Customer Service Representative

At WS Audiology, we are the pioneers of innovative solutions, who have a shared passion for positive impact, and always go above and beyond as a team! We are hiring a Customer Service Representative to join our Customer Service team.

About the role:

The Customer Service Representative (CSR) is essential to maintaining a world-class customer experience for WS Audiology Canada customers. As a CSR, you will act as a primary point of contact for customers submitting inquiries and concerns via phone, chat, email, and fax. This role is critical in providing support to our customers as you action requests efficiently, professionally, and positively about our products and services while maintaining accurate records to drive a seamless customer experience.

This is a permanent full-time position based at our WSA Burlington, ON head office in a hybrid working model with 2-3 days per week onsite.

What you’ll be responsible for:

• Providing exceptional customer service: Handle high-volume multi-channel (email, phone, chat, fax) customer inquiries in a timely manner. Respond to customer concerns professionally and proactively. Provide information about WSA products and services. Determine customer requirements and escalate questions and concerns as needed. Perform troubleshooting and resolve product issues and concerns.
• Maintain customer records and files: Maintain electronic customer records based on interactions. Perform order entry based on WSA’s SOPs (standard operating procedures) to ensure accuracy. Process credits.
• Stay abreast of WSA product and services and the hearing care industry: Develop and maintain a knowledge base of the evolving products and services offered. Stay abreast of industry changes and competitive intelligence to best service our customers.
• Additional responsibilities: Support business needs by performing other duties as assigned. Provide support on special products and other members of the department.

What you’ll bring:

• Completion of secondary school or equivalency; post-secondary education, courses or certificates in a related field including customer service, business, administration, hearing care, health care, or a related capacity would be a definite asset.
• 2+ years of direct experience in a high-volume B2B (business to business) customer service capacity handling multiple inbound channels.
• Direct experience working in the health, health technology or products, or electronic product space is strongly preferred. Hearing health or assisted device experience would be a definite asset.
• Bilingualism would be a definite asset in French (or another language), though not an absolute requirement.
• Effective oral and written communication.
• Technical proficiency and comfortability adopting and leveraging new software and tools. Experience with RingCentral (or other virtual calling/faxing platforms), Microsoft Outlook, Microsoft Teams, Microsoft Excel, Salesforce (or other CRM platforms), Magento/Adobe Commerce (or other ecommerce software) is required.
• Commitment to accuracy and maintaining detailed and concise records with direct experience maintaining customer contact records in a CRM platform, ideally Salesforce.
• Team player attitude.
• Commitment to delivering an exceptional customer experience to differentiate WSA and our products within the hearing care market.
• Ability to use sound judgement in decision-making while interacting with customers to ensure the best customer experience.

What we offer:

• An attractive base salary + annual bonus entitlement
• Employer-paid health, dental and vision benefits upon day one of hire
• Generous vacation and personal day policies
• RRSP program with employer-matching starting in your first week
• Education assistance program and ongoing mentorship/professional development opportunities
• A culture that promotes inclusivity and a shared passion in making a positive impact in our community

More about us:

At WS Audiology, we provide innovative hearing aids and hearing health services.

Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world. With us, you will become part of a truly global company where we care for one another, welcome diversity and celebrate our successes.

Sounds wonderful? We can’t wait to hear from you.

WS Audiology is an equal-opportunity employer and committed to creating an inclusive employee experience for all. Regardless of race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status we firmly believe that our work is at its best when everyone feels free to be their most authentic self.

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