Sales & Customer Service Ambassador (Night Shift)

Sono Bello is America's top cosmetic surgery specialist, with 185+ board-certified surgeons who have performed over 300,000 laser lipo and body contouring procedures. A career at Sono Bello means being part of a dynamic and high-energy work environment where every team member can make a difference. We love what we do, and it shows! We believe everyone deserves to have their best body today and pursue their best life now.

*Applicants must reside in the state of Nevada to be considered for this role.

SUMMARY: Overnight Patient Ambassadors are responsible for handling inquiries from potential patients and existing patients, resulting in scheduling qualified patients for consultations with the local center. Inquiries are handled through email, chat, and both inbound and outbound phone calls. Overnight Patient Ambassadors are also responsible for nightly audits of files created the day of and previous.

ESSENTIAL DUTIES AND RESPONSIBILITIES

· Include the following. Other duties may be assigned.

· Provide excellent customer service to potential patients as they contact Sono Bello via phone, email, and chat.

· Schedule qualified patients for consultations.

· Contact patients who have previously requested information via phone and email to schedule consultations with those patients.

· Schedule consultations using the provided company tools, ensuring that all pertinent information is included.

· Respond to patient emails as needed.

· Provide details to the local centers of special circumstances or potential patient requests, as well as notifications of anything else that they may need to be made aware.

· Handle any escalations according to communicated guidelines.

· Act as a subject matter expert for patient inquiries, providing excellent customer service while educating patients.

· Responsible for contributing towards the success of department and company-wide goals.

· Assist the local centers by taking overflow and afterhours calls from patients.

· Carefully listen to concerns, identify solutions to problems and provide patients with the products and knowledge for their needs.

· Provide incredible customer service, greeting patients and answering questions in a friendly manner, proactively offering assistance and providing accurate and timely information, recommending consultations and accommodating special requests.

· Utilize resources to educate self and others about product uses and characteristics, being sure to share acquired product knowledge.

· Review incoming/outgoing emails and provide peer feedback. Also provide notification of any consistent mistakes to the leadership team.

· May be asked to assist in additional leadership responsibilities when no other leader is available.

· Nightly audits as assigned. These audits are to be completed daily and no later than 4am:

o Disposition audits

o Location audits

· Month-to-date dispositions audits

· Preparing and delivering reports as assigned.

· Has the ability to properly handle after-hours medical escalations.

· Complete special projects from the leadership team as assigned.

· Responsible for completing all tasks and providing confirmation by updating the excel auditing tracker.

· Collaborate with peers to complete all nightly auditing tasks. In the event a team member is out, the team will be expected to cover the workload.

· Due to the limited number of these roles overnight, you may be asked to cover planned or unexpected absences on short notice.

· Strong communication surrounding the completion of work as all tasks are expected to be completed nightly. If you are running behind on tasks, you will be expected to notify the team.

· Support team to ensure all tasks are completed nightly. Completion of our auditing tasks is critical in providing accurate readouts on PAC performance.

· Strong technical knowledge of all PAC tools and systems. Must have the ability to effectively report potential outages, following the PAC outage protocol.

 

EDUCATION, EXPERIENCE AND SKILLS REQUIRED:

Regular and predictable attendance is an essential function of the job. Due to the independent nature of the position, intermediate computer troubleshooting skills are crucial.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed herein are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

OTHER SKILLS AND ABILITIES

Must be familiar with PA work and have the ability to learn computer operating systems (Z