Experienced Audiology Specialist - Customer Support Representative | Hybrid | 10:30am - 7pm Job Details | arenaflex

Job Summary:

Join arenaflex, a leading global provider of innovative hearing solutions, as an Experienced Audiology Specialist - Customer Support Representative. In this critical role, you will serve as a liaison between our Customer Support Department and customers, addressing audiological-based inquiries, fitting recommendations, and troubleshooting in a timely, friendly, and professional manner. As a key member of our team, you will play a vital role in increasing customer experience with arenaflex businesses, while also developing strong relationships with existing customers and hearing healthcare professionals.

About arenaflex:

arenaflex is a global leader in the development, manufacturing, and distribution of innovative hearing solutions. With a rich history of innovation and a commitment to delivering exceptional customer experiences, arenaflex is a dynamic and exciting place to work. Our team is passionate about making a difference in the lives of people with hearing loss, and we are dedicated to providing the highest level of support and service to our customers.

Responsibilities:

As an Experienced Audiology Specialist - Customer Support Representative, you will be responsible for:

• Maintaining and developing strong relationships and rapport with existing customers, hearing healthcare professionals, and other stakeholders
• Providing hearing healthcare professionals with hearing instrument and FM fitting recommendations, troubleshooting for pediatric and adult patients
• Utilizing arenaflex custom modeling software (RSM) to support fit-related questions from hearing healthcare professionals
• Providing support in managing Salesforce cases, including tracking and resolving customer inquiries and issues
• Consulting with customers on orders requiring fit-related clarifications across all product families (custom, SDS, BTE, RIC, etc.)
• Completing 40+ inbound calls (9 min AHT-7.0 hours Schedule Loyalty) 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
• Maintaining confidentiality of patient health information and adhering to HIPAA guidelines
• Consistently meeting performance goals and KPIs established for the position
• Performing other duties as assigned by leadership

Requirements:

To be successful in this role, you will need:

• Master's Degree, Au.D. degree in Audiology, or Hearing Instrument Dispenser's License
• Strong audiological skills, specifically related to ear anatomy and hearing instrument fitting and counseling
• Prefer 3-year experience working with arenaflex products
• Minimum 2-year experience in a technical support B2B environment or relevant work experience
• Driven, self-motivated, and results-oriented individual
• Strong organizational and time management skills
• Excellent problem resolution and communication skills
• Strong attention to detail and ability to work in a fast-paced environment
• Passionate about serving customers and delivering exceptional customer experiences

Nice-to-Haves:

* Experience working with arenaflex custom modeling software (RSM)

• Knowledge of hearing instrument fitting and counseling principles
• Familiarity with Salesforce and other customer relationship management (CRM) software
• Experience working in a hybrid or remote environment

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 are passionate about making a difference in the lives of people with hearing loss. We are committed to delivering exceptional customer experiences and providing the highest level of support and service to our customers. As an arenaflex employee, you will have the opportunity to work with a talented and dedicated team, develop your skills and expertise, and make a meaningful contribution to our mission.

How to Apply:

If you are a motivated and customer-focused individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for this role. We look forward to hearing from you! Apply Job! Apply for this job