ME+ Support Specialist

About Us
Pioneering trusted medical solutions to improve the lives we touch: Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in advanced wound care, ostomy care, continence care, and infusion care. With around 10,000 colleagues, we provide our products and services in almost 100 countries, united by a promise to be forever caring. Our solutions provide a range of benefits, from infection prevention and protection of at-risk skin, to improved patient outcomes and reduced care costs. Convatec’s revenues in 2023 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more about Convatec, please visit http://www.convatecgroup.com

At Convatec, we’re transforming our business for the better. Better products. Better ways of working. And better ways of delivering for our customers and each other. We’re aiming for nothing short of excellence. Join us as a me+ Support Specialist, and you’ll do the same.

About the role:

You will be a key driver for fostering a strong consumer relationship with Convatec’s products and services through dialogue with consumers. As an integral member of the Support Specialist team, you will strive to achieve and exceed Support objectives, identify areas of opportunity to positively influence consumer experiences, identify sampling opportunities for consumers, and support our consumers through Convatec’s service offerings. You will interact with consumers in conversations that will help improve their quality of life, through both inbound and outbound calls. You will provide solutions that will have a positive impact and will support Convatec’s best in class portfolio of products and lines of services. You will also be responsible for providing innovative ideas and sharing consumer insights with peers, managers, and the consumer marketing team.

Duties and Responsibilities:

• Foster interest in Convatec products through dialogue with patients. Effectively identify customer needs and present information based on needs identified
• Meet and exceed monthly efficiency targets/goals
• Provide positive customer experience, life improving advice and solutions using a structured approach
• Acquire and demonstrate high level of product knowledge and competitive product/market dynamics
• Effectively operate computer-based contact/database management program and accurately complete customer profile, relevant post call notes, sample activity, literature fulfillment requests, possible follow up steps, etc.
• Be active part of team development including receiving coaching and training with colleagues on a regular basis
• Convey a positive and professional phone image
• Ensure that all customer interactions are within compliance and follows established guidelines
• Provide information about Convatec Ostomy and Skin Care products
• Handle inbound and outbound phone calls from consumers regarding product and customer service issues
• Refer patients to Convatec’s me+ Nurse team to address medical questions
• Support the Team Supervisor on miscellaneous projects
• Perform follow up phone calls to consumers after initial contact
• All other duties as assigned

About you:

A natural communicator and motivator, you’re ready to help the me+ team shine. And because you’re resilient, adaptable and positive in the face of change, you’ll shine here too. As the front line for customer support in the United States, you’ll consistently maintain the highest level of customer service, while meeting key deadlines to achieve high performance metrics.

Qualifications/ Education:

• Must have a high school diploma. College degree preferred, but not a requirement.
• Six (6) months to one (1) year related experience and/or training or equivalent combination of education and experience

Language Skills Required:

• Speaking: Excellent verbal communication skills exhibiting warmth and compassion during phone interactions
• Language: English (English/Spanish bilingual a plus)
• Writing/Reading: Excellent writing skills using good grammatical form

Required Competencies:

• Typing: 35-40 wpm with 40 (adjusted) highly recommended
• Must be patient, empathetic and possess high degree of maturity
• Good communication skills with professionals in clinics and hospitals
• Sales experience preferred
• Ability to reason, problem solve, and think outside the box
• Multi-task a variety of issues
• Ability and willingness to precisely follow instructions and guidelines provided
• Good organization skills and can prioritize tasks
• Proficient in Microsoft Office programs
• Good attention to detail
• Reliable/dependable
• Flexible and adaptable to changes in environment and industry
• Team Player; work well with others
• Exceptional customer service skills
• Exhibit Convatec’s Values & Behaviors (Caring for People, Driving Innovation & Excellence & Earning Trust)

Working Conditions:

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Our ambitions will bring the very best out in you. You’ll be pushed to aim higher and really own your work. You’ll be encouraged and supported to make things happen, too. It can be challenging. But, as the progress you make will help improve the lives of millions, it’ll be worth it.

This is stepping up to a challenge.

This is work that’ll move you.

#LI-AA1

#LI-Remote

Beware of scams online or from individuals claiming to represent Convatec

A formal recruitment process is required for all our opportunities prior to any offer of employment. This will include an interview confirmed by an official Convatec email address.

If you receive a suspicious approach over social media, text message, email or phone call about recruitment at Convatec, do not disclose any personal information or pay any fees whatsoever. If you’re unsure, please contact us at [email protected].

Equal opportunities

Convatec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.

Notice to Agency and Search Firm Representatives

Convatec is not accepting unsolicited resumes from agencies and/or search firms for this job posting. Resumes submitted to any Convatec employee by a third party agency and/or search firm without a valid written and signed search agreement, will become the sole property of Convatec. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.

Already a Convatec employee?

If you are an active employee at Convatec, please do not apply here. Go to the Career Worklet on your Workday home page and View "Convatec Internal Career Site - Find Jobs". Thank you!