Customer Success & Retention Specialist

About the position

Join hear.com and help people turn up the volume on life —all from the comfort of your home! We are seeking enthusiastic Customer Success & Retention Specialists to help transform the lives of our customers. You'll receive in-depth training from day one, giving you the knowledge needed to be successful and earn commission from the start. Your role will involve providing excellent customer service, identifying at-risk customers, and contributing towards the achievement of customer service KPIs. You'll handle high call volumes and help improve our customer service by providing feedback on recurring issues.

Responsibilities

• Provide excellent customer service during each call with customers
• Identify at-risk customers and work to rebuild trust and offer solutions
• Contribute towards successful achievement of customer service KPIs (i.e. call time, first call resolution, customer retention, and customer satisfaction)
• Handle high call volume - Inbound, Outbound, Email/Chat support
• Provide feedback regarding recurring customer issues to improve service
• Develop individual-based solutions based on customer requirements
• Act as the liaison between customers, partners, and sales consultants
• Communicate with team to ensure a smooth experience for customers
• Provide knowledge and in-depth advice for hearing loss

Requirements

• Great empathy and customer-centric mindset
• Strong work ethic and desire to learn, adapt, and improve
• Ability to learn new systems/technology, including Salesforce, Twilio, Zoom, Outlook, and Chrome
• Reliable network connectivity with hardwired home network and specified download/upload speeds

Benefits

• Remote, full-time schedule with 8-hour shifts and 1-hour lunch
• Guaranteed base rate of $23 per hour plus commissions ($300–$600 per month)
• Full medical, dental, vision, 401K, paid parental leave, open paid time off (PTO), paid sick time, and paid company holidays
• Company sponsored clubs, events, and more