Job Description
Job DescriptionAttindas 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. Mission: We champion health, dignity and comfort. Vision: To be a global leader in absorbent hygiene by meeting consumers’ diverse needs through effective, affordable and widely available personal care solutions. Our Values: Personal, Agile, Innovative, and Integrity Attindas’ Home Delivery Incontinence Supplier, HDIS located in Framingham, MA is looking for a Sales and Service Representative to join the team!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/Professional Experiences Years of Experience/Education/Certifications:
- Experience working with customers in a call center or sales and service-oriented environment (asking questions, explaining policies, uncovering needs, and recommending solutions)
- Work full-time schedule, with a minimum of 2 days/week in office, 3 days remote.
- Training Requirements- 4 days in office
- Maintain high-speed internet and HDIS standards for remote contact center operations
- 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
Preferred Qualifications/Professional Experiences Years of Experience/Education/Certifications:
- Bilingual Communications Skills- Spanish
- Medicaid/Medicare Experience