Spanish Bilingual 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 into qualified, revenue-generating appointments
• Provide efficient, courteous, and friendly client service
• Use CRM information, marketing campaign knowledge, and training to identify appointment opportunities
• Overcome objections and schedule Hearing Aid Evaluation and Product Discussion appointments
• Provide basic 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
• Report technical system issues and client complaints according to defined processes
• Follow business rules, scheduling rules, system processes, and department/company policies
• Maintain client, employee, and business confidentiality and follow HIPAA guidelines
• Assist Spanish-speaking clients and schedule appointments using bilingual language skills

Requirements:

• High school diploma or equivalent required
• Customer service experience required
• Must have 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
• Bilingual Spanish (or other language) skills to assist Spanish-speaking clients, as applicable per bilingual status
• Ability to work the 12:00 PM–8:30 PM EST shift
• Must adhere to HIPAA guidelines and confidentiality requirements

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