Sales and Service Representative
Description
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.
Attindas’ Home Delivery Incontinence Supplier, HDIS located in Ormond Beach, FL is looking for a Sales and Service Representative to join the team!
For over 35 years, HDIS has believed in treating our customers with the same compassion and care that we offer members of our own families. We believe in working to improve the quality of life for the users of our products and their caregivers by building long-term relationships. When HDIS is done, we want to have made a difference in our own lives and in the lives of millions of extended family members, our customers.
Most importantly, we exercise compassion in all our interactions with all external customers, because after all – the relationship we build with our customers is the pillar of our business. And it doesn’t matter if you’re customer facing or in a supporting role – we are guided by this core value.
How is HDIS different? Great question, we are glad you asked! As a team member, you'll be faced with challenges that will allow you to grow and develop in your professional career, you'll be a part of a family-oriented atmosphere where help is easily accessible, and you'll experience an unmatched culture that has risen above the rest for 12 years (Top Workplace, anyone?)
Now that we've got your attention, let's talk details!
The Sales and Service Rep is a critical role, integral to our HDIS best-in-class customer experience. The position requires regular interaction with current and new customers, primarily through Inbound / Outbound calls and Emails. The person in this hybrid (WFH/In-Office) role will contribute directly to the growth and health of our business, by cultivating new customer relationships and providing solutions to customers, helping them live a richer and fuller life.
Key Responsibilities:
- Promote and adhere to HDIS’ Core Values: Integrity, Compassion, Excellence, Respect, and Commitment to Quality
- Interact effectively and consultatively with customers:
- Learn and demonstrate extensive product knowledge
- Through questions, gain an understanding of customer needs
- Share useful information about products and solutions available to customers
- Assist customers with Re-supply plans to ensure proper monthly communication and supply
- Offer appropriate ancillary products based on customer needs
- With training and resources, develop and maintain extensive knowledge of:
- Medicaid/MCO payer rules
- Medicare and insurance payment for incontinence supplies
- Maintain and manage office as a location for walk-in customers, visitors, and Medicaid/Medicare site audits
- Maintain and present Medicare/Medicaid binder of necessary information
- Maintain bulletin board with required current documentation consistent with Medicare/Medicaid requirements
- Manage time to optimize availability to assist customers on the phone
- May be assigned to specific customers to provide “lifetime” 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 interacting with customers who may demonstrate confused, dissatisfied or challenging behaviors.
- Meet or exceed department sales, service, productivity, and standards.
- Maintain a high degree of confidentiality pertaining to customer situations and safeguard any information obtained from a customer or on behalf of a customer
- 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
- Receptivity to change and flexibility to
- Willingness to assist other departments’ personnel as needed
- Support or lead special projects and miscellaneous assignments
- Gain proficiency utilizing all relevant applications including CRM.
- Attend and actively participate in meetings and department activities
- Ensure that work area is clean, secure and well maintained
- Work independently and within a team environment with ease
Required Qualifications:
- Work full-time schedule, with a minimum of 2 days/week in office.
- Maintain high-speed internet and HDIS standards for remote contact center operations
- 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 pay attention to details with high accuracy along with strong organization skills
- Polished verbal communications skills
- Cooperative and willing to assist others
- Ability to use computer applications
- High level of reliability as it pertains to attendance
- Ability to consistently deliver high quality service to both internal and external customers
Attindas is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, color, sex (including gender identity or expression, sexual orientation, and pregnancy), marital status, religion, national origin, genetic information, disability, or veteran status.