Job Description

[LICENSE REQUIRED]: Hearing Instrument Specialist / Audiologists

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, full-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-5pm CST. Must be available for full-time shifts during call center operating hours.

Summary of Essential Job Duties
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, full-time hybrid or remote position.
 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 customer 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.
 Trouble shoot challenges experienced by customers and hearing center specialists.
 Manage inquiries through a call center ticketing system and understand the 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.

Skills / Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The
requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable
accommodations may be made to enable individuals with disabilities to perform the essential functions.
 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
 Must be a Licensed Hearing Instrument Specialist or Dispensing Audiologist
 High School degree or equivalent
 Past training in Sales or Customer Service Industry preferred but not necessary

Additional Information

We are an Equal Employment Opportunity Employer.