Customer Engagement Specialist

Overview :
HearingLife is a national hearing care company and part of the Demant Group, a global leader in hearing healthcare built on a heritage of care, health and innovation since 1904. HearingLife operates more than 600 hearing care centers across 42 states. We follow a scientific, results-oriented approach to hearing healthcare that is provided by highly skilled and caring professionals. Our vision is to help more people hear better through life-changing hearing health delivered by the best personalized care. This Team Member must uphold the HearingLife Core Values:

• We create trust
• We are team players
• We apply a can-do attitude
• We create innovative solutions

The HearingLife Patient Support Center Customer Engagement Specialist assists Patient Support Center Management by daily monitoring digital media posts, live chat, e-mail, and voicemail messages, responding to customer inquiries, and providing support to our customers at the direction of the manager. The coordinator provides customer care by responding to e-mails, voicemails, and digital messaging in accordance with the company’s vision, purpose, and strategy.
The key responsibilities implied are providing customer support across multiple channels (phone, chat, email, social media), resolving customer inquiries and issues, delivering an excellent customer experience, and representing the company's brand through positive customer interactions.
Responsibilities :Essential Job Functions:

• Respond real time to customer’s inquiries via the Company’s customer contact email inbox.
• Complete Appointment Confirmation via outbound calls.
• Respond real time to customer’s voicemails from the Customer Service queue.
• Respond real time to customer’s inquiries via our digital platforms such as Facebook, Google, and live chat.
• Maintain accurate records of customer interactions and outcomes in systems.
• Provide hourly updates on lag time, ops production, and dials volume via reporting.
• Monitor proper documentation of appointments and sales in systems and regularly check accuracy.
• Assist Support Center Leadership with all questions and discrepancies with order processing or workflow issues, as well as, logging problems and implementing improvements.
• Perform Telemarketing duties as needed.
• Perform other duties as directed by Management.
• Maintain patient privacy in compliance with HIPAA federal guidelines and practice policies.

Schedule offered: Tuesday, Wednesday, Thursday, Friday 1:30pm - 10:00pm EST AND Saturday 8:30-5:00pm EST
Qualifications:

• High school diploma or GED required.
• Call center or social media response experience preferred.
• Healthcare or retail industry experience a plus.
• Proven track record of consistent and successful achievement of results.
• Ability to manage demanding workload and to demonstrate resiliency during stressful or high-stake situations
• Willingness to go above and beyond in the pursuit of excellence.
• Strong organizational and analytical skills
• Ability to be flexible and adapt to changing priorities and initiatives
• Strong Microsoft Office skills
• Professional verbal and written communication skills – phone, in person, for correspondence.
• Ability to work independently, with ambition and bias for action, while also receiving and prioritizing support needs of management.
• Should be good at multi-tasking and able to work independently.

We are an Equal Opportunity / Affirmative Action employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, sex, national origin, disability, or protected veteran status.