Customer Care Specialist II

Widex's mission is to provide the absolute best hearing aids customer service. We offer the most advanced, natural sound on the market. Our products let people connect and communicate easily. Helping people hear is our business.
Position: Customer Care Specialist
Department: Customer Care
Location: Hauppauge, New York, United States
Requisition #: 22891

Mission Statement:
Our company’s mission is to provide the absolute best hearing aids and customer services.  We offer the most advanced, natural sound on the market.  Our products let people connect and communicate easily.  Helping people hear is our business.  

Job Summary:
With the collaborative support of the Customer Care Supervisor, the Customer Care Specialist will answer calls and enter orders while providing customers with friendly quality support and accurate information. The Customer Care Specialist will Identify and resolve customer issues.

Essential Responsibilities:
  • Answers incoming calls in a professional manner
  • Enters orders as required in Widex Pro and S2k. 
  • Investigate and troubleshoot customer issues as needed
  • Responds to inquiries via email or phone such as for shipping information, warranty detail, stock availability
  • Logs customer activity and calls in CRM
  • Works to resolve action orders 
  • Handles complaints in the CRM case system, works to resolve cases and close loop with the customer
  • Show dedication to learn all aspects of the hearing healthcare industry, including knowledge of buying groups, 3rd party accounts and key customer.
  • Potential to work from home if necessary due to weather
  • Adheres to work schedule and attendance policy
  • Attend training sessions when required during work hours, occasional weekend training workshops
  • Perform other duties as required by management
  • Ability to work a flexible schedule
  • Responsible to come to work consistently, on time and as scheduled
  • Performs other duties and assignments as required
Knowledge and Skills Required:
  • High School Diploma required, two year degree preferred
  • Experience in high volume call center 
  • Strong PC skills, Microsoft Office, specifically MS Word, Excel and Outlook
  • Strong written and verbal communication skills
  • Previous CRM experience preferred  
  • Strong problem solving skills
  • Ability to work both in a team and independently
  • The ability to work under pressure, to meet deadlines, and be flexible in working on multiple systems and tasks simultaneously
  • Must have strong organizational skills
  • Excellent attention to detail and strong follow up skills
Physical Requirements:;
While performing the duties of this job, the employee is frequently required to walk, stand; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear. The employee can regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, and depth perception. The above statements are meant to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified. The incumbent must be able to work in a fast-paced environment with demonstrated ability to juggle and prioritize multiple, completing tasks and demands and to seek supervisory assistance as appropriate. Incumbents within this position may be required to assist or find appropriate assistance to make accommodations for disabled individuals in order to ensure access to the company’s services (may include: visitors, patients, employees, or others).