making outbound telephone calls and receiving and handling telephone calls and live chats from customers contacting Hayes/Henry Schein to place repair shipments (EMRs/Mailer Kits) and product orders, inquire about products, and assist with related issues. This position suggests products to our customers to purchase and emphasizes promotional items. In addition, handling customer complaints, and coordinating with Customer Service on product returns, re-orders, and credit issues. This position consults with managers to obtain approval on overriding product pricing, and to review restrictions on product shortages.

KEY RESPONSIBILITIES:

• Receives and handles telephone calls from customers calling to place repair orders & product orders, inquire about products, and assists with other related questions
• Engages with customers and responds to inquiries via live chat
• Suggests related products (cross-selling) or upgraded products (up-selling) to the customer to purchase.
• Informs customers of promotional items and manufacturer's specials, utilizing consultative sales techniques.
• Engaging with non-active customers in attempt to regain business
• Forwards elevated calls to management, including competitor price matching issues, which fall below guidelines.
• Attends monthly team meetings and completes all compliance training.
• Remains current in product knowledge, selling best practices, and industry trends.
• Assists internal and external customers, navigate Hayes / Henry Schein and find solutions to various problems.
• Participates in special projects and performs other duties as required.

In addition to the essential duties and responsibilities listed above, all positions are also responsible for:

• Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work-related tasks in a manner that is in compliance with all Company policies and procedures including Worldwide Business Standards.
• Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.

SPECIFIC KNOWLEDGE & SKILLS:

• Ability to work with and establish relationships and negotiate
• Ability to answer a high volume of incoming calls
• Ability to make a high volume of outbound telephone calls
• Able to learn applicable computer systems (NetSuite, AS-400, live chat platform, Salesforce, Siebel, Workday etc.)
• Work independently with limited supervision
• Communicates effectively with management.

GENERAL SKILLS & COMPETENCIES:

• Very good time management skills and the ability to prioritize work and meet deadlines
• Very good attention to detail and accuracy
• Customer service oriented and ability to work with complex issues
• Ability to plan and arrange activities
• Very good interpersonal communication skills
• Very good written and verbal communication skills
• Ability to maintain confidential and highly sensitive information
• Ability to work in a team environment
• Ability to multi-task
• Establish productive working relationships at multiple levels within the organization

MINIMUM WORK EXPERIENCE:

Typically, 0-2 years of related experience

PREFERRED EDUCATION:

Typicaly High School education, vocational training and/or on-the-job training. Bachelor’s degree preferred.

TRAVEL / PHYSICAL DEMANDS:

Travel typically less than 10%. Office environment. No special physical demands required.