Client Care Admin

Remote

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Eargo Inc.
Hear life to the fullest with Eargo's virtually invisible, comfortable and rechargeable hearing aids.
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We’re Eargo and we’re on a mission to disrupt and transform the hearing health industry. We’re looking for those 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.
Over 44 million Americans currently experience hearing loss and 73% of them do nothing about it. Their denial has many different shades, but more often than not it’s related to social stigma. We at Eargo 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. And we’re looking for some great minds to join us on our journey.
SummaryYour primary role is to provide support services to the Client Care Team as directed by the VP of Professional Support & Sr. Manager of Client Care.

Essential Job Duties and Responsibilities

  • Provide an exceptional client experience, for both internal and external clients
  • Be an expert on Eargo devices and processes
  • Responsible for updating databases, generating various reports, providing data analysis to management, and updating applicable processes as requirements change
  • Assist the Training Team in the onboarding process of new Client Care team members, including but not limited to providing Salesforce training, assisting with the creation and maintenance of related training documents, and being an ongoing point of contact for system questions
  • Assign team tasks as necessary and distribute work among internal teams
  • Identifies process gaps, recommends and implements solutions to help improve process efficiencies Assist Technical Client Care Team members with scheduling or rescheduling support appointments
  • Assist as a point of contact between Client Care and partner teams
  • Complete account research to assist with issue resolution as needed
  • Assist with rewards and recognition activities for the Client Care team
  • Partner on workforce manager duties to assist with the management of Client Care calendars including, but not limited to, updating the team time-off calendar as requests are approved by manager, coordinating team coverage for case load and on-call schedule, rescheduling client appointments as necessary, regular communication to other departments concerning on-call coverage and team schedules as appropriate
  • Partner to support Client Care Supervisors with offline work as requested
  • Performs other similar or related duties, as assigned such as client experience or service recovery follow-up work Assist with meeting agenda and meeting minutes for team distribution
  • Monitor the volume of all Client Care case queues to identify trends or gaps and communicate findings/recommendations to the management team

Requirements

  • Demonstrated aptitude and love for providing exceptional customer service
  • Strong understanding of company products, policies, and services.
  • Excellent problem-solving skills.
  • Analytical, efficient, and thorough.
  • Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
  • Stamina and focus to provide support to the team throughout the day
  • Excellent written and oral communication skills
  • A team player with a proactive, make-it-happen attitude
  • Proficiency with Microsoft Word and basic Excel a must
  • High school diploma or equivalent, bachelor’s degree preferred2-3+ years of customer service experience preferred
Eargo is an Equal Opportunity Employer committed to hiring a diverse workforce. All employment is decided upon the basis of qualification, merit and business need. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. We offer a competitive compensation and benefits package including stock options.
Job region(s): Worldwide/Anywhere
Job stats:  15  3  0
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