Licensed Call Center Representative

The HIS/AuD Customer Solutions agent will provide superior customer service for customers and hearing aid center providers.

Summary of Essential Job Duties
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.
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 customer 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. 
Trouble shoot challenges experienced by customers and hearing center specialists. 
Manage inquiries through a call center ticketing system and understand the 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. 

Skills / Qualifications
To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The 
requirements listed below 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.
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
Past training in Sales or Customer Service Industry preferred but not necessary

Additional Information :

We are an Equal Employment Opportunity Employer.

Remote Work :

No

Employment Type :

Full-time