Client Relations Specialist
1 month ago
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.
Part of WSAudiology group, HearUSA is on a mission to reframe the world of hearing care and set the highest standard in modern hearing health. With an extensive network of 4,000 independent Hearing Care Professionals and more than 350 centers in U.S., we strive every day to provide each individual with the care, knowledge and experience they deserve.
- Handles Incoming calls/transferred calls from clients requesting assistance with an unresolved issue and/or wishing to file a complaint . Assists with general Inbound and outbound calls as directed
- Accurately enters Customer Service/Insurance Grievances tickets, following defined process.
- Contacts clients and hearing center staff as needed , documents all conversations and details. Provides resolution recommendations. Seeks guidance from Client Excellence manager or director as needed /defined.
- Works to achieve productivity targets, adheres to scheduled breaks/lunches, remains logged in to company phone system and responds to requests for assistance and updates .
- Works collaboratively with Insurance Department and other HearUSA teams to resolve tickets in a timely manner and retain clients.
- Provides professional, detailed responses to Insurance grievances .Works to compete work in adherence with official grievance due dates.
- Works within company systems to address any NPS survey detractors or social media alerts.
- Maintains professional and empathetic demeanor with clients and a collaborative approach with hearing center staff.
- Recognizes opportunities to recapture sales opportunities and seeks creative solutions .
- Maintains client and business confidentiality at all times. Any and all other tasks as assigned by HearUSA leadership
- 2-4 Years Experience
- Experience upholding high standards of customer service .
- Proven ability to deescalate situations and resolve client issues
- Proficient in documenting and reporting data , identifying areas for improvement.
- Experience in hearing aid industry or similar industry strongly preferred
- Excellent verbal, written communication and interpersonal skills.
- Proficient with Microsoft Office Suite (Word, Excel and PowerPoint).
- Comprehensive Benefits Package
- Paid Holidays & PTO Policy
- 401k Matching Program
- Tuition Reimbursement
- Employee, Family & Friends Hearing Aid Discount Program
- Relocation Assistance
- Service Days & Diversity, Equity & Inclusion Initiatives
Pays: $20-$22/hr USD + potential monthly performance-based bonuses
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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