Client Advocacy Specialist- Tucson AZ
Client Advocacy Specialist- Tucson AZ
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Salary Not Disclosed
1 Vacancy
Job Description
CooperSurgical is a leading fertility and womens healthcare company dedicated to putting time on the side of women babies and families at the healthcare moments that matter most in life. CooperSurgical is at the forefront of delivering innovative assisted reproductive technology and genomic solutions that enhance the work of ART professionals to the benefit of families. We currently offer over 600 clinically relevant medical devices to womens healthcare providers including testing and treatment options.
CooperSurgical is a whollyowned subsidiary of CooperCompanies (Nasdaq: COO). CooperSurgical headquartered in Trumbull CT produces and markets a wide array of products and services for use by womens health clinicians. More information can be found at www.coopersurgical.
Our Client Advocacy Specialist is responsible for communicating with existing clients via inbound and outbound telephone calls and emails in order to reeducate them on the value of storing stem cells and assisting in identification of cancellation reasons and tailored resolutions to retain revenue.
This role is currently remote for the Tucson area but will be moving to an inoffice work arrangement in the near future so candidates must live within a commutable distance to the Tucson AZ facility.
Responsibilities
- Answer client retention and service calls emails chats or other client engagements
- Maintain positive culture conducive to empowerment and growth.
- Continuously monitor and refine initiatives and goals.
- Partner with other employees to ensure of Consumer Sales related programs.
- Identify and evaluate specific department opportunities. Work with Consumer Sales management to identify and evaluate new processes sales techniques and measurements.
- Provide superior service to create advocacy and extremely satisfied clients.
- Maintain client and employee confidentiality.
- Follow CooperSurgicals SOPs and Policies.
- Participate in continuing education and training.
- Maintain client data in database.
- Responsible for processing payments and refunds.
- Create adjustments to individual client accounts upon thorough investigation of root cause.
- Educate families on their cord blood and cord tissue options empowering them to make informed decisions.
- Meet and exceed Client Retention metrics to assist with company revenue retention.
- Ensure Quality standards are met per company and department Quality Assurance.
- Ensure client data including personal CC and Medical Information is protected as explained in the Data Protection Policy.
- Retain clients by fostering a confident knowledgeable approach to overcoming objections.
Qualifications
Requirements:
- High school diploma or general education degree (GED)
- Minimum 2 years retention experience OR minimum 2 years of customer service in a contact center or previous or relevant experience.
- A minimum of one year of previous CooperSurgical experience.
Preferred Qualifications:
- Working knowledge of Excel Power Point Word and Google Applications
- Working knowledge of the ERP and CRM systems.
- Ability to work independently and within a team
- Adaptability
- Results Focused
- Proven ability to embrace change
- Collaborative
- Accountability
- Transparency
- Sense of Urgency
- Root Cause Analysis
- Ability to deescalate
- Excellent verbal and written communication skills
- Attention to detail and accuracy
- Ability to take ownership and accountability of each client interaction
As an employee of CooperSurgical youll receive an outstanding total compensation plan. As we believe your compensation goes beyond your paycheck we offer a great compensation package medical coverage 401(k) parental leave fertility benefits paid time off for vacation personal sick and holidays and multiple other perks and benefits. Please visit us atwww.coopersurgical.comto learn more about CooperSurgical and the benefits of becoming a member of our team.
To all agencies: Please no phone calls or emails to any employee of CooperSurgical about this opening. All resumes submitted by search firms/employment agencies to any employee at CooperSurgical viaemail the internet or in any form and/or method will be deemed the sole property of CooperSurgical unless such search firms/employment agencies were engaged by CooperSurgical for this position and a valid agreement with CooperSurgical is in place. In the event a candidate who was submitted outside of the CooperSurgical agency engagement process is hired no fee or payment of any kind will be paid.
We are committed to equal employment opportunity regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender gender identity or expression or veteran status. We are proud to be an equal opportunity workplace.
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Required Experience:
Unclear Seniority
Employment Type
Full-Time
