Customer Success Assoc.

Customer Success Associate

The Customer Success Associate serves as the liaison between the customer and operations. This associate acts as the point person for new, service, and return orders requiring customer outreach to obtain additional information. The Customer Success Associate will collaborate with the Sales Teams and Operations to ensure the highest level of customer satisfaction in accordance with the company's mission, core values, behaviors, and objectives.

Responsibilities :

• Performs outbound calls to address BTE, ITE or Mold orders that are new, service and return for credit that are on hold or are kicked out for missing information.
• Monitor kickout orders and take proactive steps to handle complaints and questions about incoming new, service, and return orders in collaboration with the operations, sales, and customer experience teams.
• Perform email follow up to customers regarding new, service and returned purchases that have incorrect or incomplete data.
• Engages with customers to educate them on our processes and guidelines related to order processing to set reasonable expectations.
• Develop relationships with customers and regional sales teams to be the primary contact for internal order questions.
• Performs L&D reversals and processes Property of Oticon orders.
• Processes Lost By Oticon orders and logs and tracks ARCs as a result of customer complaints.
• Builds relationships with customers over the phone and collaborates with the sales teams to provide a positive customer experience.
• May perform miscellaneous tasks / projects as directed by manager.

Qualifications :

What we have to offer :

The Company is an Equal Opportunity / Affirmative Action employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

The pay range for this position is expected to be between $17.25 to $23 per hour; however, fluctuations in the job market may necessitate adjustments to pay ranges. Further, final pay determinations will depend on various factors, including but not limited to experience level, knowledge, skills, and abilities. The total compensation package for this position may also include other elements, such as bonus, commissions, or discretionary awards in addition to a full range of medical, financial, and / or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

Oticon, INC. is an Equal Opportunity / Affirmative Action employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.