Do you want to walk into work every day knowing the work you do dramatically improves the quality of life for tens of thousands of people per year?
Do you ever imagine what it feels like when a customer thanks you for helping them enrich their life simply by helping them succeed with the products and services that you offer?
Do you want to be on the leading edge of providing hearing care via telemedicine and virtual hearing support working for one of the largest direct to consumer eCommerce companies in Chicago?
What if you could have stepped into a product support position at Warby Parker, Dollar Shave Club, Smile Direct Club or Casper Mattress right as they started to take off? If this sounds interesting, keep reading.
We seek a Hearing Success Specialist to help expand our product support and telemedicine programs. Our responsive customer support team, based in Southfield, MI, is already super helpful and beloved by our customers, and we’re expanding to keep up with growing customer demand. It’s time to add another call center in Chicago to help even more customers by expanding our hours. You’ll help our customers successfully adjust to new hearing expectations, educate them on properly using and caring for their new hearing aids, and upsell appropriate add-on products and services to ensure their success. MD Hearing improves customers’ lives through better hearing, and that’s where you come in – you’ll be the face and voice for our customers.
You must love helping people with a mountain of patience. The ideal candidate will be highly empathetic, patient and committed to helping customers improve their lives through better hearing with our products and your support. You will thrive in a “Talk and Type” environment and will become a Zendesk master along the way. You will be laser-focused on ensuring new customers stay with us for a lifetime by helping them learn how to use and care for a hearing aid. You will embrace using new technologies to proactively help more customers. You’ll be eager to educate your customers so they purchase only what they need to ensure their own success, and you’ll be handsomely rewarded financially (and emotionally) for doing so.
Values and Drive – Does This Sound Like You?You possess deep empathy for others with a commitment to help others succeedYou must love helping elderly people, even when they struggle to hear youYou are relentlessly driven to achieve results; you set goals and cut ineffective activitiesYou will never be accused of being a used car salesperson – you are comfortable asking customers for money only when it helps them succeed. You influence only after you educate, inform and help. You challenge the status quo and are driven to improve over time.You use data and technology to be more effective People around you marvel at your patience with peopleYou love to learn and go deep on subjects, you’re curiousYou don’t pretend to know things you don’t knowYou enjoy working with a team of driven, humble people that love to produce results
Who is MD Hearing?
MD Hearing is disrupting the way consumers buy hearing aids, much like Warby Parker, Casper and Dollar Shave Club disrupted their industries. MD Hearing sells hearing aids “direct to consumer” (D2C) through its website and call centers, without operating a network of stores. This allows us to sell medical-grade hearing aids for hundreds of dollars, instead of thousands of dollars when purchased through traditional channels.
A Chicago Ear, Nose and Throat doctor founded MD Hearing ten years ago when he got frustrated that the high price of hearing aids forced his patients to spend thousands of dollars or suffer through hearing loss. HAL Investments B.V. (www.halinvestments.nl), a Dutch long term investment company with a market cap of US $12 billion, purchased MD Hearing in 2017. Prior to the purchase, HAL sold its AudioNova hearing aid business (a network of 1,300 European hearing aid retail stores) for nearly a billion dollars in order to focus on selling hearing aids directly to consumers.
MD Hearing combines high-quality, affordable hearing aids with leading-edge software, hardware, customer care, account management, and telemedicine to bring affordable hearing care to everyone. Come join us!
Essential duties and responsibilitiesWe will count on you to execute tirelessly on the following activities. We hope you grow to take on more than this list, but these represent the minimum you must do to meet expectations.
Empathetically and patiently coach, educate, and train customers on new hearing expectations, how to properly use and properly care for hearing aidsDevelop and launch effective customer retention strategies designed to ensure customer success for a lifetimeReduce the return rate compared to historical return ratesSell appropriate add-on solutions whenever they will help customers be more successfulEmbrace new technologies and techniques that will allow you to help more customersIncrease email and text signups from customersReport results on a daily, weekly, and monthly basis
QualificationsDemonstrable results as a Hearing Instrument Specialist/Dispenser, Hearing Aid Salesperson or Dealer would be a huge plus, but not requiredDemonstrable results in a hearing clinic is a plusProven results in a call center for a direct to consumer companyProven results in a customer service position that requires upsell success, preferably in a call center or in a direct to consumer environment Experience serving elder adults or people with hearing loss is a plusExperience in caregiving or nursing position is a plusStrong computer skills are essential – you’re tech-savvy and curiousProven results in educating or demonstrating complex consumer products in simple, easy to understand termsExcellent writing, communication, and people skillsEducation: degree or progress toward any Speech and Hearing Sciences degree, Hearing Instrument Dispensary Certificate, or progress toward a Doctor of Audiology degree are a huge plus, but not requiredExperience in telemedicine is a huge plus, but not requiredIf you lack any of these but have the values and drive, show us you can do the job anyway
Extra CreditWe want passionate team members looking to do more and be part of something great. To that end, tell us what you’ve done that demonstrates that. Have you ever started your own business? Did you put yourself through school? Ever take on a challenge others ran from…and won? Ever been recognized as a customer service champion? Do you have big career goals? Do you read books like Good to Great, Scaling Up, Turn the Ship Around, or First, Break All the Rules for fun? Don’t be shy, tell us your story.