The Customer Success Associate serves as the liaison between the customer and operations. This associate acts as the point person for new, service, and return orders requiring customer outreach to obtain additional information. The Customer Success Associate will collaborate with the Sales Teams and Operations to ensure the highest level of customer satisfaction in accordance with the company’s mission, core values, behaviors, and objectives.

This position reports into our Somerset location working Tuesday/Thursday on site. Monday, Wednesday and Friday are remote. Please note, the hours for this position are from 10am-6pm.

• Performs outbound calls to address BTE, ITE or Mold orders that are new, service and return for credit that are on hold or are kicked out for missing information.
• Monitor kickout orders and take proactive steps to handle complaints and questions about incoming new, service, and return orders in collaboration with the operations, sales, and customer experience teams.
• Perform email follow up to customers regarding new, service and returned purchases that have incorrect or incomplete data.
• Engages with customers to educate them on our processes and guidelines related to order processing to set reasonable expectations.
• Develop relationships with customers and regional sales teams to be the primary contact for internal order questions.
• Performs L&D reversals and processes Property of Oticon orders.
• Processes Lost By Oticon orders and logs and tracks ARCs as a result of customer complaints.
• Builds relationships with customers over the phone and collaborates with the sales teams to provide a positive customer experience.
• May perform miscellaneous tasks/projects as directed by manager.

An individual must possess the ability to do each essential duty effectively.    

The applicant must have either a GED or a high school diploma.

The individual must be polite and professional with strong interpersonal, written, and spoken communication skills to be able to assist customers with the highest level of professionalism. Be able to work alone as well as collaboratively with the team.

The individual must demonstrate strong analytical, organizational, and time management skills, multitasking capabilities, resilience under pressure in a fast-paced setting, and consistent delivery of outputs.

Customer service experience and hearing equipment knowledge are beneficial. Proficiency in typing and computer skills are required.

The corporation follows equal opportunity and affirmative action policies, considering all qualified applicants for employment regardless of their country origin, race, color, religion, sex, disability, or status as a protected veteran.

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