Customer Care Representative

Connect Hearing, part of Sonova Audiological Care US

Location: Remote

 

Current pay: $17.00 an hour + Sales Incentive Program!

Schedule: Monday-Friday
Hours: 8 hours between 8:00am to 6:00pm CST

 

Position Summary

 

The primary responsibility of a Hearing Consultant – Outbound is to make outbound calls to consumers expressing an interest in finding a hearing solution. From these contacts, the Hearing Consultant – Outbound schedules appointments at partner clinics for the client.  The Hearing Consultant – Outbound will be spend approximately at 80% of his/her time making outbound calls to consumers, and 20% receiving inbound calls. 

 

This position requires the ability to make an average of 130-150 outbound calls daily. The role also includes the use of customer management software to manage and track the results of your contacts and different types of lead sources.   The role requires a disciplined and organized approach using compassion, active listening, understanding and open ended inquiries to yield the best performance and results.

 

This position is remote.     

 

Responsibilities

• Outbound calling on assigned warm and new potential leads
• Set of qualified appointments for the assigned line of business using scripting guide for the different types of leads
• Collect, record, and accurately maintain pertinent consumer information, and ensure the accurate input of that data into specified Customer Relationship Management (CRM) system
• Answer return inbound calls as needed after initial outbound contact
• Maintain quality service by following organizational standard operating procedures
• Maintain and exceed daily, weekly and monthly appointment (conversion) quotas
• Take inbound call overflow as needed to maintain overall Contact Center client service levels
• Learn and understands basic industry knowledge and vernacular, including measures such as building a product knowledge base around various hearing improvement solutions offered by our Company
• Build relationships and collaborate with network partner front office staff and hearing care professionals
• Comply with all regulatory compliance training, policies and procedures, and Contact Center best practices
• Demonstrate professional phone etiquette and courtesy when interfacing with patients, clients, and co-workers
• Meet and maintains required appointment metrics and contribute to overall department goals
• Contribute to the development and growth of the Contact Center by sharing ideas, assisting in related projects, and helping resolve problems and/or improve productivity
• Other duties as assigned

 

Qualifications/Skills

 

General Skills and Attributes:

• 1 – 3 years of established inside sales and Contact Center experience
• Willingness to make contact and build rapport on the phone on a highly consistent basis
• Comfortability with making an average of up to 150 sales calls per day to warm leads and scheduling appointments
• Excellent interperso