Spanish Bilingual Client Care Assistant

Overview

About Us: WSAudiology is a global leader in the hearing aid industry. Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world.

Part of the WSAudiology group, HearUSA is on a mission to reframe the world of hearing care and set the highest standard in modern hearing health. With an extensive network of 4,000 independent Hearing Care Professionals and more than 350 centers in the U.S., we strive every day to provide each individual with the care, knowledge and experience they deserve.

Location:

Remote

Shift: 9:30 AM - 6:00 PM EST

• Quickly answer inbound calls from clients/prospects with appointment inquiries and/or requests regarding products/services.
• Perform outbound calls to leads and existing clients, following established outbound call protocols and utilizing persuasive communication techniques.
• Utilize sales ability to convert calls to qualified appointments.
• Maintain a positive and friendly demeanor while providing efficient and courteous services.
• Maintain knowledge of marketing campaigns, use CRM information and training to recognize opportunities for Hearing Aid Evaluation and/or Product Discussion appointments.
• Overcome objections and schedule revenue-generating appointments during every opportunity phone call.
• Maintain basic knowledge of Hearing Aid Insurance plans and provide a simple overview of HearUSA managed care plans as applicable.
• Handle client SMS and email responses, website chat and additional Client Care Department tasks as assigned.
• Participate in team meetings and complete all assigned training.
• Adhere to scheduled lunches, breaks and attendance policies. Report any technical system issues as they occur.
• Follow defined processes to report any client complaints or negative client phone call interactions.
• Follow business and scheduling rules, system processes and department/company policies as defined by HearUSA leadership.
• Maintain client, employee and business confidentiality and adhere to HIPAA guidelines.
• Utilize bilingual skills to assist Spanish-speaking (or other language) clients and schedule appointments as applicable per the bilingual status noted during HearUSA employment application process.

• High school diploma or equivalent required
• Customer service experience required
• Consistent positive and enthusiastic demeanor
• Strong de-escalation skills
• Ability to work quickly, efficiently and independently
• Ability to communicate clearly, concisely and accurately
• Willingness to learn new computer programs and processes
• Willingness to work within specified business rules, phone call scripting and performance standards
• Willingness to continue to learn and refine new skills

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

Pays: $18 - $20/hr

The Company provides equal opportunity to all employees and prospective employees without regard to race, color, creed, religion, national origin, ancestry, sex, age, physical or mental disability, marital status, pregnancy, genetic information, sexual orientation, gender identity, protected veteran or military status, or any other consideration not related to the person’s ability to do the job or otherwise made unlawful by federal, state, or local law.