Job Description

Position Overview [LICENSE REQUIRED]:

The HIS/AuD Customer Solutions agent will provide superior customer service for customers and hearing aid center providers. The agent will manage inbound inquiries through various channels: calls, emails, and chats. This role is responsible for providing customers direction on how to use and maintain the products they have purchased from us online, through a distributor or through one our Hearing Aid Centers. This is an hourly, full-time hybrid or remote position.

Our call center is open on Monday-Saturday and is located in our corporate office at 14301 FAA Blvd, St 105, Ft Worth TX 76155. Call center is open Monday-Saturday, 8am-6pm CST. Must be available for full-time shifts during call center operating hours.

What you'll be doing?

• Work on a team of Customer Solutions agents, in a call center environment, to support customers and licensed Hearing Aid Specialists & Audiologists.
• Analyze test findings and make recommendations based off the customers hearing loss.
• Recommend and dispense assistive listening and hearing solutions.
• Educate patients in how to use and maintain the hearing aid devices, provide demonstrations (this would be via phone) and information.
• Focus on quality, efficiency, and being a champion for both internal and external customers.
• Answer inbound technical calls or make outbound calls to assist external and internal customers and provide accurate solutions for their inquiries and concerns.
• Handle customer complaints, provide appropriate solutions and alternatives. Follow up to ensure resolution.
• Guide customers through troubleshooting, navigating the company site or using the products and/or services.
• Provide patients and/or customers direction on finding the perfect hearing solution, product troubleshooting, and how to use and maintain the products they have purchased from us.
• Review customer orders and provide updates and information about shipping, warranties, and other account related statuses.
• Troubleshoot challenges experienced by customers and hearing center specialists.
• Manage inquiries through a call center ticketing system and understand importance of accurate notes and detailed documentation.
• Partner with internal teams such as Training & Development or IT to provide details for escalated cases and issues.

Qualifications

What experience and skills you'll be bringing:

• Experience working in a call center or customer-support role whether onsite or remote.
• Ability to problem solve to find the right hearing solution within our product assortment, through sales or adjustment recommendations.
• Strong active-listening and verbal communication skills.
• Proven track record for stellar customer service and proficiency in problem solving.
• Passion for championing customer service and motivation for customer satisfaction.
• Ability to succeed in a high pressure and fast paced environment while remaining calm in order to better serve customers.
• Ability to multi-task and manage time effectively.
• Technical aptitude and systems mindset to be able to help customers via phone.
• Patience and compassion.
• Strong attention to detail and time management skills
• Experience working with PC hardware and software including general computer and Internet knowledge.

Education, Certificates, Licenses, Registrations:

• Licensed Hearing Instrument Specialist or Dispensing Audiologist
• High school degree or equivalent

Additional Information

All your information will be kept confidential according to EEOC guidelines.