About

Customer Care Representative

Who we are

AudioNova is part of international hearing healthcare innovator, Sonova. We are a team on a mission to help people enjoy the delight of hearing. With over 400 locations across the US, our healthcare experts provide hearing solutions to our patients to ensure they enjoy a life without limitations.

Salary:

$18/hr. + opportunity for Individual and Team based bonuses

Monday-Friday, 40 hours per week

This position requires the ability to make 130-150 outbound calls daily. The role also includes the use of customer management software to manage and track the results of your contacts and different types of lead sources. The role requires a disciplined and organized approach using compassion, active listening, understanding and open ended inquiries to yield the best performance and results

To be considered for this role:

· 6 months call center experience or equivalent role

· Comfortable with fast paced inbound and outbound calls (130-150 per day)

· A dedicated (quiet) work from home environment

· Must provide your own WiFi

Responsibilities

• Outbound calling on assigned warm and new potential leads
• Scheduling patient appointments using a call script for multiple types of leads
• Collect, record, and accurately maintain pertinent consumer information, using a Customer Relationship Management (CRM) system
• Answer return inbound calls as needed after initial outbound contact
• Maintain quality service by following organizational standard operating procedures
• Maintain and exceed daily, weekly and monthly appointment (conversion) quotas
• Take inbound call overflow as needed to maintain overall Contact Center client service levels
• Learn and understands basic industry knowledge and vernacular, including measures such as building a product knowledge base around various hearing improvement solutions offered by our Company
• Collaborate with Patient-Facing Clinical staff and hearing care professionals
• Demonstrate professional phone etiquette and courtesy when interfacing with patients, clients, and co-workers
• Contribute to the development and growth of the Contact Center by sharing ideas, assisting in related projects, and helping resolve problems and/or improve productivity
• Other duties as assigned

General Skills and Attributes:

• 6+months established inside sales and Call Center experience
• Target driven and goal oriented
• Comfortable with making an average of up to 150 sales calls per day to cold and warm leads
• Excellent interpersonal communication skills
• Ability to manage time effectively while multitasking in a fast-paced environment
• Effectively manage objection and rejection
• Professional telephone etiquette skills
• Highly motivated with a willingness to be coached
• Strong problem-solving and organizational skills
• Intermediate MS Word and Excel working knowledge
• Proficient order entry speed

Education:

• High School diploma or equivalent required

What We Offer:

· Medical, Dental, Vision Coverage

· 401K with a Company Match

· FREE hearing aids to all employees and discounts for qualified family members

· PTO and Holiday Time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Experience:

• Call center: 1 year (Required)
• Upselling: 1 year (Required)

Work Location: Remote