Client Care Assistant

Job Description:

• Answer inbound calls from clients and prospects regarding appointments, products, and services
• Make outbound calls to leads and existing clients using established protocols and persuasive communication techniques
• Convert calls to qualified appointments
• Provide efficient, courteous, and friendly client service
• Use marketing campaign knowledge, CRM information, and training to identify appointment opportunities
• Overcome objections and schedule revenue-generating appointments
• Provide basic overviews of applicable Hearing Aid Insurance plans and HearUSA managed care plans
• 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, phone scripting, system, and department policies
• Report technical system issues and client complaints or negative interactions
• Maintain client, employee, and business confidentiality and follow HIPAA guidelines
• Assist Spanish-speaking or other-language clients and schedule appointments when applicable

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 12:30PM–9:00PM EST
• Bilingual Spanish (or other language) skills may be used to assist clients, as applicable per bilingual status

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