Senior Recipient Support Specialist

Overview

 

Responsible for providing excellent care and support to AB recipients. Senior 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. A senior recipient support specialist is a subject matter expert in CI support and troubleshooting AB cochlear implants.

 

 

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.
• Subject Matter Expert on the recipient support team.
• Train and coach entry level position holders.
• Responsibility for tier bowler meetings to report on KPI metrics.
• First line for escalation of recipient complaints or questions from entry level team members.
• Other duties as assigned.

 

 

Travelling Requirement: Up to 25%

 

 

 

 

What you bring to the team:

 

 

Education

• Bachelor’s Degree or higher

Nice to Have

• Masters or Doctoral Degree

 

 

Work Experience

• Minimum 5 years in CI sales/business and 3+ years of direct CI experience

Nice to Have

• 5+ years in CI sales/business and 5+ years of direct CI experience

 

 

Personal Competencies

• Strong organizational and prioritization skills

 

 

Social  Competencies

• Excellent written and verbal communication skills and presentation skills

 

 

Leadership Competencies

     Nice to Have

• Previous lead position or mentorship position

 

 

Professional Competencies

• Ability to troubleshoot devices; extensive knowledge of AB resource

Nice to Have

• Knowledge of legacy devices and troubleshooting

 

 

Language(s)/ Level

• English/ Fluent

Nice to Have

• Spanish or French/ Fluency

 

 

IT Skills

• Strong computer skills: MS Office, Salesforce.com

 

 

Further Requirements

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

Nice to Have

• Sales experience with cochlear implants

 

 

Additional Remarks: Attain and utilize competitor comparison knowledge

 

 

 

 

 

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 opportu