Hearing Instrument Specialist

1 week ago

Fort Worth, Texas, United States Lucid Hearing Full time
Job Title: Hearing Instrument Specialist

We are seeking a skilled Hearing Instrument Specialist to join our team at Lucid Hearing. As a Hearing Instrument Specialist, you will play a critical role in providing exceptional customer service and support to our customers and hearing aid center providers.

Job Summary:

The Hearing Instrument Specialist will be responsible for managing inbound inquiries through various channels, including calls, emails, and chats. You will provide customers with direction on how to use and maintain the products they have purchased from us, and work closely with our internal teams to resolve any issues or concerns.

Key Responsibilities:
  • Provide superior customer service and support to customers and hearing aid center providers
  • Manage inbound inquiries through various channels, including calls, emails, and chats
  • Recommend and dispense assistive listening and hearing solutions
  • Educate patients on how to use and maintain hearing aid devices, provide demonstrations, 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, and follow up to ensure resolution
  • Guide customers through troubleshooting, navigating the company site, or using the products and/or services
  • Review customer orders and provide updates and information about shipping, warranties, and other account-related statuses
  • Troubleshoot 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
Requirements:
  • Licensed Hearing Instrument Specialist or Dispensing Audiologist
  • High school degree or equivalent
  • 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 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

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and customer-focused individual who is passionate about providing exceptional service, we encourage you to apply for this exciting opportunity.

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