Licensed Call Center Representative

Lucid Hearing Holding Company, LLC•Fort Worth, TX

2h•Hybrid

About The Position

Lucid Hearing is looking for a Hearing Instrument Specialist / Audiologist to add to our dedicated and passionate team Customer Solutions Team (Call Center Team). Lucid Hearing is a leading innovator in the field of assistive listening and hearing solutions, and it has established itself as a premier manufacturer and retailer of hearing solutions with its state-of-the-art hearing aids, testing equipment, and a vast network of locations within large retail chains. As a fast-growing business in an expanding industry, Lucid Hearing is constantly searching for passionate people to add to our family of associates. [LICENSE REQUIRED]: Hearing Instrument Specialist / Audiologists The HIS/AuD Customer Solutions agent will provide superior customer service for customers and hearing aid center providers. 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. Our call center is open on Monday-Saturday and is located in our corporate office at 14301 FAA Blvd, St 105, Ft Worth TX 76155. Call center is open Monday-Saturday, 8am-5pm CST. Must be available for full-time shifts during call center operating hours.

Requirements

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.
Must be a Licensed Hearing Instrument Specialist or Dispensing Audiologist
High School degree or equivalent

Nice To Haves

Past training in Sales or Customer Service Industry preferred but not necessary

Responsibilities

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.