The Earlens Commercial Team is looking for a special kind of Audiologist to act as our Customer Care Advocate. A subject matter expert positioned to provide customer service and support to the Earlens device end user, customer site and field personnel. This individual is an experienced audiologist looking for the opportunity to hang up their travel gear, their clinical smock and be part of an elite group of audiologists based out of northern California that will help us transform the world of hearing.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following (other duties may be assigned as necessary):
Act as the primary point of contact for assigned customers and field personnel. • Act as the backup point of contact for customer assigned to teammates.An advocate to the customer, working with a making it right with the customer approach.
This individual will act as the conduit between the customer and MFG/R&D for customer satisfaction and product reliability issues.
Leveraging their Audiology expertise this individual will provide exceptional customer care via phone, email, and/or social media.
Utilizing systems, processes and procedures, this individual will provide Tier 1 troubleshooting support to end user, customer site and field personnel.
Manages customer order fulfillment requirements, logistics and escalation systems to support assigned accounts.
Manages all customer service and support activities for assigned accounts including but not limited to sales orders, RMA’s, replacements, technical support, refunds, consignment and field inventory orders.
Tracks and monitors all order fulfillment activities to orders associated with assigned accounts to ensure timely and accurate fulfillment.
Provides guidance, training and cross training to other employees.
Drives all Customer Communications
Provides Operational Support to Field Personnel
Manages & Coordinates Training Schedules
Coordinator and Primary point of contact for New Account on-boarding activities.
Ensures New Account on-boarding requirements are met and recorded.
Provides Pre- and Post-Order support to the Earlens internal and external customer base.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Passion for helping people.
Demonstrated patience, empathy and professionalism in stressful situations.
Excellent communication and people skills.
Exceptional listening skills to quickly assess and address caller’s needs.
Critical-thinking and problem-solving skills.
Detailed personality with excellent record keeping skills, exceptional attention to detail.
The ability to interact professionally at all times with end-users, physicians, site audiologists as well as collaborate and work with team members.
The drive to help individuals with hearing loss with a unique, new technology are all key.
EDUCATION and/or EXPERIENCE:
Masters or Doctoral degree in Audiology. Doctorate of Audiology preferred.
Current Audiology license
Current hearing aid dispensing license is a plus
Project Management Experience a plus
• Prior experience working in an ENT or Otologist office a definite plus.
Earlens Corporation is a privately held medical device company committed to providing hearing impaired patients a hearing solution that is designed to revolutionize the current standard of care. The company has developed the breakthrough Earlens Light-Driven Hearing Aid, the first hearing aid to use light to transmit sound. The Earlen Hearing aid addresses the two biggest needs complaints about ...hearing aids today, sound quality and feedback (whistling/squealing), with the broadest frequency range on the market (from 125 to 10,000 Hz) and a highest gain before feedback.
The FDA granted Earlens permission to market their device in October, 2015 for the treatment of hearing impairment. The Earlens System is expected to be available for sale later this year.
We are currently looking for people have a high level of integrity; who thrive in fast paced environments; speak up for those who don't speak; are passionate; risk takers; enthusiastic; outgoing; agile; and just down right smart!