Job Description
JOB PURPOSE: Provide technical and sales support to HLT end users, under the direct supervision of the Sr. Manager of Customer Experience.
SUMMARY OF ESSENTIAL JOB DUTIES:
- Answering inbound technical calls to assist Consumers
- Provide individualized customer service of high-standard at a professional level
- Provide Technical support and resolve problems to the end user’s satisfaction
- Monitor and respond quickly and effectively to calls, emails, and voicemails
- Document internal procedures
- Report issues to the Sr. Manager of Customer Experience for escalation
- Provide customer sales and technical support over the phone, chat, email, SMS
- Maximize CRM and daily data flows to generate new/incremental sales opportunities via chat, phone, email, etc
SKILLS/QUALIFICATIONS:
- Ability to grasp and understand basic customer information, and implement through capabilities to achieve team/company support and sales goals
- Ability to cope and handle complex and difficult technical and consumer situations
- Strong phone etiquette
- 1 or more years’ experience in a Call Center environment
- 1 or more years in a technical capacity
- Experience working with PC hardware and software including general computer and internet knowledge
- Previous work experience within the hearing aid industry preferred
- Friendly, outgoing personality with the ability to work well with people
- Attention to detail and strong follow-up skills
- Ability to work in a fast pace environment
- High level of dependability and punctuality
EDUCATION, CERTIFICATES, LICENSES, REGISTRATIONS:
- Minimum high school graduate or holder of a G.E.D. or equivalent training
- Current Hearing Instrument Specialist License.
- Hearing Instrument Specialist License in PA or Texas, or eligible to be licensed.