Licensed Hearing Instrument Specialist Audiologist ...

Job Description[LICENSE REQUIRED]: Hearing Instrument Specialist / AudiologistsThe HIS/AuD Customer Solutions agent will provide superior customer service for customers and hearing aid center providers. The agent will manage inbound inquiries through various channels: calls, emails, and chats. This role is responsible for providing customers direction on how to use and maintain the products they have purchased from us online, through a distributor or through one our Hearing Aid Centers. This is an hourly, full-time hybrid or remote position.Our call center is open on Monday-Saturday and is located in our corporate office at 14301 FAA Blvd, St 105, Ft Worth TX 76155. Call center is open Monday-Saturday, 8am-5pm CST. Must be available for full-time shifts during call center operating hours.Summary of Essential Job DutiesThe agent will manage inbound inquiries through various channels: calls, emails, and chats. This role is responsible for providing customers direction on how to use and maintain the products they have purchased from us online, through a distributor or through one our Hearing Aid Centers. This is an hourly, full-time hybrid or remote position. Work on a team of Customer Solutions agents, in a call center environment, to support customers and licensed Hearing Aid Specialists & Audiologists. Analyze test findings and make recommendations based off the customers hearing loss. Recommend and dispense assistive listening and hearing solutions. Educate patients in how to use and maintain the hearing aid devices, provide demonstrations (this would be via phone) and information. Focus on quality, efficiency, and being a champion for both internal and external customers Answer inbound technical calls or make outbound calls to assist external and internal customers and provideaccurate solutions for their inquiries and concerns. Handle customer complaints, provide appropriate solutions and alternatives. Follow up to ensure resolution. Guide customer through troubleshooting, navigating the company site or using the products and/or services. Provide patients and/or customers direction on finding the perfect hearing solution, product troubleshooting, and how to use and maintain the products they have purchased from us. Review customer orders and provide updates and information about shipping, warranties, and other accountrelated statuses. Trouble shoot challenges experienced by customers and hearing center specialists. Manage inquiries through a call center ticketing system and understand the importance of accurate notes and detailed documentation. Partner with internal teams such as Training & Development or IT to provide details for escalated cases andissues.Skills / QualificationsTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Therequirements listed below are representative of the knowledge, skill, and/or ability required. Reasonableaccommodations may be made to enable individuals with disabilities to perform the essential functions. Experience working in a call center or customer-support role whether onsite or remote. Ability to problem solve to find the right hearing solution within our product assortment, through sales oradjustment recommendations. Strong active-listening and verbal communication skills. Proven track record for stellar customer service and proficiency in problem solving. Passion for championing customer service and motivation for customer satisfaction. Ability to succeed in a high pressure and fast paced environment while remaining calm in order to better serve customers. Ability to multi-task and manage time effectively. Technical aptitude and systems mindset to be able to help customers via phone. Patience and Compassion Strong attention to detail and time management skills. Experience working with PC hardware and software including general computer and Internet knowledge.Education, Certificates, Licenses, Registrations Must be a Licensed Hearing Instrument Specialist or Dispensing Audiologist High School degree or equivalent Past training in Sales or Customer Service Industry preferred but not necessary Qualifications: Additional InformationWe are an Equal Employment Opportunity Employer.

Created: 2026-03-04