The Coloplast Consumer Advisor is primarily responsible for the support and education of end-users and caregivers with Coloplast products and services.
Major Areas of Accountability
- 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.
Basic Qualifications
- 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%).
Preferred Qualifications
- Associates or Bachelor's degree and/or a combination of at least 1 year healthcare customer service/sales experience.
- 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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