What are the responsibilities and job description for the Recipient Support Specialist position at Advanced Bionics, LLC?
You enjoy creating and innovating. You never stop striving for better. You take responsibility and you get results. You love being part of a team. Above all, you want your work to matter: Welcome to our world! At Sonova we create sense by bringing sound to life. Our innovative hearing care solutions help millions of people enjoy life's unforgettable moments.
We offer exceptional career opportunities through market-leading brands from consumer to medical, products and services that keep pushing hearing care forward, and a culture where you can quickly belong and perform at your best.
If you want the freedom to explore, opportunities to grow, and make positive change on people lives through your work, this is the place for you.
Join Sonova. Create sense.
Valencia (CA), United States
Overview
Responsible for providing excellent care and support to AB recipients. Recipient Support Specialists work closely with AB Customer Service, AB field staff, and recipients to provide acute product training, troubleshooting and resolution to product complaints. This team proactively reaches out to newly implanted recipients for product and consumer portal orientation, including rehab portal.
What you'll do:
- Support the Recipient Support Queue which involves both proactive and reactive communication with AB recipients, assisting with troubleshooting, device orientation, access to
- website/portals/apps. This may be carried out via Teams, Zoom, text, calls, webchat or email.
- Proactively support AB CI recipients and complete transition from the CICS/Outreach once surgery is completed.
- Ensure recipients' success, specifically focused on product orientation, connectivity w/ Bluetooth enabled accessories, ongoing product and accessory use and maintenance, rehab resources, and use of the consumer portal.
- Probe for satisfaction with current equipment to determine recipient's need for other equipment, upgrades, second side surgery and/or need to extend service contracts
- Document recipient interactions and report back to audiologist.
- Increase recipient satisfaction by communicating through their preferred mode of communication. either email, text, call, videochat.
- Provide help with access to and orientation of the Consumer Portal, myABOnline.com.
- Ensure every interaction with a recipient is productive, pleasant and leads to them becoming a loyal advocate of Advanced Bionics.
- Adhere to defined KPIs for the team regarding recipient satisfaction, hold times, time to complete actions.
- Other duties as required.
Travelling Requirement:up to 25%
What you bring to the team:
Education
* Bachelor's Degree
Nice to Have
- Master's degree or higher
Work Experience
- One year of direct contact with CI recipients
Nice to Have
- > 2 years of CI device troubleshooting
Personal Competencies
- Attention to detail, excellent customer service.
Social Competencies
- Excellent written and verbal communication skills
Professional Competencies
- Effective Communication across different teams
- Attention to detail, continuous learning, initiative
Language(s)/ Level
- English fluency, both written and spoken
Nice to Have
- Spanish and/or French fluency
IT Skills
- Proficient in Microsoft Office Applications
Further Requirements
- Technical experience with cochlear implants
- Exhibits a high degree of flexibility in adapting to rapidly changing environment
Our offer:
- Exciting and challenging work environment
- Comprehensive benefits package
- Training and development opportunities - we believe every employee deserves a development plan. Come, learn, and grow with us!
Don't meet all the criteria? If you're willing to go allin and learn we'd love to hear from you!
We love to work with great people and strongly believe that a diverse team makes us better. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of race, color, creed/religion, sex, sexual orientation, marital status, age, mental or physical disability.
We thank all applicants in advance; however only individuals selected for an interview will be contacted. All applications will be kept confidential. Sonova is an equal opportunity employer. Applicants who require reasonable accommodation to complete the application and/or interview process should notify the Senior Manager, Human Resources.
Pay Ranges:$72,000/yr - $108,000/yr
Based on location
Health Benefits & Perks:
- Medical, dental and vision coverage*
- Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts
- TeleHealth options
- 401k plan with company match*
- Company paid life/ad&d insurance
- Additional supplemental life/ad&d coverage available
- Short/Long-Term Disability coverage (STD/LTD)
- STD LTD Buy-ups available
- Accident/Hospital Indemnity coverage
- Legal/ID Theft Assistance
- PTO & paid holidays*
- Employee Assistance Program
*Plan rules/offerings dependent upon group Company/location.
We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate's ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.
Advanced Bionics is committed to creating a diverse environment and is proud to be an affirmative action/ equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Salary : $108,000