Inbound Customer Service

The Customer Service Representative (CSR) is an essential member of the HearingLife Patient Support Center. The CSR interacts with customers, via incoming phone calls, to provide information in response to marketing inquiries throughout the United States, supporting HearingLife Clinics. In this role you will interact directly with valued customers, making time to answer questions regarding our important health services in a friendly, courteous, professional manner and warm transfer all calls to the appropriate business partner. If you enjoy speaking on the phone, working with computers, building connections, and helping people, we want to hear from you.

Who WE Are:

HearingLife is a national hearing care company and part of the Demant Group, a global leader in hearing healthcare built on a heritage of care, health and innovation since 1904. HearingLife operates more than 600 hearing care centers across 42 states. We follow a scientific, results-oriented approach to hearing healthcare that is provided by highly skilled and caring professionals. Our vision is to help more people hear better through life-changing hearing health delivered by the best personalized care. This Team Member must uphold the HearingLife

Core Values:

• We create trust
• We are team players
• We apply a can-do attitude
• We create innovative solutions

Responsibilities:

• Intermediate to Advanced computer skills including the ability to use a desktop and/or laptop computer with Soft Phone and headset
• Proficiency with Microsoft Windows, Microsoft Outlook, Microsoft Excel, Internet Explorer and Google Chrome
• Excellent typing skills
• Ability to navigate through various internet sites including HearingLife.com website, and competitor websites
• Ability to use 2 monitors simultaneously
• Ability to communicate professionally and clearly with both internal and external customers through active listening
• Documentation skills including the ability to leave concise and clear notes using internal documentation system, while speaking with customer
• Comprehension skills including the ability to clearly understand and state the issues customers present, and assist accordingly
• Proven track record meeting or exceeding Key Performance Indication (KPI) metrics of Average Handle Time (AHT), and/or sales metrics such as Conversion Rate, Show Rate and 3rd Party Rate.
• Ability to Work independently and in a team
• Strong Work Ethic
• Flexibility/Adaptability
• Effective problem solving and critical thinking skills
• Ability to approach problems logically
• Ability to demonstrate learning and decision making skills
• Strong time management skills
• Ability to effectively prioritize work time to ensure productivity and department standards for time spent
• Excellent customer service skills
• Ability to have a positive engaging conversation with customers to gain trust and buy-in
• Ability to empathize with and prioritize customer needs
• Upbeat and enthusiastic personality
• Ability to determine customer needs and provide appropriate solutions

Qualifications:

• Be comfortable in a fast-paced, multi-tasked, high-energy environment.
• Be creative and analytical problem solvers with a passion for excellent customer service.
• High school diploma or GED
• Have one or more years’ experience in related customer service positions

We are an Equal Opportunity / Affirmative Action employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, sex, national origin, disability, or protected veteran status.