Client Care Assistant (Bilingual Spanish)

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

Benefits offered by this job

Comprehensive Benefits

Paid Holidays & PTO

401k Matching

Tuition Reimbursement

Hearing Aid Discount

DEI Initiatives

Job summary

HearUSA, part of WS Audiology, is seeking a remote Customer Care Associate to handle inbound/outbound calls, schedule appointments, and provide product information. You will use CRM tools, maintain confidentiality, and support bilingual communication when needed.

The role requires a high school diploma and customer service experience, with a positive, proactive attitude and the ability to work independently within scripts and performance standards.

Qualifications

• High school diploma or equivalent required.
• Customer service experience required.
• Strong communication and de-escalation skills required.

Responsibilities

• Answer inbound calls from clients/prospects regarding products/services and appointment inquiries.
• Make outbound calls to leads and clients to schedule appointments per outbound protocols.
• Use CRM to identify opportunities for Hearing Aid Evaluation or product discussions.
• Maintain a positive, courteous demeanor and provide efficient service.
• Schedule revenue-generating appointments and overcome objections where applicable.
• Provide overview of HearUSA insurance plans as needed and applicable.
• Handle client SMS, email, website chat, and other Client Care tasks as assigned.
• Participate in team meetings and training, and adhere to schedules and policies.

Skills

Customer service

De-escalation

Clear communication

Learn new software

Education

High School Diploma

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 – 12:00PM - 8:30PM 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.