Job Description

Office location : Iselin, New Jersey

Hybrid schedule:

In-office on Tuesdays, Wednesdays, and Thursdays

Work-from-home on Mondays and Fridays

Work Hours : 10:30 AM to 7:00 PM EST (Monday through Friday)

About the Role :

Are you passionate about providing exceptional customer service and solving problems? Do you thrive in a fast-paced, customer-focused environment? If so, we want you to join our team as a Contact Center Representative. As the first point of contact for our clients, you'll play a vital role in supporting our B2B customers in a multi-brand contact center. We are looking for a self-motivated, detail-oriented individual with experience in a high-volume call center or customer-facing role.

In this role, you will engage with customers over the phone, chat, and email to answer inquiries, provide solutions, and ensure a seamless customer experience—all while meeting performance metrics and targets. If you're eager to grow within the hearing healthcare industry, we want to hear from you!

Key Responsibilities :

• Provide exceptional customer support for B2B clients, ensuring professional and efficient handling of incoming calls.
• Log all customer interactions accurately in the Salesforce CRM system.
• Cover topics such as product features, order placement, shipping, warranty, and stock availability.
• Troubleshoot and resolve customer issues, aiming for first-call resolution.
• Handle customer complaints with a solution-oriented mindset.
• Stay updated on products, processes, and industry knowledge through training.
• Demonstrate consistent attendance and adherence to your scheduled work hours.
• Continuously grow your understanding of the hearing healthcare industry, including key customer relationships and third-party accounts.
• Contribute to the success of the team by performing additional tasks as needed.

What We’re Looking For :

• Education : High school diploma or equivalent required; Bachelor's degree a plus.
• Experience : Prior experience in a high-volume customer service environment; experience in a medical office or healthcare setting is highly preferred.
• Customer-Focused : Strong passion for delivering outstanding service with a “customer-first” mindset.
• Relationship Building : Proven ability to build lasting relationships and foster customer loyalty.
• Motivation : Self-driven and goal-oriented with a strong desire to contribute to both personal and team success.
• Communication Skills : Clear and professional communication, both on the phone and in writing.
• Adaptability : Thrive in a dynamic environment and adapt to new tools, processes, and customer needs.
• Tech-Savvy : Comfortable using Microsoft Office Suite (Outlook, Teams, Excel, Word); familiarity with Salesforce is a plus.
• Problem-Solving : Strong ability to analyze situations, resolve issues, and manage time effectively in a high-volume setting.
• Team Player : Collaborative, with the ability to work seamlessly within a team to achieve collective goals.

About Us :

At WSAudiology, we are passionate about unlocking human potential by improving lives through hearing. As a global leader in the hearing aid industry, we are committed to creating innovative solutions that bring hearing back to millions of people around the world. With a team of over 12,000 colleagues in 130 countries, we offer a diverse and collaborative work environment where you can grow and make a real impact.

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