Customer Support Agent and Quality Technician

Position Overview

Under the direction of the Operations Manager the Customer Support Agent handles a high volume of calls from hearing care provider accounts through phone and email. Agents perform ordering of hearing aids and supplies minimal technical troubleshooting and technical quality assessment of hearing aids in accordance with company policies and procedures. This is a non-supervisory position.

Responsibilities

Provide Outstanding Service to hearing care provider accounts:

Maintain good attendance and adherence to schedule.

Answer and respond to a high volume of phone calls emails from customers in need of ordering hearing aids and

supplies

Process hearing aid orders repairs returns and L&D claims

Support multiple queues

Follow posted protocols and diagnostics to help troubleshoot and resolve problems in a cost-effective way.

Create orders within CRM system

Maintain a positive approach with consumers

Adherence to quality control and hearing aid technical workflows

Document and maintain comprehensive customer case records.

Escalate necessary cases to manager

Efficiently utilize tools and resources

Assist with identifying key customer trends and communicating to appropriate stakeholders

Achieve and maintain posted KPIs including but not limited to order accuracy availability and quality.

Promote a positive and collaborative team atmosphere with co-workers.

Build and maintain working knowledge of products.

Complete all required training and ongoing education.

Other projects as needed

Education:

Minimum high school diploma or equivalent required

Experience:

Demonstrated customer service experience required

Minimum of 1 year call center experience preferred

Knowledge or experience with hearing aids is a plus

Bilingual English/Spanish is encouraged

Other Requirements:

Working knowledge and experience with Microsoft Office suite

Zendesk and CRM experience preferred

Excellent written and verbal communication skills

Think critically to analyze and solve problems

Maintain protected health information confidentiality

Skills

Effective interpersonal verbal and written communication skills

Cross functional/departmental collaboration

Strong sense of initiative and a sense of urgency demonstrated by accomplishing tasks improving current work

processes; and assisting others when necessary.

Effective Decision Making

Unwavering attention to detail and commitment to world-class quality

Demonstrates respect for others.

Versatility agility and willingness to learn.

Operates with a high degree of personal accountability.

Projects a positive and professional demeanor to all internal and external customers and business partners

Benefits: We offer an excellent compensation package and team-oriented work environment with growth opportunities.

Some of our outstanding benefits include:

• Health & Dental Insurance
• Company paid Life Insurance
• 401(k)
• Paid Time Off benefits
• Product discounts
• Wellness programs

EOE/M/W/Vet/Disability

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