Senior Recipient Support Specialist

Overview

 

Responsible for providing excellent care and support to AB recipients. Recipient Support Specialists work closely with AB Customer Service, AB field staff, and recipients to provide acute product training, troubleshooting and resolution to product complaints. This team proactively reaches out to newly implanted recipients for product and consumer portal orientation, including rehab portal.

 

 

 

What you’ll do:

 

• Support the Recipient Support Queue which involves both proactive and reactive communication with AB recipients, assisting with troubleshooting, device orientation, access to
• website/portals/apps. This may be carried out via Teams, Zoom, text, calls, webchat or email.
• Proactively support AB CI recipients and complete transition from the  CICS/Outreach once surgery is completed.
• Ensure recipients’ success, specifically focused on product orientation, connectivity w/ Bluetooth enabled accessories, ongoing product and accessory use and maintenance, rehab resources, and use of the consumer portal.
• Probe for satisfaction with current equipment to determine recipient’s need for other equipment, upgrades, second side surgery and/or need to extend service contracts
• Document recipient interactions and report back to audiologist.
• Increase recipient satisfaction by communicating through their preferred mode of communication. either email, text, call, videochat.
• Provide help with access to and orientation of the Consumer Portal, myABOnline.com.
• Ensure every interaction with a recipient is productive, pleasant and leads to them becoming a loyal advocate of Advanced Bionics.
• Adhere to defined KPIs for the team regarding recipient satisfaction, hold times, time to complete actions.
• Other duties as required.

 

 

Travelling Requirement: up to 25%

 

 

 

 

What you bring to the team:

 

 

Education

•   Bachelor’s Degree

Nice to Have

• Master’s degree or higher

 

 

Work Experience

• One year of direct contact with CI recipients

Nice to Have

• > 2 years of CI device troubleshooting

 

 

 

Personal Competencies

• Attention to detail, excellent customer service.

 

 

 

Social  Competencies

• Excellent written and verbal communication skills

 

 

 

Professional Competencies

• Effective Communication across different teams
• Attention to detail, continuous learning, initiative

 

 

 

Language(s)/ Level

• English fluency, both written and spoken

Nice to Have

• Spanish and/or French fluency

 

 

 

IT Skills

• Proficient in Microsoft Office Applications

 

 

 

Further Requirements

• Technical experience with cochlear implants
• Exhibits a high degree of flexibility in adapting to rapidly changing environment

 

 

 

 

 

Our offer:

 

• Exciting and challenging work environment
• Comprehensive benefits package
• Training and development opportunities – we believe every employee deserves a development plan. Come, learn, and grow with us!

Don't meet all the criteria?  If you’re willing to go all in and learn we'd love to hear from you! 

We love to work with great people and strongly believe that a diverse team makes us better.  We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of race, color, creed/religion, sex, sexual orientation, marital status, age, mental or physical disability.

We thank all applicants in advance; however only individuals selected for an interview will be contacted.  All applications will be kept confidential. Sonova is an equal opportunity employer. Applicants who require reasonable accommodation to complete the application and/or interview process should notify the Senior Manager, Human Resources.

 

 

Pay Ranges: $72,000/yr - $108,000/yr 

Based on location 

Health Benefits & Perks:

• Medical, dental and vision coverage*
• Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts
• TeleHealth options
• 401k plan with company match*
• Company paid life/ad&d insurance
  • Additional supplemental life/ad&d coverage available
• Short/Long-Term Disability coverage (STD/LTD)
  • STD LTD Buy-ups available
• Accident/Hospital Indemnity coverage
• Legal/