Job Description

We prioritize the processing of one application at a time. If you have applied for multiple job openings within our organization, we kindly request that you direct any update inquiries to the team responsible for handling your initial application.Please note that only resumes submitted in English will be considered for review. Fully remote role
Position: Customer Loyalty Specialist
Working Hours: 9 AM-5 PM CST
Salary: 1200-1500 USDAbout the company:Ahearing health platform dedicated to improving lives through innovative hearing solutions.As a Customer Loyalty Specialist at the company, you will be the first point of contact for our customers, primarily managing inbound calls and chats. Youll assist potential and existing customers by answering pre-sales questions, providing support, and ensuring a seamless experience. While your primary focus will be phone and chat interactions, you may occasionally handle inquiries across other channels (email, SMS, and text-based support).This role is ideal for someone who is comfortable engaging customers over the phone, has strong verbal communication skills, and thrives in a service-focused, digital environment.Responsibilities

• Answer and manage inbound calls and chats, providing prompt, friendly, and knowledgeable responses.
• Deliver an exceptional customer experience by guiding customers through the buying journey and answering pre-sales questions.
• Troubleshoot and address customer concerns, escalating complex queries to the appropriate teams, such as audiology specialists.
• Inform customers about policies, including the 45-day return policy and other frequently asked questions.
• Maintain accurate records of customer interactions using our CRM system (HubSpot), ensuring follow-ups are properly documented.
• Create service tickets when necessary and collaborate with internal teams to resolve customer inquiries.
• Actively participate in daily team stand-ups (Mondays, Wednesdays, and Fridays) and communicate effectively via Slack.

Qualifications

• Proven experience in a customer service or call center role, preferably in an inbound customer support environment.
• Strong phone communication skills with the ability to guide and reassure customers.
• Experience managing live chat, email, and SMS interactions in a professional setting.
• Familiarity with CRM systems (HubSpot experience is a plus).
• Ability to multi-task in a fast-paced, digital-first customer service environment.
• Excellent problem-solving skills and a customer-first mindset.
• Strong written and verbal communication skills, with a knack for clear and friendly interactions.
• Ability to work independently while collaborating with a small, remote team.

Additional Skills (Preferred but Not Required)

• Experience in the hearing health industry or familiarity with hearing technology.
• Previous experience in financial or healthcare-related customer support.

Start DatePreferably the second week of March or as soon as possible.

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