Trial Program Specialist III - INTERNAL ONLY

Position Summary: The Trial Program Specialist (TPS) are responsible for supporting customers throughout the PRC-Saltillo process of trialing a communication device.  The TPS III assists and/or fills in on regional teams as directed, supports TPS training, and completes the returns and escalation portion of the trial returns process across the United States.

Duties and Responsibilities:

***All duties and responsibilities that a Trial Program Specialist I and II complete as well as the following:

• Completes the escalation and collections portion of the returns process for trial devices across the United States.
• Assists and/or fills in on regional teams to support TPS staff shortages, high trial volume demands, and/or other regional needs.
• Identifies and reports potential training needs and assists with training TPS.
• Assists the Funding Process Managers to maintain and/or develop TPS work instructions or processes.
• Works collaboratively with members of the Regional Teams, Funding Process Managers, and Directors of Sales.
• Participates in meetings related to the Trial Device Program to provide input on trends and offers suggestions for changes and improvements.
• Synthesizes and presents data related to trial device returns and escalations.

Required Skills/Abilities:

• Excellent interpersonal and customer service skills.
• Strong verbal and written communication skills.
• Organized with excellent time management skills and a proven ability to meet deadlines.
• A service mindset with a focus on delivering excellent customer experience, satisfaction, and success.
• Flexible, with ability to adapt to a fast-paced, rapidly changing circumstances.
• Detail-oriented and thorough.
• Ability to maintain a positive attitude, and act professionally during time of high stress.
• Ability to work well both independently and with others in a team.
  
• Exceptional skills related to organization, ability to work independently, interpersonal communication, and process-oriented thinking.
  

Education and Experience:

• High school diploma or general equivalency degree (GED) is required.
• At least one year of customer service experience is required.
• Experience in a medical office is preferred.
• Experience with Microsoft Word, Excel and Outlook is strongly recommended.
• At least one year of previous experience with PRC-Saltillo is required. Previous experience as a TPS is preferred.
  

Salary : $26 - $32