[Hiring] Outbound Call Specialist @Sonova AG

Role Description

The Outbound Call Specialist/Customer Care Representative is responsible for:

• Making 130-150 outbound calls daily.
• Using customer management software to manage and track contacts and lead sources.
• Employing a disciplined and organized approach with compassion, active listening, and open-ended inquiries.

Qualifications

• One year call center experience & upselling.
• Comfortable with fast-paced inbound and outbound calls (130-150 per day).
• A dedicated (quiet) work from home environment.
• Must provide your own WiFi.

Requirements

• Outbound calling on assigned warm and new potential leads.
• Scheduling patient appointments using a call script for multiple types of leads.
• Collecting, recording, and accurately maintaining pertinent consumer information using a Customer Relationship Management (CRM) system.
• Answering return inbound calls as needed after initial outbound contact.
• Maintaining quality service by following organizational standard operating procedures.
• Maintaining and exceeding daily, weekly, and monthly appointment (conversion) quotas.
• Taking inbound call overflow as needed to maintain overall Contact Center client service levels.
• Learning and understanding basic industry knowledge and vernacular, including building a product knowledge base around various hearing improvement solutions.
• Collaborating with Patient-Facing Clinical staff and hearing care professionals.
• Demonstrating professional phone etiquette and courtesy when interfacing with patients, clients, and co-workers.
• Contributing to the development and growth of the Contact Center by sharing ideas, assisting in related projects, and helping resolve problems and/or improve productivity.
• Other duties as assigned.

Benefits

• Medical, Dental, Vision Coverage.
• 401K with a Company Match.
• FREE hearing aids to all employees and discounts for qualified family members.
• PTO and Holiday Time.
• 401(k).
• 401(k) matching.
• Dental insurance.
• Health insurance.
• Paid time off.
• Vision insurance.
• Work from home.

Education

• High School diploma or equivalent required.

Experience

• Call center: 1 year (Required).
• Upselling: 1 year (Required).

Work Location

• Remote.