Audiologist - Customer Care

Menlo Park, (none selected)

Posted: 07/01/2019 Employment Type: Direct Hire Industry: IT Job Number: JOS000008765

SUMMARY: This company is looking for a special kind of Audiologist to act as our Customer Care Advocate. A subject matter expert positioned to provide customer service and support to the company device end user, customer site and field personnel. This individual is an experienced audiologist looking for the opportunity to hang up their travel gear, their clinical smock and be part of an elite group of audiologists based out of northern California that will help us transform the world of hearing.  

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following (other duties may be assigned as necessary): 

  • Manages all customer service and support activities for assigned accounts including but not limited to sales orders, product remake orders, replacements, technical support, refunds, consignment and field inventory orders. 
  • Tracks and monitors all order fulfillment activities to orders associated with assigned accounts to ensure timely and accurate fulfillment. 
  • Act as the specialist point of contact for customers and field personnel, and manages customer communications following actions taken.   
  • Promotes customer focus across the organization by advocating for and educating on the experience of the customer with our product. 
  • Acts as a conduit between the customer, product research & development, manufacturing, marketing and sales for customer satisfaction and product reliability issues. 
  • Leveraging their Audiology expertise this individual will provide exceptional customer care via phone, email, and/or other digital channels. 
  • Utilizing systems, processes and procedures, this individual will provide Tier 1 and Tier 2 troubleshooting support to end user, customer site and field personnel.   
  • Provides guidance, training and cross training to other employees. 
  • Provides Operational Support to Field Personnel 
  • Ensures New Account on-boarding requirements are met and recorded. 
  • Provides Pre- and Post-Order support to the company internal and external customer base.  

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. 

  • Passion for helping and interacting with people. 
  • Demonstrated patience, empathy and professionalism in stressful situations. 
  • Excellent communication and people skills. 
  • Exceptional listening skills to quickly assess and address caller’s needs. 
  • Critical-thinking and problem-solving skills. 
  • Detailed personality with excellent record keeping skills, exceptional attention to detail. 
  • The ability to interact professionally at all times with end-users, physicians, site audiologists as well as collaborate and work with team members. 
  • The drive to help individuals with hearing loss with a unique, new technology are all key. 
  • Excellent judgement and discretion in handling difficult situations   
  • Self-motivated and ambitious with the ability to wear many hats in a dynamic environment  

EDUCATION and/or EXPERIENCE: 

  • Masters or Doctoral degree in Audiology. Doctorate of Audiology preferred. 
  • Current Audiology license 
  • 2+ Years of experience dispensing and fitting Hearing Aids 
  • Current hearing aid dispensing license is a plus 
  • Technology Enthusiasm a plus 
  • Project Management Experience a plus 
  • Prior experience working in an ENT or Otologist office a definite plus. 

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