Customer Care Center Team Lead

AudioNova, A Sonova Brand

Location: Aurora, IL

750 N. Commons Dr, Suite 200, Aurora, IL 60504

Salary Range: $63,000-68,000 annually

Office Hours: Monday-Friday, 8:30am-5:00pm

Hybrid Schedule: Tuesday, Wednesday & Thursday in Office

What We Offer:

*Medical, Dental, Vision Coverage

*401K with a Company Match

*FREE hearing aids to all employees and discounts for qualified family members

*PTO and Holiday Time

*No Nights or Weekends!

*Legal Shield and Identity Theft Protection

*1 Floating Holiday per year

Position Summary

The Team Lead is responsible for mentoring all levels of Hearing Consultants and can successfully exceed the standard performance goals and metrics of a Hearing Consultant. A Team Lead helps to achieve increased scheduling conversion rate to appointments and coaches their team against marketing strategies. A Team Lead has thorough knowledge of Connect Hearing best practices and is viewed as a go-to person on their team. They understand how the business operates within the Sonova framework and are aware of the competition and the factors that differentiate them in the market.

Responsibilities

*Expert in conceptual and practical Connect Hearing processes and has moderate knowledge of related Sonova disciplines

*Provides continual evaluation of processes and procedures and is responsible for suggesting methods to improve operations, efficiency and service to both internal and external customers

*Works as a member/ leader of special or ongoing projects that are important to process improvement

*Provides daily direction and communication to employees so that client calls are answered timely, efficiently and in a knowledgeable manner

*Provides coaching, counseling, direction and resolution to call center agents that is based on statistical and performance driven data on a regular basis

*Leads a team by acting as a mentor and coach, encourages others to meet and exceed goals

*Drives the team to increase conversion rate through morale boosting exercises

*Communicates complex ideas, anticipates potential objections and able to persuade others

*Promotes a collaborative, positive work environment

*Identifies training opportunities based on coaching with each team member

*Works directly with contact center director and training manager to ensure training needs and performance initiatives are prioritized

*Impacts the achievement of customer, operational, or project objectives, as well as sales objectives

*Able to solve complex problems and takes a broad company perspective to identify innovative solutions

*Audit Inbound and outbound phone calls and/ or correspondence, observe performance, technique, and application of guidelines and procedures of the team

*Evaluate and record the quality and performance during each call

*Coordinate with management to ensure the appropriate number of audits are completed each month

*Upon request attend management meetings and provide input

*May handle calls dependent on call volume and training needs periodically

*Operates within state and local laws

*Other duties as assigned

Qualifications/Skills

General Skills and Attributes:

*Excellent interpersonal communication skills with the ability to communicate both written and verbally

*Ability to work independently

*Persuasive negotiating skills to influence outcomes

*Strong relationship building and counseling skills

*Ability to work in a fast paced environment

*Strong organizational skills

*Proficient computer Skills

Eligibility Requirements:

*Have excellent attendance

*Proven track record of promoting a positive work environment

*No disciplinary action in the past 6 months

*Strongly believe in provider relations and the HP Experience

*Support training modules and consistent approach to training

Education:

*High School Diploma or Equivalent

*Associate's degree Preferred

Work Experience:

*3+ years in a health care environment is preferred

*Previous sales and customer service experience is required

*Proven marketing, sales and business growth success within a customer-focused environment preferred

Statement of Other Duties:

This document describes the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described.