Customer Care Team Lead

Amplifon Americas parent company to Miracle-Eara world leader in hearing health care has a strong demand for diverse authentic creative and versatile talent on ourCustomer Care Team. We are looking for someone who isforward-thinkingto help us strive towardseveryday excellencewhile focusing oncustomer devotionandpersonal impactto ensure we areacting responsiblyin everything we do.

We are seeking a dynamic and experienced Customer Care Team Lead to join our growing organization. In this role you will oversee a team of Customer Service Representatives ensure smooth daily operations and support our commitment to delivering outstanding customer experiences.

Key Responsibilities:

• Team Leadership: Coach mentor and develop team members on scripting policies procedures and key performance metrics.
• Performance Management: Monitor and evaluate phone email and other customer and Miracle-Ear Store interactions. Provide feedback through coaching and regular performance reviews to drive improvement and success.
• Escalation Handling: Take ownership of escalated customer and Miracle-Ear issues ensuring prompt and effective resolution.
• Quality Assurance: Conduct regular call reviews and quality checks. Deliver constructive feedback to ensure adherence to company standards and policies.
• Provide other duties as required which may include but are not limited to reception support admin support clinic support and basic invoicing

Qualifications in this role include but are not limited to:

• Education: High school diploma or equivalent required
• Work Model: 100% in-person on-site out of our corporate office in Waco TX
• Work Schedule: Mon-Fri 9am-6pm or 10am-7pm; one Saturday per month and holidays required
• 2 years of experience in a call center environment with 1 years leading a team
• Proficient with technology and navigating multiple systems/applications
• Proven leadership skills with the ability to inspire and guide a team toward achieving individual and group goals.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and a customer-first mindset.

Preferred Experience and Skills:

• Experience in sales marketing or the healthcare industry is an advantage

Benefits Offered:

• Compensation: $18-$19/hour plus incentive
• Health Insurance: Medical Dental Vision
• Retirement: 401K (with employer match)
• Work Life Balance: Paid Time Off Paid Holidays
• Professional development and growth opportunities within the department and company

About Us:

For over 75 years Miracle-Ear has led the way in innovation and customer service helping over 50 million people with hearing loss. With 1500 franchised and corporately owned retail clinics across the United States weve developed a deep understanding of how to care for customer needs and take pride in improving every customers quality of life.

Through the Miracle-Ear Foundation we give back to the local communities we serve with a portion of every hearing aid sold helping someone in need. Fostering a culture of belonging allows us to deliver on our promise of helping millions of diverse customers rediscover all the emotions of sound.

Our parent company Amplifon is the global leader in the retail hearing aid industry operating nearly 10000 clinics in 29 countries worldwide. In recognition of our commitment to empowering people we are thrilled to announce that Amplifon has been honored as a Top Employer 2024 across Europe the United States Canada and New Zealand by the Top Employers Institute.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race religion color national origin gender sexual orientation age marital status veteran status or disability status. If selected for an interview please advise our Human Resources team if you require accommodation during the interview and assessment process and we will work with you to meet your accessibility needs.

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