Bilingual Client Care Assistant - Perm

About the role

WSAudiology is a global leader in the hearing aid industry, collaborating with 12,000 colleagues across 130 countries to enhance human potential through better hearing. As part of the WSAudiology group, HearUSA aims to redefine hearing care standards and offer unparalleled hearing health services. Located remotely, HearUSA offers multiple shift opportunities.

Essential Duties and Responsibilities

• Quickly answer inbound calls from clients and prospects regarding appointment inquiries and product/service requests.
• Make outbound calls to leads and existing clients, adhering to established protocols and using persuasive communication techniques.
• Utilize sales skills to convert calls into qualified appointments.
• Maintain a positive and friendly demeanor while providing efficient and courteous services.
• Stay updated on marketing campaigns and CRM information to identify opportunities for Hearing Aid Evaluations and Product Discussions.
• Overcome objections and schedule revenue-generating appointments during every opportunity phone call.
• Provide a basic understanding of Hearing Aid Insurance plans and explain applicable managed care plans.
• Handle client SMS, email responses, and website chat tasks as assigned.
• Participate in team meetings and complete all assigned training.
• Adhere to scheduled lunch, break, and attendance policies.
• Report any technical system issues as they arise.
• Follow defined processes to report client complaints or negative interactions.
• Comply with business and scheduling rules, system processes, and company policies.
• Maintain client, employee, and business confidentiality and adhere to HIPAA guidelines.
• Utilize bilingual Spanish (or other language) skills to assist Spanish-speaking (or other language) clients and schedule appointments as applicable.

Requirements

• A high school diploma or equivalent required.
• Customer service experience required.
• A consistent positive and enthusiastic demeanor.
• Strong de-escalation skills.
• The ability to work quickly, efficiently, and independently.
• The ability to communicate clearly, concisely, and accurately.
• A willingness to learn new computer programs and processes.
• A willingness to work within specified business rules, phone call scripting, and performance standards.
• A willingness to continue learning and refining new skills.

Lifestyle & Benefits

• Comprehensive Benefits Package
• Paid Holidays & PTO Policy
• 401(k) Matching Program
• Tuition Reimbursement
• Employee, Family & Friends Hearing Aid Discount Program
• Service Days & Diversity, Equity & Inclusion Initiatives