Customer Experience Representative

About Yes Hearing

Yes Hearing is an industry-leading start-up in the Direct-to-Consumer hearing aid market. We are passionate about helping people with hearing loss to find the right solution, and we are innovating the hearing industry using a combination of Telehealth technology and home visits to change the way Americans purchase and receive care on hearing aids.

Founded in 2019, Yes Hearing enjoys support and financial backing from top VCs and healthcare investors. We are looking for like-minded individuals who want to help us scale the business, continue to create and provide great experiences to our customers and have fun along the way.

About The Role

Yes Hearing is looking for a Customer Experience Representative to join our team. Your role will include extensive communication with customers and hearing experts to coordinate appointment times, provide ongoing support, liaise directly with suppliers, ensure customer satisfaction and problem solve any issues that arise.

The ideal candidate for this position is someone who can assist customers and schedule a high volume of orders through efficient, friendly, and professional administrative support services. The role will combine elements of customer service and office management.

What You’ll Be Doing

• Provide ongoing customer service, build relationships with new customers and ensure satisfaction at every step of the post-purchase journey.
• Engage with customers and a wide network of hearing experts throughout the post-purchase cycle to answer questions, provide updates, help schedule appointments, and be a professional and well-informed voice of Yes Hearing.
• Place orders, provide regular updates on timing and services, request reviews, and ensure overall customer satisfaction.
• Schedule, track and monitor home visits provided by our network of hearing experts.
• Update customer information and compose notes in the customer service database during and after each customer interaction.
• Establish operational best practice and customer success management.

Requirements

• Excited to work at a rapidly evolving company to change the broader healthcare landscape.
• Strong attention to detail and strong communication skills.
• Positive, enthusiastic, and independent personality.
• Ability to remain calm and composed under pressure with strong organizational capabilities.
• Able to perform under pressure, prioritize and deliver results in a demanding and fast-paced environment which requires fresh thinking and innovation.
• Salesforce experience is a plus.

Job Type: Full-time

Pay: $18.00 - $20.00 per hour

Schedule: Monday to Friday daytime, with 1-2 weekend days per month

Yes Hearing is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you have any questions about this, please contact us.

Benefits

• Opportunities to grow within a fast-paced, innovative company
• Remote-first work environment

• Health insurance
• Dental insurance
• Vision insurance
• Paid time off