What are the responsibilities and job description for the Contact Center Representative position at WS Audiology?
- Job Title: Contact Center Representative
- 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.
About Us:
At WSAudiology, we are passionate about unlocking human potential by improving lives through hearing. As a global leader in the hearing aid industry, we are committed to creating innovative solutions that bring hearing back to millions of people around the world. With a team of over 12,000 colleagues in 130 countries, we offer a diverse and collaborative work environment where you can grow and make a real impact.
Job Type: Full-time
Pay: $18.71 - $19.79 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Parental leave
- Professional development assistance
- Vision insurance
Shift:
- Day shift
Work Location: Hybrid remote in Iselin, NJ 08830
Salary : $19 - $20