Client Care Assistant

Job Description:

• Answer inbound calls from clients and prospects about appointments, products, and services
• Make outbound calls to leads and existing clients using established protocols and persuasive communication techniques
• Convert calls into qualified, revenue-generating appointments
• Provide positive, efficient, and courteous client service
• Use marketing campaign information, CRM data, and training to identify appointment opportunities
• Overcome objections and schedule Hearing Aid Evaluation and Product Discussion appointments
• Provide simple overviews of HearUSA managed care plans when applicable
• Handle client SMS, email responses, website chat, and other Client Care Department tasks
• Participate in team meetings and complete assigned training
• Follow lunch, break, attendance, scheduling, business, system, and department policies
• Report technical system issues and client complaints or negative interactions
• Maintain confidentiality and follow HIPAA guidelines

Requirements:

• High school diploma or equivalent required
• Customer service experience required
• Consistent positive and enthusiastic demeanor
• Strong de-escalation skills required
• Ability to work quickly, efficiently and independently
• Ability to communicate clearly, concisely and accurately
• Willingness to learn new computer programs and processes
• Willingness to work within specified business rules, phone call scripting and performance standards
• Willingness to continue to learn and refine new skills
• Ability to work the 12:00PM–8:30PM EST shift
• Bilingual Spanish (or other language) skills may be used to assist applicable clients and schedule appointments
• Must maintain client, employee and business confidentiality and adhere to HIPAA guidelines

Benefits:

• Comprehensive Benefits Package
• Paid Holidays & PTO Policy
• 401k Matching Program
• Tuition Reimbursement
• Employee, Family & Friends Hearing Aid Discount Program
• Service Days
• Diversity, Equity & Inclusion Initiatives