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Job Function Summary
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- The Coloplast Consumer Advisor is primarily responsible for the support and education of end-users and caregivers with Coloplast products and services.
Work hours are Monday-Friday 9:30am - 6:00pm CST
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Major Areas of Accountability
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- Respond to consumer inquiries and concerns via phone, email, and letters in a prompt manner according to established service metrics
- Acquire and demonstrate all necessary subject matter expertise to provide responses regarding product application and problem resolution to end-users
- Accurately and thoroughly document each end-user program enrollment in Coloplast systems per standard department procedures. Responsible for data quality, including self-audit of work
- Communicate with end-users about intimate health care issues and anatomical functions in a mature and consultative manner
- Utilize available resources to stay current with industry developments and competitor's products, services and business activities
- Communicate and work as a team with other members of the consumer care team to ensure excellent service
- Complete monthly activity goals
- Other duties as assigned
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Basic Qualifications
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- Self-driven, to-the-point communicator
- Highly structured approach with attention to detail and proper documentation of all work
- Excellent verbal and written communication skills
- Intermediate computer skills in MS Excel, PowerPoint and Word.
- Critical thinking and problem solving skills
- Must be patient, empathetic and possess the ability to utilize the telephone effectively as a customer relations tool
- Able to work well in cross-functional teams, independent, yet a team player
- Passionate about identifying the correct solution and improving the end-user's quality of life
- Ability to travel (approximately 10%)
- Coloplast employees are required to conduct business to the highest ethical and professional standards; comply with applicable laws and regulations, the Advamed Code of Ethics on Interactions with Healthcare Professionals, and company policies.
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- Associates or Bachelor's degree and / or a combination of at least 1 year healthcare customer service/sales experience
- Spanish fluency (verbal and written)
- Experience in a call center environment
- Healthcare industry experience
- Ability to explain medical process and procedures while giving clear, concise, step by step direction over the phone
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Pursuing an ambitious growth agenda, Coloplast develops and markets products and services that make life easier for people with intimate healthcare needs. Employing about 16.000 people and with products available in more than 143 countries, we are one of the world´s leading medical device companies. We are constantly growing our business and always looking for new ways to move forward – we explore, learn and look for new ways of doing things.
Coloplast is committed to being an inclusive organization, where people bring their differences to work each day, fulfill their potential and have a strong sense of belonging because – and not despite – of their differences. We therefore encourage all qualified candidates to apply regardless of gender, age, race, nationality, ethnicity, sexual orientation, religious belief or physical ability.
Visit us on Coloplast.com.
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