Outbound Call Representative

Outbound Call Associate

Department: Sales and Marketing
Reports to: marketing Lead
Travel: 10%? Training, events, etc.
Job Status: Part/Full time

POSITION SUMMARY

The Outbound Call Associate with excellent customer service skills to build and maintain relationships with patients. The Inbound/Outbound Call Center Associate will utilize our CRM as well as answer questions, schedule patients for their appointments, and schedule new patients.

PERFORMANCE OBJECTIVES

• Input patient information into Hubspot and EZ Bis
• Answer or make calls to clients to learn about and address their needs, complaints, or other issues with products or services
• Schedule new and existing patients for appointments
• Respond efficiently and accurately to callers, explaining possible solutions, and ensuring that patients feel supported and valued
• Engage in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed
• Build lasting relationships with clients and other team members based on trust and reliability
• Utilize software, databases, scripts, and tools appropriately
• Understand and strive to meet or exceed KPI’s while providing excellent and consistent customer service
• Make sales or recommendations for products or services that may better suit client needs
• Take part in training and other learning opportunities to expand knowledge of the company and position

CAPABILITIES/KEY COMPETENCIES

• Entrepreneurially oriented, driven to succeed and a commitment to achieve results
• Excellent interpersonal skills and able to quickly build effective working relationships with diverse patients, colleagues, and vendors
• Ability to make decisions, offer strong recommendations, and take responsibility for results
• Self-starter who can work independently within existing processes or operate effectively with ambiguity
• Exceptional facilitation, conflict resolutions, and negotiation skills to overcome objections with confidence
• Strong oral and written communication skills
• Highly proficient with Microsoft/Mac computers, Google/ Excel Sheets, CRMs, and various marketing-related technologies
• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
• Understanding of company products, services, and policies.
• Ability to ask prying questions and diffuse tense situations.
• Strong time management and decision making skills.
• Adaptability and accountability.
• Ability to maximize and apply internal systems, processes, and platforms
• Excellent sales and customer service skills with proven negotiation skills.
• Present self in a professional and positive manner in attitude and appearance at all times
• Understand, align and communicate our mission, vision and values
• Desire to define and take massive action to accomplish your own personal, professional and financial goals

EDUCATION & EXPERIENCE

• High school diploma or equivalent.
• Proficiency in MS Office is required
• CRM experience with Hubspot preferred
• Comparable record of sales leadership experience required.
• At least three years of sales experience preferred.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer
• Requires traveling to events in neighboring towns (up to 10% travel)
• Must be able to lift up to 15 pounds at times.

Job Types: Full-time, Part-time

Pay: $16.00 - $25.00 per hour

Expected hours: No more than 40 per week

Benefits:

• Flexible schedule
• On-the-job training
• Paid time off
• Parental leave
• Professional development assistance

Experience level:

• 1 year

Shift:

• Day shift
• Evening shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Work Location: In person