Concierge Representative (French) - Contractor
This position is ideal for experienced customer service professionals to join the Concierge team as a Spanish Customer Service Representative, providing high-quality support to Spanish-speaking consumers across multiple channels (phone, SMS). You will provide support to potential patients and the orthodontists, dentists, and office staff that service them, address inquiries, schedule appointments, and ensure a positive customer experience while collaborating with internal business partners such as the Marketing and Sales teams. This role plays a key part in supporting business growth and enhancing consumer satisfaction
- Assist in outbound and inbound call campaigns to connect doctors and patients.
- Convert prospects into valid consumers through effective communication.
- Capture and respond to consumer inquiries regarding products and services.
- Collaborate with internal and external teams to support consumers, dentists, and orthodontists.
- Identify and suggest improvements to enhance customer support processes.
- Work with team members to develop and implement initiatives that drive success.
- Consistently meet or exceed set quality and productivity metrics.
- Observe trends and share insights with relevant teams, such as Consumer and Product Marketing.
- Adapt to evolving departmental processes and responsibilities.
- Comply with all safety policies, practices, and procedures.
- Perform other duties as assigned.
- Education: Bachelor’s degree or equivalent experience preferred.
- Minimum 5 years of call center customer service experience required.
- Minimum 2 years of experience in the healthcare industry required.
- Minimum 2 years of telesales/telemarketing experience preferred.
Skills:
- Excellent telephone manner with clear, concise, and professional communication.
- Languages: Highly proficient in spoken and written English and French, with the ability to adjust tone and language as needed.
- Strong judgment skills and creative problem-solving abilities.
- High efficiency and accuracy in data entry.
- Proficiency in MS Office (Outlook, Word, Excel).
- Experience with Salesforce Service Cloud preferred.
- Communication: Ability to effectively interact with internal and external stakeholders.
- Teamwork: Ability to work independently and collaboratively in a fast-paced environment
Complementary Skills:
- Strong organizational and time-management skills.
- Adaptability to a rapidly changing work environment.
- Proactive approach in seeking information and applying learned processes.