Enable America Jobs

Change people's lives and love what you do! Cochlear is the most recognized brand in hearing health care.

Customer Upgrade Sales Specialist (Internal title: Upgrade Solutions Specialist 1)

Application deadline is July 23, 2024

Position Spotlight:

• Create a concierge-like customer sales experience to support the recipient sound processor upgrade process
• Collaborate with internal and external teams to increase regional upgrade sales penetration rates.
• Once fully trained a hybrid work environment with a combination of in-office and work from home
• Flexible schedule between 7:00am-6:00pm, Monday through Friday

Change people's lives and love what you do! Cochlear is helping people hear, and be heard, all over the world and is the most recognized brand in hearing health care.

About the role:

As Cochlear continues to grow and service our customers, we are recruiting for an Upgrade Solutions Specialist in our Americas head office based in Lone Tree, CO.

The Upgrade Solutions Specialist's objective will be to work with recipients in old technology to find the best and fastest way for them to gain access to the latest hearing technology, allowing them to further enhance their ability to hear. You will be responsible for proactively and directly contacting Cochlear recipients to deliver a concierge-level upgrade sales experience, thereby creating strong business value and a positive customer experience. This position delivers a relationship-based needs-satisfaction sales strategy and service approach focused on proactive service and guidance by you; tailored intimacy by responding to marketing generated leads, executing 1:1 and one to many scheduled upgrade sessions, and by prospecting for new upgrade leads via outbound calling. You will work collaboratively with recipient marketing, Cochlear field teams, reimbursement, customer service, and operations teams to achieve recipient sales revenue objectives.

This opportunity offers a team-oriented sales environment, hands-on ownership of accounts and a supportive management team. For this role, we provide paid training, a competitive base pay, plus a quota-based bonus structure. We are a growing team with a traditional call center structure that offers opportunities to grow professionally within the team and across the organization. Ultimately, the Upgrade Solutions Specialist is accountable for, and success will be measured by, driving recipient services revenue.

Key Responsibilities:

• Employ needs-satisfaction selling strategies to create a concierge-like customer sales experience; communicating through email, virtual meetings, over-the-phone and sometimes in-person.
• Collaborate with field teams, marketing teams and regional professional teams to increase regional upgrade sales penetration rates.
• Provide meaningful recipient engagement by building strong relationships to implement recipient upgrade sales and marketing strategies designed to support the recipient experience, including, but not limited to conducting in and out of market virtual appointments (1:1 or 1:Many) designed to educate recipients on how to upgrade, how to use their insurance benefits and what hearing benefits they can experience with new technology.
• Provide timely, reliable, and accurate information to clinicians about their patients and their upgrade experience so that they become a trusted resource with all things relating to upgrades

Schedule:

Flexible schedule between 7:00am-6:00pm, Monday through Friday. To best serve our customers, occasional overtime may be required. Once fully trained this role offers a hybrid work environment with a combination of in-office and remote work from home.

Key Requirements

To add value to Cochlear in this role you'll be able to meet and demonstrate the following knowledge, skills and abilities in your application and at interview:

• Bachelor's or Equivalent Work Experience
• 2-3 Years of sales experience and/or customer service experience
• Experience using order management and CRM systems (i.e. Oracle, Salesforce, Brightree or related systems)
• Experience with hosting appointments/meetings through a variety of channels. (Phone, Virtual, 1:1 and group sessions)
• Experience working independently with minimal supervision

Salary and Benefits

In addition to the opportunity to develop your knowledge and grow professionally, we offer competitive wages and benefits.

• Target Salary Rate: $27.50 - $30.00 per hour based upon experience, as well as a commission opportunity of $15,000. Compensation offered to candidate may vary based on work experience, education and/or skill level.
• Benefit package includes medical, dental, vision, life and disability insurance as well as 401(K) matching with immediate vesting, Paid Time Off, tuition reimbursement, maternity and paternity leave, Employee