Licensed Hearing Instrument Specialist / Audiologist Call Center Representative

Job Description

[LICENSE REQUIRED]: Hearing Instrument Specialist / Audiologists

The HIS/AuD Customer Solutions agent will provide superior customer service for customers and hearing aid center providers.  The agent will manage inbound inquiries through various channels: calls, emails, and chats.  This role is responsible for providing customers direction on how to use and maintain the products they have purchased from us online, through a distributor or through one our Hearing Aid Centers.  This is an hourly, full-time hybrid or remote position.

Our call center is open on Monday-Saturday and is located in our corporate office at 14301 FAA Blvd, St 105, Ft Worth TX 76155.  Call center is open Monday-Saturday, 8am-5pm CST.  Must be available for full-time shifts during call center operating hours.

Summary of Essential Job Duties

The agent will manage inbound inquiries through various channels: calls, emails, and chats. This role is responsible for providing customers direction on how to use and maintain the products they have purchased from us online, through a distributor or through one our Hearing Aid Centers. This is an hourly, full-time hybrid or remote position.

 Work on a team of Customer Solutions agents, in a call center environment, to support customers and licensed Hearing Aid Specialists & Audiologists. 

 Analyze test findings and make recommendations based off the customers hearing loss. 

 Recommend and dispense assistive listening and hearing solutions. 

 Educate patients in how to use and maintain the hearing aid devices, provide demonstrations (this would be via phone) and information. 

 Focus on quality, efficiency, and being a champion for both internal and external customers

 Answer inbound technical calls or make outbound calls to assist external and internal customers and provide 

accurate solutions for their inquiries and concerns. 

 Handle customer complaints, provide appropriate solutions and alternatives. Follow up to ensure resolution. 

 Guide customer through troubleshooting, navigating the company site or using the products and/or services. 

 Provide patients and/or customers direction on finding the perfect hearing solution, product troubleshooting, and how to use and maintain the products they have purchased from us. 

 Review customer orders and provide updates and information about shipping, warranties, and other account 

related statuses. 

 Trouble shoot challenges experienced by customers and hearing center specialists. 

 Manage inquiries through a call center ticketing system and understand the importance of accurate notes and detailed documentation. 

 Partner with internal teams such as Training & Development or IT to provide details for escalated cases and 

issues. 

Skills / Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The 

requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable 

accommodations may be made to enable individuals with disabilities to perform the essential functions.

 Experience working in a call center or customer-support role whether onsite or remote. 

 Ability to problem solve to find the right hearing solution within our product assortment, through sales or 

adjustment recommendations. 

 Strong active-listening and verbal communication skills. 

 Proven track record for stellar customer service and proficiency in problem solving. 

 Passion for championing customer service and motivation for customer satisfaction.

 Ability to succeed in a high pressure and fast paced environment while remaining calm in order to better serve customers. 

 Ability to multi-task and manage time effectively. 

 Technical aptitude and systems mindset to be able to help customers via phone. 

 Patience and Compassion

 Strong attention to detail and time management skills. 

 Experience working with PC hardware and software including general computer and Internet knowledge. 

Education, Certificates, Licenses, Registrations

 Must be a Licensed Hearing Instrument Specialist or Dispensing Audiologist

 High School degree or equivalent

 Past training in Sales or Customer Service Industry preferred but not necessary

Additional Information

We are an Equal Employment Opportunity Employer.

Company Information

Lucid Hearing is looking for a Hearing Instrument Specialist / Audiologist to add to our dedicated and passionate team Customer Solutions Team (Call Center Team). Lucid Hearing is a leading innovator in the field of assistive listening and hearing solutions, and it has established itself as a premier manufacturer and retailer of hearing solutions with its state-of-the-art hearing aids, testing equipment, and a vast network of locations within large retail chains. As a fast-growing business in an expanding industry, Lucid Hearing is constantly searching for passionate people to add to our family of associates.