Job description

Work hours: 10:00 am - 6:30 pm (EST)

This position is currently remote. We are anticipating that hybrid work will begin approximately Spring of 2023.

This position requires strong written and verbal customer and consumer contact experience as we interact with our customers daily via emails and phone calls.

This position interacts daily with many different departments including, Order Entry, Tech Support, Audiology, Marketing, Customer Care, Shell Lab, Production, and Logistics.

Our orders can be complex, and it is critical to understand our product line, internal processes as well as our customers business. We focus on maintaining a high level of accuracy while remaining within our efficiency standard and ensure that workflow to the manufacturing floor is maintained at the expected rates.

Understand all policies, processes, and practices for the Customer Care organization. Our organization is responsible for creating the best possible customer experience with every transaction that is handled.

Job Requirements:

• Able to handle high volume of inbound orders while maintaining our accuracy and efficiency standards.
• Able to make decisions to provide the best customer experience every time.
• Document all customer interaction in Salesforce.
• Become a knowledgeable resource to our client base when contacting a consumer or customer or receiving a call from a customer or consumer.
• Provide a superior customer experience while driving customer loyalty and confidence in using Signia as a primary vendor.
• Demonstrate a solid understanding of all our products and processes as well as workflow to provide solutions to our customer and consumer requests.
• Ability to provide support in a team environment.
• Supports the selling process via inbound customer calls and order placement as well as outbound calls for clarification.
• Communicate status of existing critical orders on a timely and regular basis to ensure that our customer is contacted with an update from us.
• Make recommendations for the continuous improvement of the flow of orders on an ongoing basis. Participate in the implementation of these recommendations.
• Provide occasional translations for customers both internal and external.
• Able to respond to consumer and customer requests using templates.

Position Requirements:

• Excellent written and verbal communication skills, Spanish a plus.
• 2 years of customer service experience in high-volume call center environment.
• HS diploma or equivalent required. BS/BA degree preferred.
• Excellent communication and interpersonal skills are a must.
• Strong email and phone experience is a key component of position.
• Ability to operate in a fast-paced and dynamic business environment and be prepared to understand and participate in executing strategies.
• Process driven and customer focused with a “can-do” attitude that is demonstrated each day.
• Driven by performance measures.
• Motivated by individual and team achievement.

Job Type: Full-time

Pay: $22.00 - $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Iselin, NJ 08830: Reliably commute or planning to relocate before starting work (Required)

Work Location: Hybrid remote in Linden, NJ 08830

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