Customer Support Specialist, Hearing Solutions

Cochlear•Centennial, CO

3d•Onsite

About The Position

Change people’s lives and love what you do! Cochlear is the most recognized brand in hearing health care. As a Hear Always Technician, you will play a critical role in supporting cochlear implant recipients and clinic partners by processing service requests, validating and loading audiologist programming information onto recipient devices, performing quality checks, and ensuring accurate fulfillment of patient-direct orders. Working closely with Customer Experience, Clinical, and Reimbursement teams, you will help deliver an exceptional customer experience while ensuring recipients receive the products and support they need to hear their best. This position is based 100% onsite at our warehouse facility in Centennial, Colorado.

Requirements

Bachelors or Equivalent Work Experience
2-3 Years of Experience ideally in customer service
Excellent verbal and written communication skills.
Proficient experience utilizing common office resources (phone and email).
Ability to handle multiple tasks in a fast-paced environment.
Proven ability to work collaboratively and positively in a team environment to build strong, professional relationships.

Nice To Haves

Experience in customer service, order processing, logistics, healthcare operations, medical device support, or a related field preferred

Responsibilities

Validate programming information, created by an audiologist, by utilizing Company’s ERP System, Oracle and Cochlear Programming applications.
Identify when programming information is incomplete or incorrect and work with clinic to resolve.
Load programs on recipient external processors based on order data and programming details.
Convert programming to work with new technology for recipient upgrades and exchanges.
Pick product from the warehouse to fulfill Hear Always orders and communicate inventory needs to appropriate warehouse personnel when applicable.
Ensure all program requests are directed to and reach the appropriate clinic and are received back to CAM in a timely manner. This will include working with clinics to resolve issues/concerns involving the program request process and providing guidance on clinic user applications such as the Cochlear professional portal and any Cochlear Programming applications.
Create and process clinic orders for submitted service requests when received.
Perform defined quality control processes for all inbound orders related to Hear Always. This may include validating recipient order information, confirming equipment, validating warranty, following clinical programming guidelines and reviewing all aspects of completed order to ensure accuracy before shipment.
Actively participate in the development of new processes, procedures and work instructions.
Implement new processes and procedures.
Provide training for other parts of the business as requested to improve processes.
Perform research into order entry issues, programming and program request issues related to the recipient aspect of the order process, communicate to appropriate teams, and assist with resolving when applicable. This may include communicating with recipient's by phone or email on various topics to resolve issues.