WSAudiology is a global leader in the hearing aid industry. Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world.

Our portfolio of technologies spans the full spectrum of hearing care, from distinct hearing brands and digital platforms to managed care, hearing centers and diagnostics locations.

Summary :

This position will report to the Senior Director, Customer Care, and will be required to work out of either the Iselin, New Jersey OR Hauppauge, New York office Tuesdays, Wednesdays, and Thursdays.

Essential Responsibilities :

• Evaluate and analyze all aspects of the customer experience to develop and engineer projects and business initiatives to help improve end-to-end processes that impact and affect the external and internal customers.
• Provide extensive coaching and counseling to assist all teams in meeting customer satisfaction, exceeding customer expectations, and building customer loyalty.
• Develop and maintain training programs and their documentation for various Customer Support Service teams and external and internal customers.
• Conduct feedback sessions with staff to gather information related to the trends that are impacting both the customers and the Customer Support Service teams.
• Monitor the performance of Customer Support Service teams and develop methods for training and motivating them to achieve high performance standards.
• Perform customer relation activities including focus groups, customer interviews, follow-up, project management, and ad hoc analysis to identify and understand the customers' needs.

Create business initiatives that focus on meeting those needs.

Report and track customer facing Key Performance Indicators (KPIs) that relate to the Customer Experience. Provide summaries and action items regarding those KPIs to leadership and executive team members.

Requirements :

• High school diploma
• Full understanding of Contact Center training methods including : Delivery Methods, Customer Support, Quality Assurance, Soft Skills, and the ability to effectively articulate with the audience in a variety of training environments.
• Experience with CRM system preferred

The Company provides equal opportunity to all employees and prospective employees without regard to race, color, creed, religion, national origin, ancestry, sex, age, physical or mental disability, marital status, pregnancy, genetic information, sexual orientation, gender identity, protected veteran or military status, or any other consideration not related to the person’s ability to do the job or otherwise made unlawful by federal, state, or local law.

Last updated : 2024-09-05