Hearing Experience Specialist

4 weeks ago


Hauppauge, New York, United States WSAudiology Full time

At WSAudiology, we're committed to unlocking human potential by bringing back hearing for millions of people worldwide. As a key member of our team, you'll play a vital role in shaping our customer experience strategy.

Key Responsibilities:

  • Develop and implement projects to enhance end-to-end customer processes, ensuring seamless interactions with both internal and external customers.
  • Provide coaching and counseling to support teams in meeting customer satisfaction and loyalty goals.
  • Design and deliver training programs for various customer support teams, focusing on customer-centric skills and knowledge.
  • Conduct feedback sessions to identify trends impacting customers and support teams, informing business initiatives to address these needs.
  • Monitor customer support team performance, developing strategies to motivate and train them to achieve high standards.
  • Engage with customers through focus groups, interviews, and project management, creating business initiatives that meet their needs.
  • Track and report customer-facing Key Performance Indicators (KPIs), providing actionable insights to leadership and executive teams.

Requirements:

  • High school diploma or equivalent
  • Strong understanding of contact center training methods, including delivery methods, customer support, quality assurance, and soft skills
  • Experience with CRM systems is a plus

WSAudiology is an equal opportunity employer, committed to diversity and inclusion in the workplace.



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