Customer Service Representative

WS Audiology USA; Hauppauge, Northern (NY, KY); Hybrid; USD 36,000 - 48,000; Full time

Job summary

WS Audiology USA is seeking a Customer Service Representative in Hauppauge, NY (or Iselin, NJ) with a hybrid schedule. You will handle phone, chat, and email inquiries for B2B clients and log interactions in Salesforce CRM, ensuring accurate records and timely responses.

Responsibilities include product and order inquiries, shipping, warranty, and stock questions, with a focus on first-call resolution. A high school diploma is required; healthcare experience is a plus. Equal opportunity employer.

Qualifications

• High school diploma or equivalent; bachelor’s degree a plus.
• Experience in a high-volume customer service environment; healthcare setting preferred.
• Strong communication and problem-solving abilities.

Responsibilities

• Provide exceptional support for B2B customers via phone, chat, and email.
• Log all customer interactions in Salesforce CRM accurately.
• Address questions on product features, orders, shipping, warranty, and stock.
• Aim for first-call resolution and handle complaints with a solutions mindset.
• Stay updated on products, processes, and industry knowledge through training.
• Maintain consistent attendance and adhere to scheduled hours.
• Grow understanding of the hearing healthcare industry and key relationships.

Skills

Customer service

Phone communication

Salesforce CRM

Time management

Written communication

Teamwork

Adaptability

Problem solving

Education

High school diploma or equivalent

Bachelor’s degree preferred

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.

WSA is looking for a Customer Service Representative who is a self-motivated, detail-oriented individual with experience in a high-volume call center or customer-facing role.

They must be proficient with customers over the phone, chat, and email to answer inquiries, provide solutions, and ensure a seamless customer experience—all while meeting performance metrics and targets

Location: Hauppauge, NY OR Iselin, NJ

Hours => 11:30 am - 8:00 pm

Hybrid schedule => In-office on Tuesdays, Wednesdays, and Thursdays; Work-from-home on Mondays and Fridays

Key Responsibilities:

• Provide exceptional customer support for B2B clients, ensuring professional and efficient handling of incoming calls.
• Log all customer interactions accurately in the Salesforce CRM system.
• Cover topics such as product features, order placement, shipping, warranty, and stock availability.
• Troubleshoot and resolve customer issues, aiming for first-call resolution.
• Handle customer complaints with a solution-oriented mindset.
• Stay updated on products, processes, and industry knowledge through training.
• Demonstrate consistent attendance and adherence to your scheduled work hours.
• Continuously grow your understanding of the hearing healthcare industry, including key customer relationships and third-party accounts.
• Contribute to the success of the team by performing additional tasks as needed.
• Problem-Solving: Strong ability to analyze situations, resolve issues, and manage time effectively in a high-volume setting.
• Team Player: Collaborative, with the ability to work seamlessly within a team to achieve collective goals.

• Customer-Focused: Strong passion for delivering outstanding service with a “customer-first” mindset.
• Relationship Building: Proven ability to build lasting relationships and foster customer loyalty.
• Motivation: Self-driven and goal-oriented with a strong desire to contribute to both personal and team success.
• Communication Skills: Clear and professional communication, both on the phone and in writing.
• Adaptability: Thrive in a dynamic environment and adapt to new tools, processes, and customer needs.
• Problem-Solving: Strong ability to analyze situations, resolve issues, and manage time effectively in a high-volume setting.
• Team Player: Collaborative, with the ability to work seamlessly within a team to achieve collective goals.

Education: High school diploma or equivalent required; bachelor’s degree a plus.

Experience: Prior experience in a high-volume customer service environment; experience in a medical office or healthcare setting is highly preferred.

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.