Outbound Customer Service Patient Representatives provides a high level of customer service by placing outbound calls and generating appointments by using warm leads and occasional cold calls in a premier professional contact center.
Key Responsibilities:
- Outbound calling on assigned warm and new potential leads
- Scheduling patient appointments using a call script for multiple types of leads
- Collect, record, and accurately maintain pertinent consumer information, using a Customer Relationship Management (CRM) system
- Answer returned inbound calls as needed after initial outbound contact
- Maintain quality service by following organizational standard operating procedures
- Overcome objections and hesitation with confidence and professionalism
- Use probing questions to identify patient needs and opportunities
- Maintain and exceed daily, weekly and monthly appointment (conversion) quotas
- Learn and understands basic industry knowledge
- Collaborate with Patient-Facing Clinical staff and hearing care professionals
- Demonstrate professional phone etiquette and courtesy when interfacing with patients, clients, and co-workers
- Contribute to the development and growth of the Contact Center by sharing ideas, assisting in related projects, and helping resolve problems and/or improve productivity
Requirements:
- Must reside in the US
- Must have experience and success in outbound calling/telemarketing experience
- Minimum of 6 months call center experience or equivalent
- Track record of over-achieving quota
- Strong phone presence with proven ability to initiate conversations and manage a high volume of outbound calls (150+ daily)
- Previous sales, appointment setting, or retention experience
- Track record of over-achieving daily, weekly, and monthly quotas
- Highly motivated with a willingness to be coached
- Ability to multitask and manage time in a fast-paced environment
- Resilient and able to handle rejection and objection professionally
- Intermediate MS Word and Excel working knowledge
- Proficient order entry speed
- Team Player
- Computer savvy
- Must have a flexible schedule
- Must be passionate about success and self sufficient
- Professional telephone etiquette
- Must reside in the United States
Skills:
- Multitask using various applications simultaneously
- Demonstrate professional phone etiquette and courtesy when interfacing with patients, clients, and co-workers
- Excellent interpersonal communication skills
- Ability to multitask and manage time in a fast-paced environment
- Telemarketing / Sales
- Skilled in handling objections and rejection
- Professional telephone etiquette skills
- High proficiency with written correspondence
- Highly motivated and receptive to coaching
- Strong problem-solving and organizational skills
- Self-sufficient and passionate about success
Additional Responsibilities:
· May take on additional responsibilities and tasks to support the growth and success of the team and organization.
Schedule:
· 40 hours per week, Monday – Friday between the hours of 8:00 a.m. and 8:00 p.m. based on contact center needs. Every other Saturday with one day off between Monday and Friday.
Compensation: $17.00 - $ 24.00 an hour based on location and experience. Must reside in the US.
- Base plus Commission eligible
- We value our team members and strive to offer fair, competitive pay. Compensation for this position is determined by experience, and aligned with local markets where the role is based.
