Customer Support Agent and Quality Technician

Description

Position Overview

Under the direction of the Operations Manager, the Customer Support Agent handles a high volume of calls from hearing care provider accounts through phone and email. Agents perform ordering of hearing aids and supplies, minimal technical troubleshooting and technical quality assessment of hearing aids in accordance with company policies and procedures. This is a non-supervisory position.

Responsibilities

Provide Outstanding Service to hearing care provider accounts:

• Maintain good attendance and adherence to schedule.
• Answer and respond to a high volume of phone calls, emails from customers in need of ordering hearing aids and

Supplies

• Process hearing aid orders, repairs, returns and L&D claims
• Support multiple queues
• Follow posted protocols and diagnostics to help troubleshoot and resolve problems in a cost-effective way.
• Create orders within CRM system
• Maintain a positive approach with consumers
• Adherence to quality control and hearing aid technical workflows
• Document and maintain comprehensive customer case records.
• Escalate necessary cases to manager
• Efficiently utilize tools and resources
• Assist with identifying key customer trends and communicating to appropriate stakeholders
• Achieve and maintain posted KPIs including but not limited to order accuracy, availability, and quality.
• Promote a positive and collaborative team atmosphere with co-workers.
• Build and maintain working knowledge of products.
• Complete all required training and ongoing education.
• Other projects as needed

Requirements

Education:

· Minimum high school diploma or equivalent required

Experience:

• Demonstrated customer service experience required
• Minimum of 1 year call center experience preferred
• Knowledge or experience with hearing aids is a plus
• Bilingual English/Spanish is encouraged

Other Requirements:

• Working knowledge and experience with Microsoft Office suite
• Zendesk and CRM experience preferred
• Excellent written and verbal communication skills
• Think critically to analyze and solve problems
• Maintain protected health information confidentiality

Skills

• Effective interpersonal, verbal, and written communication skills
• Cross functional/departmental collaboration
• Strong sense of initiative and a sense of urgency, demonstrated by accomplishing tasks, improving current work

processes; and assisting others when necessary.

• Effective Decision Making
• Unwavering attention to detail and commitment to world-class quality
• Demonstrates respect for others.
• Versatility, agility and willingness to learn.
• Operates with a high degree of personal accountability.
• Projects a positive and professional demeanor to all internal and external customers and business partners

Benefits: We offer an excellent compensation package and team-oriented work environment with growth opportunities. 

Some of our outstanding benefits include:

• Health & Dental Insurance
• Company paid Life Insurance
• 401(k)
• Paid Time Off benefits
• Product discounts
• Wellness programs

Eoe/M/W/Vet/Disability

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