We're Eargo and we're on a mission to disrupt and transform the hearing health industry. We're looking for those passionate individuals who jump out of bed in the morning dreaming of new ways to improve the lives of our customers. We're tech geeks and dreamers. We believe that every voice is unique and every idea is worth talking about. Moreover, we believe in passion and having fun. Because it takes passion to change the world and if you have passion in what you're doing, you naturally have fun doing it.
The Role
The Client Care Specialist will be interfacing with people through phone and email by guiding our clients through targeted questions to help troubleshoot what is going on with their hearing device. Your mastery of the Eargo devices (all versions) and company systems will be invaluable as you guide clients through the client care process and determine an appropriate resolution. Multitasking comes naturally to you, so responding with empathy during difficult client conversations while simultaneously entering data into company systems happens with ease. Ultimately, your goal will be to ensure a delightful experience for our clients and send them away with greater knowledge and a smile.
The Responsibilities
Provide world class service to our customers via phone and email, answer customer questions and resolve concerns relating to claims, warranties, and product servicing.
Update customer information and compose notes in the customer service database(s) during and after each customer interaction
Be an expert on the Eargo device and processes
Own client issues and concerns, only escalate to appropriate channels when needed
Represent the voice of our clients by interfacing and collaborating with other internal teams when appropriate
Bring a flexible mindset – being able to quickly adapt to changes in product and process is a must
Balance workload based on business needs between paperwork and inbound calls.
Responsible for meeting deadlines and requirements.
Maintain and update product knowledge on an on-going basis and attend workshops, seminars, and other training sessions as appropriate.
Continue to learn and develop professional skills
Be flexible and capable of working among multiple client experience functions which include responding to cases, calls, emails, chat and making outbound specialty calls as assigned
Other job duties as assigned that may arise from time to time
The Qualifications
Demonstrated aptitude and love for providing exceptional customer service
Previous experience with mobile phone and/or mobile app technical support preferred
A natural enthusiasm for resolving problems in an ever-evolving environment
You have excellent time management skills and can make decisions quickly.
You maintain composure and customer focus while troubleshooting and solving issues.
You reassure customers when delivering product diagnoses and potential solutions.
Logical thinker
Up-to-date technical knowledge
An in-depth understanding of the software and equipment your customers/employees are using
Stamina and focus to provide support to customers throughout the day
Excellent written and oral communication skills
A team player with a proactive, make-it-happen attitude
Receptiveness to feedback and coaching with a desire to continuously improve
Proficiency with Microsoft Word and basic Excel a must
Strong desire to work in a fast-paced, innovative and dynamic company
High school diploma or equivalent required; Associates or four-year college degree preferred
Eargo is an Equal Opportunity Employer. All employment is decided upon the basis of qualification, merit and business need. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.