Blind Inc.

Description At Audibel, a subsidiary of Starkey, we are setting a new standard for excellence in hearing healthcare with commitment to our Patient Journey philosophy. This philosophy is driven solely by the special needs of our patients and our commitment to serve them. That means carefully guiding our patients on how to choose the best style and technology to enhance their lifestyle. We are looking for an Audiologist OR Hearing Instrument Specialist that will be responsible for providing a quality Patient Journey Experience. Responsibilities include testing and diagnosis of hearing loss, fitting and sales of hearing products and accessories, counseling and follow up services and maintaining a successful and profitable office. Our Culture An experienced team built around a culture of professional growth and knowledge-sharing We celebrate innovation - providing our patients with the most innovative technology and the most effective hearing devices We serve with passion, purpose and excellence Total Team Approach - Our staff functions together as a cohesive group of hearing professionals. We coordinate the individual expertise of all staff members to provide the best possible care for our patients JOB SUMMARY DESCRIPTION The Customer Care Center Team Lead is responsible for overseeing the activities of the inbound and outbound teams of Audibel Hearing's Customer Care Center. These responsibilities include making Customer inbound and outbound phone calls, creating strategies and processes to maximize opportunity conversion, training and ongoing coaching of all team members, and process optimization. Measuring progress, redeveloping strategy, and adapting processes as required. Must possess a high level of motivation and a desire to contribute to individual agent success, a strong level of open-mindedness and adaptability, an aptitude for planning ahead, and a demonstrated ability to lead and motivate. Must be able to communicate effectively and professionally with a wide range of hearing industry professionals and patients. Must also possess the ability to work independently as well as part of a team, including exhibiting objectivity, demonstrating accountability, being open minded towards ideas and views of agents and management, giving as well as taking feedback, and contributing to building team cohesiveness is key to success in this position. JOB RESPONSIBILITIES Recognize trends in hearing aid marketing and customize phone responses to maximize the conversion of appointment opportunities. Development and adaptation of phone dialogue scripts. Understanding the customer lifecycle and retention marketing strategy Become familiar with customer types and associated marketing messaging. Utilize reporting functions to measure agent performance KPIs and use this data to develop coaching priorities. Serve as teams primary contact for Podium & enhancing its capabilities within the customer care center. Define significant KPIs and explore new measurement applications and data inputs. Periodically review existing scorecards, dashboards, conversion reports, etc. to ensure relevance to company goals and agent performance. New Agent training and re-training/coaching of existing Agents (recognizing learning styles and coaching accordingly) Assist in implementation & success of AI into inbound call handling platform. Maintain a current inventory of procedure documents. Coaching agents to nurture current and prospective customers until they are ready to take the next steps towards hearing health. Demonstrate the ability to coach and practice empathy and active listening to encourage customers to trust us in managing their hearing health. Balance regular contact and a hands-off approach to keep customers on the radar, but not overwhelm them. Audit agent records to ensure we are maintaining high standards of exactness with customers' demographic and insurance information. Practicing attentive data entry. Adhering to all data privacy and HIPAA ules. Reporting performance metrics. Responsible for regular reporting that showcases agent and center productivity and opportunities. Use performance measurements to adapt methods and strategy. Following data entry and procedural best practices to ensure accurate data entry and accountability. Ensure appropriately high workflow for agents. Allocate agent resources to ensure that activities are balanced and dispatched quickly and effectively. Stay informed of office level workshops and events. Use KPIs and volume metrics to decide if additional staff is required and gather necessary reporting data to make the case for staffing requisitions. Be knowledgeable about scheduling procedures and best practices. Stay current on the latest office information. Build and maintain relationships with office staff, administrators, and management. Evaluate department procedures and best practices to ensure that they align with company goals, brand promises, and core values. Maintain and own scheduling Tier preferences Develop exceptional employee relations. Set an example for employee conduct by demonstrating dedication to the organization's standard for communication, conflict resolution, and problem solving. Maintain high morale and employee engagement. Recognize developing conflicts within the team and deescalate accordingly. Aide in recruitment, interviewing, and onboarding of new employees. Partner with other departments and stakeholders as need to ensure the successful day to day operations of the contact center. Other duties/responsibilities as assigned JOB REQUIREMENTS Minimum Education, Certification and Experience Requirements Education (i.e. 4-year college degree, license, certification) High school education or equivalent work history Experience (i.e. years of work experience related to the job) Previous phone sales or opportunity generation experience required Previous supervisory experience required Some experience in hearing health care preferred Experience with Microsoft Office software Knowledge Good computer skills and knowledge of Microsoft Office software including Word and Excel Be adept in using search tools, browsers, and email features including attaching files to correspondence Familiarity with Microsoft Dynamics CRM Familiarity with Cisco, Jabber, Podium, Sycle, and Form Dr. Competencies, Skills & Abilities Ability to organize and multitask between agents, consumers, phone, and computer Good problem-solving, analytical abilities, communication, organization, and interpersonal skills required Friendly, upbeat, and positive attitude as well as the ability to work independently and as part of a team Demonstrated ability to lead Excellent phone manner and professionalism Compassion and patience when communicating with the hearing impaired Excellent written and verbal communication skills High level of motivation #LI-KS2 #Audibel Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c) All American Hearing is an Equal Opportunity Employer Minority/Female/Vet/Disabled.