Representative, Distributors

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Position Title: Representative, Distributors 

Division: Distributors 

FLSA Status: Non-Exempt 

Reports to: Supervisor, Distributors 


Summary


DDC has had superior growth throughout 2020 and we are pushing for more in 2021! We are looking for diligent, trainable representatives to support our expansion. The Distributor Representative exemplifies DDC’s commitment to excellence by providing an exceptional experience to anyone with whom they interact. Operating with accuracy and integrity, the Representative is a communication conduit who helps ensure that the needs of the client are met.

The Distributor Representative serves as a strategic client partner and an extension of their organization. The Representative establishes and nurtures strong working relationships with internal and external business leaders, key stakeholders and work teams to ensure the successful delivery of services to clients and their customers. The Representative works with internal and external groups to quickly implement effective solutions, while minimizing any possible disruption to program operations and meticulously communicates with all involved parties through resolution.

This position reports to the Distributor Supervisor and is responsible for responding to service and sales calls, faxes, and e-mails from our clients. Distributor Representatives must have the ability to listen attentively to callers, understand their needs, and offer the most appropriate and beneficial DDC services. This position has the capability to work from home once training is complete.

 Responsibilities

  • Proactively identify and implement services that address clients’ needs and help them achieve their business goals.
  • Exceed client expectations by providing extraordinary service.
  • Troubleshoot issues and work with internal and external groups to quickly implement effective solutions, while minimizing any possible disruption to program operations; meticulously communicate with all involved parties through resolution; resolve client concerns or be able to escalate them to others in a timely and concise manner.
  • Provide distributors with outstanding service by answering questions, addressing concerns, and solving problems as needed to ensure that every case is successfully completed and every patient/client satisfied.
  • Must have a broad understanding of the operational and informational flow within DDC, and effectively coordinate action to ensure appropriate and timely use of resources.
  • Must be natural problem solvers and be able to anticipate needs, proactively working to remove obstacles and ensure a seamless experience for all parties.
  • Answer incoming phone calls from accounts and patients
  • Make outbound phone calls to alert accounts of challenges with cases
  • Respond to email inquiries in a professional manner
  • Monitor case volume from top accounts to ensure retention
  • Scheduling support for Immigration Cases
  • Positively impact operational efficiency by providing one-call resolutions
  • Possess the aptitude to quickly acquire knowledge and apply it
  • Take initiative to help team members when needed
  • Follow DDC procedures and guidelines to ensure that DDC’s services are offered in a manner consistent with our mission and vision statements.
  • Work effectively with their teammates, Manager and other DDC teams

Skills

  • High School/GED Diploma required
  • Three (3) to four (4) years previous experience in Call Center or Customer Service
  • Knowledge of DNA or Diagnostic testing procedures is preferred  
  • Computer literacy in Microsoft Word, Excel, Outlook and Adobe Acrobat; experience in working with Microsoft Teams
  • Self-motivated and the ability to work with minimal supervision; must also be able to work as part of a team
  • Outstanding telephone skills, customer services skills, and must be a decisive problem solver.
  • Ability to build relationships with top accounts assigned to you
  • High level of attention to detail, accuracy, and strong communication skills (verbal and written).
  • Ability to organize, prioritize, and manage multiple tasks effectively
  • Positive attitude under pressure

Confidentiality

  • Due to the sensitive nature of our business, it is imperative that each Team Member is of high integrity and able to keep work-related issues confidential. 

DNA DIAGNOSTICS CENTER INC is an EEO employer - M/F/Vets/Disabled
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