Contact Center Representative (Hybrid)

WS Audiology USA; Woodbridge Township (NJ); Hybrid; USD 21,000 - 30,000; Full time

Job summary

WS Audiology USA is seeking a Contact Center Representative to deliver exceptional customer experiences across multiple brands. The role supports a hybrid work model with on-site presence on Tuesdays, Wednesdays, and Thursdays in Iselin, NJ or Hauppauge, NY, and hours from 11:30 AM to 8:00 PM EST.

The ideal candidate has prior high-volume call center experience, excellent phone and interpersonal skills, and a can-do attitude focused on first-call resolution and customer loyalty.

Qualifications

• Customer service experience in high-volume service delivery environment.
• HS diploma or equivalent required. BS/BA degree helpful.
• Excellent telephone and interpersonal skills are a must.
• Ability to operate in a fast-paced and dynamic business environment, focusing on decision making and first call resolution.
• Able to take 85-120 inbound calls per day.
• The ideal candidate will be process-driven and customer-focused, with a “can-do” attitude that is demonstrated every day.
• Ability to build relationships with customers to drive loyalty and confidence in WSA products.
• Motivated by individual and team achievement.

Responsibilities

• Provide the ultimate customer experience to our client base across multiple brands with the ability to engage in sales dialogue on the heavy traffic of daily call volumes.
• Engage in sales dialogue/activities and work in a performance metrics-driven environment.
• Work in a hybrid position with schedule and onsite requirements.
• Collaborate with teammates to resolve customer inquiries and drive loyalty.
• Maintain accuracy and efficiency in handling customer interactions across channels.
• Adhere to processes and quality standards to ensure first-call resolution.

Skills

Customer service

Phone etiquette

First call resolution

High-volume calls

Relationship building

Team oriented

Education

HS diploma or equivalent

BS/BA helpful

Job description

WSA - Wonderful Sound for All 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.

Our portfolio of technologies spans the full spectrum of hearing care, from distinct hearing brands and digital platforms to managed care, hearing centers and diagnostics locations.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The Contact Center Representative at WS Audiology is responsible for providing the ultimate customer experience to our client base across multiple brands with the ability to engage in sales dialogue/activities on the heavy traffic of daily call volumes.

Our ideal Customer Service candidate will have prior customer service experience in a high-volume call center environment or other high-volume, customer-facing role. You should feel comfortable engaging in sales dialogue/activities and working in a performance metrics-driven environment.

The role would be a hybrid position with the following requirements:

• Work Hours: 11:30 AM to 8:00 PM EST, Monday through Friday
• Onsite Presence: Required onsite on Tuesdays, Wednesdays, and Thursdays (Iselin, NJ or Hauppauge, NY location)

Position Requirements

• Customer service experience in high-volume service delivery environment.
• HS diploma or equivalent required. BS/BA degree helpful.
• Excellent telephone and interpersonal skills are a must.
• Ability to operate in a fast-paced and dynamic business environment, focusing on decision making and first call resolution.
• Able to take 85-120 inbound calls per day.
• The ideal candidate will be process-driven and customer-focused, with a “can-do” attitude that is demonstrated every day.
• Ability to build relationships with customers to drive loyalty and confidence in WSA products.
• Motivated by individual and team achievement.

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.