Customer Service Representative - Remote - Patient Engagement and Hearing Solutions

Join Our Team: Customer Service Representative (Remote)

At Maplewood, we're dedicated to providing personalized care to each resident, tailoring our approach to meet their unique needs, goals, and abilities. We're now seeking a compassionate and driven Customer Service Representative to join our team remotely. As a key player in our contact center, you'll be responsible for making outbound calls to potential leads, scheduling patient appointments, and delivering exceptional service using our customer management software.

About Our Industry and Company

We're a leading provider of hearing improvement solutions, committed to helping individuals overcome hearing challenges and improve their quality of life. Our company culture values empathy, innovation, and teamwork, and we're looking for team members who share these values. By joining our team, you'll have the opportunity to make a meaningful impact on patients' lives while growing your career in a dynamic and supportive environment.

Job Summary

We're looking for a highly motivated and organized Customer Service Representative to join our remote team. As a Customer Service Representative, you'll make 130-150 outbound calls daily to assigned warm and new potential leads, schedule patient appointments, and maintain accurate records using our CRM system. You'll also be responsible for answering return inbound calls, maintaining quality service, and contributing to the growth and development of our contact center.

Key Responsibilities:

• Make 130-150 outbound calls daily to assigned warm and new potential leads, using a call script and CRM system to manage and track results
• Schedules patient appointments and collect pertinent consumer information
• Answer return inbound calls as needed after initial outbound contact
• Maintain quality service by following organizational standard operating procedures
• Meet or exceed daily, weekly, and monthly appointment (conversion) quotas
• Take inbound call overflow as needed to maintain overall Contact Center client service levels
• Learn and understand basic industry knowledge and vernacular, including measures such as building a product knowledge base around various hearing improvement solutions
• 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

Requirements and Qualifications

Essential Qualifications:

• 6 months of established inside sales and Call Center experience
• 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

Preferred Qualifications:

• Prior experience in the hearing care industry or a related field
• Familiarity with CRM software and customer management systems
• Experience working in a remote environment

Education and Certification

A High School diploma or equivalent is required. We're committed to ongoing training and development, and we offer paid training to help you grow in your role.

What We Offer

We're proud to offer a comprehensive benefits package, including:

• $20 per hour salary with opportunities for individual and team-based bonuses
• 401(k) with 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 available

Work Environment and Culture

We're a remote-friendly company that values flexibility and work-life balance. As a remote team member, you'll have the opportunity to work from home and enjoy a better balance between work and personal life. Our company culture is built on empathy, innovation, and teamwork, and we're committed to supporting our team members' growth and development.

Career Growth Opportunities and Learning Benefits

We're committed to helping our team members grow and develop in their careers. We offer ongoing training and development opportunities, including:

• Paid training and onboarding program
• Ongoing coaching and feedback
• Opportunities for advancement and career growth

Why Join Our Team?

If you're a motivated and compassionate individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. By joining our team, you'll have the chance to make a meaningful impact on patients' lives, grow your career in a dynamic and supportive environment, and enjoy a comprehensive benefits package.

Don't miss this opportunity to join our team and start making a difference in the lives of others. Apply now and take the first step towards a rewarding and fulfilling career!