What are the responsibilities and job description for the Contact Center Representative (Hybrid - Iselin, New Jersey) position at WS Audiology Americas?

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.

Location : Iselin, NJ (Hybrid schedule : In-office on Tuesdays, Wednesdays, and Thursdays; Work-from-home on Mondays and Fridays)
Work Hours : 10 : 30 AM to 7 : 00 PM EST (Monday through Friday)

About the Role :

Are you passionate about providing exceptional customer service and solving problems? Do you thrive in a fast-paced, customer-focused environment? If so, we want you to join our team as a Contact Center Representative. As the first point of contact for our clients, you'll play a vital role in supporting our B2B customers in a multi-brand contact center. We are looking for a self-motivated, detail-oriented individual with experience in a high-volume call center or customer-facing role.

In this role, you will engage with customers over the phone, chat, and email to answer inquiries, provide solutions, and ensure a seamless customer experience—all while meeting performance metrics and targets. If you're eager to grow within the hearing healthcare industry, we want to hear from you!

Key Responsibilities :

Provide exceptional customer support for B2B clients, ensuring professional and efficient handling of incoming calls.

Log all customer interactions accurately in the Salesforce CRM system.

Cover topics such as product features, order placement, shipping, warranty, and stock availability.

Troubleshoot and resolve customer issues, aiming for first-call resolution.

Handle customer complaints with a solution-oriented mindset.

Stay updated on products, processes, and industry knowledge through training.

Demonstrate consistent attendance and adherence to your scheduled work hours.

Continuously grow your understanding of the hearing healthcare industry, including key customer relationships and third-party accounts.

Contribute to the success of the team by performing additional tasks as needed.

What We’re Looking For :

Education : High school diploma or equivalent required; bachelor’s degree a plus.

Experience : Prior experience in a high-volume customer service environment; experience in a medical office or healthcare setting is highly preferred.

Customer-Focused : Strong passion for delivering outstanding service with a “customer-first” mindset.

Relationship Building : Proven ability to build lasting relationships and foster customer loyalty.

Motivation : Self-driven and goal-oriented with a strong desire to contribute to both personal and team success.

Communication Skills : Clear and professional communication, both on the phone and in writing.

Adaptability : Thrive in a dynamic environment and adapt to new tools, processes, and customer needs.

Tech-Savvy : Comfortable using Microsoft Office Suite (Outlook, Teams, Excel, Word); familiarity with Salesforce is a plus.

Problem-Solving : Strong ability to analyze situations, resolve issues, and manage time effectively in a high-volume setting.

Team Player : Collaborative, with the ability to work seamlessly within a team to achieve collective goals.

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.

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Contact Center Representative (Hybrid - Iselin, New Jersey)

What are the responsibilities and job description for the Contact Center Representative (Hybrid - Iselin, New Jersey) position at WS Audiology Americas?

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