What are the responsibilities and job description for the Corporate: Hearing Instrument Specialist / Audiologist - Customer Solutions Call Center position at Lucid Hearing Holding Company, LLC?
Company Description
Lucid Hearing is looking for a Hearing Instrument Specialist / Audiologist to add to our dedicated and passionate 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.
Job Description
Position Overview [LICENSE REQUIRED]:
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, part-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-6pm CST. Must be available for part-time shifts during call center operating hours.
What you'll be doing?
- 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 customers 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.
- Troubleshoot challenges experienced by customers and hearing center specialists.
- Manage inquiries through a call center ticketing system and understand 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.
Qualifications
What experience and skills you'll be bringing:
- 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.
Education, Certificates, Licenses, Registrations:
- Licensed Hearing Instrument Specialist or Dispensing Audiologist
- High school degree or equivalent
Additional Information
All your information will be kept confidential according to EEOC guidelines.
