Job Description

Position Name	PCR Audiological Specialist
Functional Area	Audiology Client Customer Support

  Purpose of the Job

The PCR Audiological Specialist will act as a liaison between our Customer Support Department at Distribution Center and the customer to address Audiological based inquiries, concerns, and needs in a timely, friendly and professional manner in order to increase customer experience with Company businesses.  These communications can be related to new orders, repair, remakes, or general fit related questions.
This role works closely with the Order Entry Specialist, Customer Support Specialist, Sales, and Finance.
 
This position will be based out of Aurora, Illinois

Key Tasks & Responsibilities

 

• Provide Hearing Healthcare Professionals (HCPs) with hearing instrument and FM fitting recommendations
• Utilize company custom modeling software (RSM) to support fit related questions from HCPs
• Provide support in managing Salesforce cases
• Consult with customers on orders requiring fit related clarifications across all product families (custom, SDS, BTE, RIC, etc)
• Efficiently manage and resolve incoming queue calls and all subsequent inquiries and tasks stemming from these calls
• Conduct follow-up communication with customers regarding HA orders and repairs
• Collaborate with internal sources for assistance or exception requests
• Maintain confidentiality of patient health information and adhere to HIPAA guidelines
• Work with a sense of advocacy and urgency to ensure customers’ orders are processed in a timely manner
• Ability to consistently meet performance goals and KPIs established for the position
• Assist in projects associated with AODC Customer Support

• Other duties as assigned by leadership

 

Travelling Requirement

Onsite- No travel – this position will be based in Aurora, Illinois

 

Qualifications	need to have	nice to have
Basic Education	Master’s Degree, Au.D. degree in Audiology or Hearing Instrument Dispenser’s License
Further Education
Work Experience	Strong Audiological skills, specifically related to ear anatomy and hearing instrument fitting and counseling Prefer 2-year experience working with hearing aid products Minimum 1-year experience in a technical support B2B environment or relevant work experience
Personal  Competencies	Driven, self-motivated, and results oriented Strong organizational and time management Excellent problem resolution Strong attention to detail Passionate about serving customers
Social Competencies	Flexibility Positivity Team player Emotion intelligence
Leadership Competencies
Professional Competencies	Excellent verbal and written communication skills Strong desire to provide superior customer support Problem analysis and resolution skills Ability to prioritize and multi-task Strong data entry skills
Language(s) / Level	English	Bilingual Spanish
IT skills	Strong proficiency with computer, Microsoft Applications, and web interface Manufacturer programming software knowledge 2 years SAP experience Salesforce.com experience

 
Comp: $37-$40/hr, Annual Bonus, Overtime, Comprehensive Benefits package is excellent.

Job Tags

Full time, Work experience placement,

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