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 AudioNova 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.