Job title: Senior Recipient Support Specialist
Company: Sonova
Job description: Overview
Responsible for providing excellent care and support to AB recipients. Recipient Support Specialists work closely with AB Customer Service, AB field staff, and recipients to provide acute product training, troubleshooting and resolution to product complaints. This team proactively reaches out to newly implanted recipients for product and consumer portal orientation, including rehab portal. A senior recipient support specialist is a subject matter expert in CI support and troubleshooting AB cochlear implants.
What you’ll do:
- Support the Recipient Support Queue which involves both proactive and reactive communication with AB recipients, assisting with troubleshooting, device orientation, access to website/portals/apps. This may be carried out via Teams, Zoom, text, calls, webchat or email.
- Proactively support AB CI recipients and complete transition from the CICS/Outreach once surgery is completed.
- Ensure recipients’ success, specifically focused on product orientation, connectivity w/ Bluetooth enabled accessories, ongoing product and accessory use and maintenance, rehab resources, and use of the consumer portal.
- Probe for satisfaction with current equipment to determine recipient’s need for other equipment, upgrades, second side surgery and/or need to extend service contracts
- Document recipient interactions and report back to audiologist.
- Increase recipient satisfaction by communicating through their preferred mode of communication. either email, text, call, videochat.
- Provide help with access to and orientation of the Consumer Portal, myABOnline.com.
- Ensure every interaction with a recipient is productive, pleasant and leads to them becoming a loyal advocate of Advanced Bionics.
- Adhere to defined KPIs for the team regarding recipient satisfaction, hold times, time to complete actions.
- Subject Matter Expert on the recipient support team.
- Train and coach entry level position holders.
- Responsibility for tier bowler meetings to report on KPI metrics.
- First line for escalation of recipient complaints or questions from entry level team members.
- Other duties as assigned.
Travelling Requirement: Up to 25%
What you bring to the team:
Education
- Bachelor’s Degree or higher
Nice to Have
- Masters or Doctoral Degree
Work Experience
- Minimum 5 years in CI sales/business and 3+ years of direct CI experience
Nice to Have
- 5+ years in CI sales/business and 5+ years of direct CI experience
Personal Competencies
- Strong organizational and prioritization skills
Social Competencies
- Excellent written and verbal communication skills and presentation skills
Leadership Competencies
Nice to Have
- Previous lead position or mentorship position
Professional Competencies
- Ability to troubleshoot devices; extensive knowledge of AB resource
Nice to Have
- Knowledge of legacy devices and troubleshooting
Language(s)/ Level
- English/ Fluent
Nice to Have
- Spanish or French/ Fluency
IT Skills
- Strong computer skills: MS Office, Salesforce.com
Further Requirements
- Technical experience with cochlear implants
- Exhibits a high degree of flexibilityin adapting to rapidly changing environment.
Nice to Have
- Sales experience with cochlear implants
Additional Remarks: Attain and utilize competitor comparison knowledge
Our offer:
- Exciting and challenging work environment
- Comprehensive benefits package
- Training and development opportunities – we believe every employee deserves a development plan. Come, learn, and grow with us!
Don’t meet all the criteria? If you’re willing to go all in and learn we’d love to hear from you!
We love to work with great people and strongly believe that a diverse team makes us better. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of race, color, creed/religion, sex, sexual orientation, marital status, age, mental or physical disability.
We thank all applicants in advance; however only individuals selected for an interview will be contacted. All applications will be kept confidential. Sonova is an equal opportunity employer. Applicants who require reasonable accommodation to complete the application and/or interview process should notify the Senior Manager, Human Resources.
Pay Ranges: $91,200/yr – $136,800/yr
Based on location
Health Benefits & Perks:
- Medical, dental and vision coverage*
- Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts
- TeleHealth options
- 401k plan with company match*
- Company paid life/ad&d insurance
- Additional supplemental life/ad&d coverage available
- Short/Long-Term Disability coverage (STD/LTD)
- STD LTD Buy-ups available
- Accident/Hospital Indemnity coverage
- Legal/ID Theft Assistance
- PTO & paid holidays*
- Employee Assistance Program
*Plan rules/offerings dependent upon group Company/location.
Sonova is an equal opportunity employer
We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.
Expected salary: $91200 – 136800 per year
Location: Valencia, CA
Job date: Thu, 14 Mar 2024 08:56:37 GMT
Apply for the job now!
