Job description- Outbound Call Center Representative

Who we are

In a life without sound, our work provides meaning. Connect Hearing is part of international hearing healthcare innovator, Sonova. As a leading provider of innovative hearing care solutions, we are not just a company that makes products: we are a team on a mission to help people enjoy the delight of hearing. Connect Hearing has over 200 locations across the USA. Our healthcare experts provide hearing solutions to our patients, and routine follow up care to ensure they enjoy a life without limitations

Salary:

· $17/hr + opportunity for Individual and Team based bonuses

Call Center Agent Position Summary

This position requires the ability to make 130-150 outbound calls daily. The role also includes the use of customer management software to manage and track the results of your contacts and different types of lead sources. The role requires a disciplined and organized approach using compassion, active listening, understanding and open ended inquiries to yield the best performance and results

To be considered for this role:

· 6 months call center experience or equivalent role

· Comfortable with fast paced inbound and outbound calls (130-150 per day)

· A dedicated (quiet) work from home environment

· Must provide your own Wifi

Responsibilities

• Outbound calling on assigned warm and new potential leads
• Scheduling patient appointments using a call script for multiple types of leads
• Collect, record, and accurately maintain pertinent consumer information, using a Customer Relationship Management (CRM) system
• Answer return inbound calls as needed after initial outbound contact
• Maintain quality service by following organizational standard operating procedures
• Maintain and exceed daily, weekly and monthly appointment (conversion) quotas
• Take inbound call overflow as needed to maintain overall Contact Center client service levels
• Learn and understands basic industry knowledge and vernacular, including measures such as building a product knowledge base around various hearing improvement solutions offered by our Company
• Collaborate with Patient-Facing Clinical staff and hearing care professionals
• Demonstrate professional phone etiquette and courtesy when interfacing with patients, clients, and co-workers
• Contribute to the development and growth of the Contact Center by sharing ideas, assisting in related projects, and helping resolve problems and/or improve productivity
• Other duties as assigned

General Skills and Attributes:

• 6+months established inside sales and Call Center experience
• Target driven and goal oriented
• Comfortable with making an average of up to 150 sales calls per day to cold and warm leads
• Excellent interpersonal communication skills
• Ability to manage time effectively while multitasking in a fast-paced environment
• Effectively manage objection and rejection
• Professional telephone etiquette skills
• Highly motivated with a willingness to be coached
• Strong problem-solving and organizational skills
• Intermediate MS Word and Excel working knowledge
• Proficient order entry speed

Education:

• High School diploma or equivalent required

Statement of Other Duties:
This document describes the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, that incumbents may be asked to perform job-related duties beyond those explicitly described

What We Offer:

· Medical, Dental, Vision Coverage

· 401K with a Company Match

· FREE hearing aids to all employees and discounts for qualified family members

· Legal Shield and Identity Theft Protection

· PTO and Holiday Time

· 1 Floating Holiday per year

· Part time and Full Time schedules

Job Types: Full-time, Part-time

Pay: From $17.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Disability insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Paid training
• Vision insurance
• Work from home

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Application Question(s):

• Do you have a designated, closed door, quite place to work at home?

Experience:

• Call center: 1 year (Required)
• CRM software: 1 year (Required)
• Upselling: 1 year (Required)

Work Location: Remote

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