Client Care Assistant

WS Audiology USA; Tampa, Northern (FL, KY); Hybrid; USD 32,000 - 42,000; Full time

Benefits offered by this job

Comprehensive Benefits

Paid Holidays & PTO

401k Matching

Tuition Reimbursement

Employee Hearing Aid Discount

DEI Initiatives

Job summary

WS Audiology / HearUSA is seeking a remote Client Care professional. The role involves handling inbound and outbound calls, guiding customers to hearing care appointments, and using CRM tools to identify sales opportunities.

You will maintain a courteous, efficient approach, explain insurance options when appropriate, and support clients via SMS, email, and chat. A high school diploma and customer service experience are required.

Qualifications

• High school diploma or equivalent.
• Customer service experience required.
• Positive and enthusiastic demeanor.
• Strong de-escalation skills.
• Clear, concise, and accurate communication.
• Willingness to learn new computer programs and processes.

Responsibilities

• Answer inbound calls from clients with appointment inquiries.
• Perform outbound calls to leads and clients to schedule appointments.
• Use CRM information to recognize opportunities for hearings and product discussions.
• Overcome objections and schedule revenue-generating appointments.
• Provide basic overview of HearUSA plans and benefits.
• Handle SMS, email, chat, and other client communications as needed.

Skills

Customer service

De-escalation

Clear communication

Independent work

Willingness to learn

Education

High school diploma

Tools

CRM software

Basic computer programs

Job description

ABOUT US:

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.

• Location – Remote

• Shift – 12:30PM-9:00PM EST

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Quickly answers inbound calls from clients/prospects with appointment inquiries and/or requests regarding products /services.

• Performs outbound calls to leads and existing clients, following established outbound call protocols and utilizing persuasive communication techniques.

• Utilizes sales ability to convert calls to qualified appointments.

• Maintains positive and friendly demeanor while providing efficient and courteous services.

• Maintains knowledge of marketing campaign, uses CRM information and training to recognize opportunities for Hearing Aid Evaluation and/or Product Discussion appointments.

• Works to overcome objections and schedule revenue generating appointments during every opportunity phone call

• Maintains basic knowledge of Hearing Aid Insurance plans and follows instructions to provide simple overview of HearUSA managed care plans as applicable

• Handles Client SMS and email responses, website chat and any additional Client Care Department tasks as assigned

• Participates in team meetings and completes all assigned training.

• ;Adheres to scheduled lunches, breaks and attendance policies .Reports any technical system issues as they occur.

• Follows defined processes to report any client complaints or negative client phone call interactions.

• Follows business and scheduling rules , system processes and department/company policies as defined by HearUSA leadership.

• Maintains client, employee and business confidentiality and adheres to HIPAA guidelines.

• Utilizes Bilingual Spanish (or other language) skills to assist Spanish speaking (or other language) clients and schedule appointments as applicable per Client Assistant bilingual status as submitted during HearUSA employment application process.

REQUIREMENTS:

• High school diploma or equivalent required

• Customer service experience required

• Must have consistent positive and enthusiastic demeanor.

• Strong de-escalation skills required

• Ability to work quickly, efficiently and independently.

• Ability to communicate clearly, concisely and accurately.

• Willingness to learn new computer programs and processes.

• Willingness to work within specified business rules, phone call scripting and performance standards.

• Willingness to continue to learn and refine new skills.

LIFESTYLE & BENEFITS:

• Comprehensive Benefits Package

• Paid Holidays & PTO Policy

• 401k Matching Program

• Tuition Reimbursement

• Employee, Family & Friends Hearing Aid Discount Program

• Service Days & Diversity, Equity & Inclusion Initiatives

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.