Customer Experience Advocate
2 weeks ago
About the Role:
As a Customer Experience Advocate, you have the opportunity to change lives by empowering people to rediscover all the emotions of sound. Your primary responsibility will be to deliver a high standard of customer care demonstrated by executing the following key responsibilities:
- Guide the customer journey as the first point of contact, providing a caring and personalized experience and setting expectations for their clinic visit.
- Manage the scheduling and confirmation of appointments for new and existing customers.
- Prepare Hearing Care Professionals for customer appointments by communicating relevant customer information.
- Convert outbound and inbound calls into appointments and drive marketing campaigns by managing callback and lead lists.
- Maintain accurate customer database by ensuring that customer records are updated regularly.
- Create invoices for products and services rendered; process payments from customers and maintain accurate financial records.
- Educate customers on Amplifon programs, products, and services and resolve customer inquiries.
- Maintain efficient clinic operations by overseeing clinic inventory and organization, supporting customers with basic hearing aid maintenance and repairs, and proactively anticipating clinic and customer needs.
- Collaborate with colleagues to create a welcoming, efficient, and high-performing clinic culture that is compliant with company operational and quality standards.
About Us:
Amplifon, a global leader in hearing care, is expanding in the Canadian market, and we are looking for talented individuals who are passionate about delivering exceptional customer experiences. With our network of clinics across Canada, our team members are dedicated to supporting an estimated 4.5 million Canadians who are hearing-impaired.
Your Qualifications:
- A High school diploma or equivalent
- Diploma in business or medical administration is preferred
- 2+ years of administrative experience, preferably in a medical setting
- 2+ years of customer service experience
- Knowledge of the hearing aid industry preferred
Your Skills:
- Able to build and maintain professional rapport with customers and colleagues
- Able to work independently, autonomously, and as a collaborative leader of a team
- Adherence to professional, ethical, and regulatory standards
- Able to prioritize work efficiently in a fast-paced work environment
- Proficient with MS Windows and Office
- Knowledge of insurance and agency coverage for hearing care services is preferred
What We Offer:
- Competitive Compensation: A salary range of $60,000-$80,000 per year, depending on experience, plus incentive bonus opportunities.
- Robust Benefits: A comprehensive benefit package, including a company RRSP match, ample paid time off, and more to foster an award-winning employee experience.
- Growth Opportunities: As our team continues to grow, we want you to grow with us, offering continuous professional development and growth opportunities to ensure our employees are engaged, challenged, and satisfied.
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