Licensed Call Center Representative

Lucid Hearing Holding Company, LLC•Fort Worth, TX

4h•Hybrid

About The Position

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.  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.

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
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

Manage inbound inquiries through various channels: calls, emails, and chats
Provide customers direction on how to use and maintain the products they have purchased
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