Outbound Call Specialist

Summary: Sonova is an international hearing healthcare innovator dedicated to improving hearing health and human connection. They are seeking an Outbound Call Specialist to make outbound calls, schedule patient appointments, and maintain consumer information using a CRM system while providing excellent customer service. 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 return inbound calls as needed after initial outbound contact - Maintain quality service by following organizational standard operating procedures - Maintain and exceed daily, weekly and monthly appointment (conversion) quotas - Take inbound call overflow as needed to maintain overall Contact Center client service levels - Learn and understands basic industry knowledge and vernacular, including measures such as building a product knowledge base around various hearing improvement solutions offered by our Company - 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 - Other duties as assigned Required Qualifications: - One year call center experience & upselling - Comfortable with fast paced inbound and outbound calls (130-150 per day) - A dedicated (quiet) work from home environment - Must provide your own WiFi - 6+ months established inside sales and Call Center experience - Target driven and goal oriented - Comfortable with making an average of up to 150 sales calls per day to cold and warm leads - Excellent interpersonal communication skills - Ability to manage time effectively while multitasking in a fast-paced environment - Effectively manage objection and rejection - Professional telephone etiquette skills - Highly motivated with a willingness to be coached - Strong problem-solving and organizational skills - Intermediate MS Word and Excel working knowledge - Proficient order entry speed - High School diploma or equivalent required Required Skills: Call center experience, Upselling, Customer management software Important Skills: Interpersonal communication, Time management Nice-to-Have Skills: Professional telephone etiquette, MS Word knowledge, MS Excel knowledge, Problem-solving skills, Organizational skills Benefits: Medical, Dental, Vision Coverage, 401K with a Company Match, FREE hearing aids to all employees and discounts for qualified family members, PTO and Holiday Time, 401(k), 401(k) matching, Dental insurance, Health insurance, Paid time off, Vision insurance, Work from home