Experienced Audiology Specialist - Customer Support Representative | Hybrid | 10:30am - 7pm Job Opportunity at arenaflex
About arenaflex and the Role
At arenaflex, we are a leading global provider of innovative hearing solutions, dedicated to empowering people to connect with the world around them. Our mission is to revolutionize the way people experience sound, and we're looking for a highly skilled and passionate Audiology Specialist to join our Customer Support team. As an Audiology Specialist, you will play a vital role in delivering exceptional customer experiences, providing expert support, and driving business growth. If you're a motivated and results-driven professional with a passion for serving customers, we encourage you to apply for this exciting opportunity.
Responsibilities
As an Audiology Specialist at arenaflex, you will be responsible for:
- Maintaining and developing strong relationships and rapport with existing customers, ensuring their needs are met and exceeded
- Providing Hearing Healthcare Professionals (HCPs) with hearing instrument and FM fitting recommendations, troubleshooting for Pediatric and Adult patients, and utilizing arenaflex's custom modeling software (RSM) to support fit-related questions from HCPs
- Supporting the management of Salesforce cases, ensuring timely and efficient resolution of customer inquiries
- Consulting with customers on orders requiring fit-related clarifications across all product families, including custom, SDS, BTE, RIC, and more
- Completing 40+ inbound calls per day from providers and/or consumers, supporting Phonak and/or Unitron for all phone queues, including Government Services and Roger/Pediatrics
- Conducting follow-up communication with customers regarding HA orders and repairs, ensuring seamless customer experiences
- Maintaining confidentiality of patient health information and adhering to HIPAA guidelines, upholding the highest standards of professionalism and integrity
- Consistently meeting performance goals and KPIs established for the position, driving business growth and customer satisfaction
- Performing other duties as assigned by leadership, embracing opportunities for growth and development
Requirements
To succeed in this role, you will need:
- A Master's Degree, Au.D. degree in Audiology, or a Hearing Instrument Dispenser's License
- Strong Audiological skills, specifically related to ear anatomy and hearing instrument fitting and counseling
- Preferably 3-year experience working with arenaflex products, with a deep understanding of our solutions and technologies
- Minimum 2-year experience in a technical support B2B environment or relevant work experience, with a proven track record of delivering exceptional customer experiences
- Driven, self-motivated, and results-oriented, with a passion for serving customers and driving business growth
- Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously
- Excellent problem-resolution skills, with the ability to analyze complex issues and provide effective solutions
- Strong attention to detail, with a focus on delivering high-quality results and exceeding customer expectations
- A passion for serving customers, with a commitment to delivering exceptional experiences and driving customer satisfaction
Nice-to-Haves
While not essential, the following skills and qualifications would be beneficial:
- Experience working with arenaflex's custom modeling software (RSM)
- Knowledge of hearing instrument fitting and counseling, with a focus on Pediatric and Adult patients
- Familiarity with Salesforce and other customer relationship management (CRM) systems
- Experience in a technical support B2B environment, with a proven track record of delivering exceptional customer experiences
- Strong communication and interpersonal skills, with the ability to build relationships and collaborate with cross-functional teams
Benefits
As an arenaflex employee, you will enjoy a comprehensive benefits package, including:
- Medical, dental, and vision coverage
- Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts
- TeleHealth options
- 401k plan with company match
- Company-paid life/ad&d insurance
- Additional supplemental life/ad&d coverage available
- Company-paid Short/Long-Term Disability coverage (STD/LTD)
- STD LTD Buy-ups available
- Accident/Hospital Indemnity coverage
- Legal/ID Theft Assistance
- PTO (or sick and vacation time), floating Diversity Day, and paid holidays
- Paid parental bonding leave
- Employee Assistance Program (24/7 mental health support hotline, 5 company-paid counseling sessions, and more)
- Robust Internal Career Growth opportunities
- Tuition reimbursement
- Hearing aid discount for employees and family
- Internal social recognition platform
- D&I focused: D&I council and employee resource groups
Why Join arenaflex?
At arenaflex, we're passionate about empowering people to connect with the world around them. We're committed to delivering exceptional customer experiences, driving business growth, and making a positive impact on our communities. If you're a motivated and results-driven professional with a passion for serving customers, we encourage you to apply for this exciting opportunity. Join our team and be part of a dynamic and innovative organization that's shaping the future of hearing solutions.
How to Apply
If you're ready to take your career to the next level and join a team of passionate professionals who are dedicated to delivering exceptional customer experiences, apply now for the Experienced Audiology Specialist - Customer Support Representative role at arenaflex. Apply for this job