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Customer Care Representative

We’re Eargo and we’re on a mission to disrupt and transform the hearing health industry! We’re looking for passionate individuals who jump out of bed in the morning dreaming of new ways to improve the lives of our customers. We’re tech geeks and dreamers. We believe that every voice is unique and every idea is worth talking about. Moreover, we believe in passion and having fun. Because it takes passion to change the world and if you have passion in what you’re doing, you naturally have fun doing it. But, we do have a serious side. Over 48 million Americans currently experience hearing loss and 80% of them do nothing about it. More often than not it’s related to social stigma. This is why we exist…to give people their hearing without the social stigma so that they can go on being the cool person they are. That’s why we get out of bed in the morning and we take that seriously.

Does this sound like a place you want to work? Well, you’re in luck! We’re looking for some great minds to join us on our journey. For the Customer Support Representative position, we're looking for an empathetic communicator and dynamic problem solver. A typical day may include interactions with customers or internal partners through diverse channels, including email, phone, Slack, Google docs, and Salesforce.com. Sometimes this means juggling competing tasks. So, to be successful in this role, you’ll need to have an appetite for learning new technologies, and thrive in a dynamic start-up environment.  

Key Responsibilities:

  • Provide empathetic, world class remote support to our customers (patients)
  • Update customer records in Salesforce.com and other purpose built systems
  • Gain an in-depth understanding of the Eargo product in order to provide comprehensive troubleshooting and customer support
  • Document customer requests, issues, product complaints, adverse events, returns and product requests per standard operating procedures and FDA regulations
  • Handle questions related to the usage of the products providing instructions and guidance
  • Escalate all complex technical or logistical issues to next level of support
  • Represent the voice of our customers by interfacing and collaborating with other internal teams when appropriate

 

Minimum qualifications:

  • Bachelor’s degree or equivalent experience
  • Minimum 2-5 years of experience in a customer support environment
  • Superb verbal and written communication skills
  • Excellent customer service skills in healthcare consumer-based environment with natural aptitude toward empathic listening and engagement
  • Strong interpersonal and collaboration skills
  • Ability to adapt to a rapidly changing environment
  • Pro-active problem solving skills with strong attention to detail
  • Computer proficiency
  • Ability to work both independently and collaboratively with small, cross-functional teams

Preferred qualifications:

  • Educational concentration in psychology, counseling, case management and related healthcare professional fields
  • Experience in a customer support healthcare environment
  • Experience with gdocs, gsheets and gslides
  • Technical troubleshooting skills
  • Bilingual (Spanish) a plus
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