Soundly - Customer Loyalty Specialist

Ear Professionals International LLC• US,

8d•$20 - $30•Remote

About The Position

As a Customer Loyalty Specialist at Soundly (an Ear Professionals Group brand), you will support customers who are exploring our hearing solutions and have not yet made a purchase. This role is primarily sales-focused, serving as a key point of contact for pre‑sale customers—answering questions, providing product education, and guiding them through the decision-making and purchase process. You will engage with customers across multiple communication channels, helping them understand Soundly’s offerings and determine the best next step in their hearing journey.

Requirements

Experience in sales, inside sales, or customer-facing roles with a focus on consultative conversations.
Comfortable working toward sales goals and performance metrics.
Strong communication skills, with the ability to explain products and services clearly and build trust with customers.
Experience using CRM systems and managing customer interactions across multiple channels.
Ability to work effectively in a fast-paced, digital environment.
Strong problem-solving skills and a customer-first mindset.
Ability to work independently and collaboratively as part of a team.
Adaptable and comfortable with change in an evolving business environment.
Reliable home office with high speed internet.

Responsibilities

Conduct outbound and inbound calls to engage and follow up with interested leads, guiding customers through the hearing care solution journey from initial interest to purchase.
Execute a high-volume outbound call strategy, spending the majority of customer-facing time proactively contacting leads, driving engagement, and converting interest into sales opportunities.
Lead consultative sales conversations to identify customer needs and recommend appropriate Soundly products and services.
Meet or exceed monthly activity, sales, and conversion goals through consistent pipeline management and follow‑up.
Engage pre‑purchase customers and leads via phone, email, and SMS to drive conversion with timely and professional outreach.
Serve as a customer experience liaison, coordinating between patients and local clinics to ensure smooth, seamless care journeys and elevated satisfaction.
Support a seamless and positive customer experience from first contact through post‑purchase follow‑up.
Educate customers on Soundly’s products, services, and policies, including pricing, audiology consultations, the 45‑day return policy, and the price drop guarantee.
Clearly explain hearing care options and Soundly offerings to help customers make informed purchasing decisions.
Serve as a trusted resource throughout the customer journey by aligning product recommendations with individual hearing needs.
Accurately document customer interactions, manage follow‑ups, and create service tickets using HubSpot CRM.
Maintain organized records to support sales forecasting, customer continuity, and operational efficiency.
Participate in regular team stand‑ups and collaborate cross‑functionally to support alignment, shared goals, and performance improvement.
Contribute insights from customer interactions to improve sales strategies and customer experience.