BrightOwl Loader Loading

Hearing Consultant I - Outbound - United States  

Sonova (company)


Posted on : 19 June 2017

Project Description

Sonova Holding AG, headquartered in Staefa, Switzerland, is the leading manufacturer of innovative hearing care solutions worldwide. The group operates through its core business brands - Phonak, Unitron, Advanced Bionics and Connect Hearing - and offers its customers one of the most comprehensive product portfolios in the industry – from hearing aids to cochlear implants to wireless communication solutions.

Founded in 1947, the company is currently present in over 90 countries across the globe and has a workforce of over 9,000 dedicated employees. It is a public company, traded on the SIX Swiss Exchange.

Sonova e-HearingCare, SEHC, headquartered in Brentwood, TN, is the business to consumer (B2C) digital marketing and Contact Center for U.S. Sonova subsidiaries. SEHC partners with hearing care professionals throughout the country to assist patients in finding the best hearing solution fit their individual needs. The company also focuses on marketing and operational opportunities across the healthcare industry.
Sonova e-HearingCare / USA / Brentwood
Hearing Consultant I - Outbound
The primary responsibility of a Hearing Consultant – Outbound is to make outbound calls to consumers expressing an interest in finding a hearing solution. From these contacts, the Hearing Consultant – Outbound schedules appointments at partner clinics for the client. The Hearing Consultant – Outbound will be spend approximately at 80% of his/her time making outbound calls to consumers, and 20% receiving inbound calls.

This position requires the ability to make an average of 80-120 outbound calls daily. The role also includes the use of customer management software to manage and track the results of your contacts and different types of lead sources. The role requires a disciplined and organized approach using compassion, active listening, understanding and open ended inquiries to yield the best performance and results.

This position is based out of Brentwood, Tennessee.

Your tasks

• Outbound calling on assigned warm and new potential leads
• Set of qualified appointments for the assigned line of business using scripting guide for the different types of leads
• Collect, record, and accurately maintain pertinent consumer information, and ensure the accurate input of that data into specified Customer Relationship Management (CRM) system
• Answer return inbound calls as needed after initial outbound contact
• Maintain quality service by following organizational standard operating procedures
• Maintain and exceed daily, weekly and monthly appointment (conversion) quotas
• Take inbound call overflow as needed to maintain overall Contact Center client service levels
• Learn and understands basic industry knowledge and vernacular, including measures such as building a product knowledge base around various hearing improvement solutions offered by our Company
• Build relationships and collaborate with network partner front office staff and hearing care professionals
• Comply with all regulatory compliance training, policies and procedures, and Contact Center best practices
• Demonstrate professional phone etiquette and courtesy when interfacing with patients, clients, and co-workers
• Meet and maintains required appointment metrics and contribute to overall department goals
• Contribute to the development and growth of the Contact Center by sharing ideas, assisting in related projects, and helping resolve problems and/or improve productivity
• Other duties as assigned

Your profile

General Skills and Attributes:
• 1 – 3 years of established inside sales and Contact Center experience
• Willingness to make contact and build rapport on the phone on a highly consistent basis
• Comfortability with making an average of up to 120 sales calls per day to warm leads and scheduling appointments
• Excellent interpersonal communication skills with the ability to communicate effectively and articulately in writing and verbally
• Ability to manage time effectively while multitasking in a fast-paced environment
• Effectively manage objection and rejection
• Professional telephone etiquette skills
• Highly motivated
• Strong problem-solving and organizational skills
• Intermediate MS Word and Excel working knowledge
• Proficient order entry speed

• High School diploma or equivalent required
Work Experience:
• At least one-year phone-based inside sales and contact center experience preferred
Sonova e-HearingCare
100 Westwood Place Suite 300
Brentwood, TN 37027
1 (331) 229-8231
Create impact. Transform
Apply Print Recommend