About TruHearing

TruHearing is a rewarding, fun and friendly, mission-based organization that makes a real difference towards improving people�s lives. Our employees enjoy a positive working environment in a company that has experienced rapid growth. We offer a comprehensive benefits package, educational assistance, and opportunities for advancement.

TruHearing is the market leader and a force for positive change in the hearing healthcare industry. We reconnect people to the richness of life through industry-leading hearing healthcare solutions. We work with insurance companies, hearing aid manufacturers, and healthcare providers to reduce prices and expand access to better hearing care and whole-body health.

TruHearing is part of the WS Audiology Group (WSA), a global leader in the hearing aid industry. 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. The WSA portfolio of technologies spans the full spectrum of hearing care, from distinct hearing brands and digital platforms to managed care, hearing centers and diagnostics locations.

About the Opportunity:

This role exists to provide one-call-resolution for Hearing Consultants, Member Services and Provider Support agents for any call that should require going outside of the agent�s department. The Customer & Agent Advocate Team (CAAT) provides knowledge support as well as escalation support to call-center employee calls

What will you be doing?

• Take inbound calls, e-mails, and chats from Provider Support, Member
  
  Services and Hearing Consultants, including escalated & supervisor calls
  
  while maintaining professionalism and providing accurate information to
  
  internal and external customers.
• Take ownership for all issues and inquiries escalated by Provider Support,
  
  Member Services and Hearing Consultants that requires assistance from
  
  outside of their respective departments. This could include discounts and
  
  write-offs for de-escalation.
• Enter tickets for all issues and track them to completion. Maintain a rate of
  
  75% closure within 48 hours.
• Complete weekly, monthly, quarterly, and annual trainings on compliance,
  
  department procedures and continued insurance/partner knowledge and
  
  stay up to date with all email communications sent regarding procedural
  
  changes within the company.
• Attend weekly one-on-one coaching sessions to align with company
  
  initiatives, training opportunities and discuss performance objectives.

What skills do you need to bring?

In addition to exhibiting the TruHearing Values of Going Beyond Together, Pioneering for Better Solutions, and Passion for Impact, this role requires the following skills and competencies:

• Customer Focus � Develops customer relationships over time,
  
  provides services and offerings in the right moment.
• Quality � Consistently meets quality standards of the organization
  
  with limited assistance.
• Problem Solving � Solves known problems with proven solutions,
  
  escalates unusual or novel problems.
• Resilience � Maintains energy in the face of occasional strenuous
  
  work demands.
• Accountability � Operates autonomously in most situations,
  
  communicates limits and needs.
• Initiative � Acts proactively and independently in common
  
  situations, asks appropriate questions, offers appropriate
  
  suggestions.
• Subject Matter Expertise � Applies expertise in common situations
  
  that present limited difficulties, working with a moderate level of
  
  guidance.
• Productivity � Consistently meets productivity standards of the
  
  organization with limited assistance.

What education or experience is required?

Recommended:

• High School Diploma or equivalent.
• One (1) year of experience in customer service

Preferred:

• One (1) year of experience in customer service working with customers from
  
  contracted health plans.

What benefits are offered?

TruHearing offers a generous compensation and benefits package including health coverage, a fully vested 401k match, education assistance, fully paid long and short-term disability, paid time off and paid holidays. We are conveniently located across the street from the Draper FrontRunner station and subsidize the cost of a UTA pass with access to FrontRunner, TRAX and regular bus service � employee cost is less than $2 per day. You�ll work in an exciting and fun environment and have the opportunity to grow with us.

Work Environment:

This job operates in a professional office environment. The role routinely uses standard office equipment such as a laptop, desktop, smartphone, photocopiers, shredders, and filing cabinets. The noise level in the work environment is usually moderate.

Physical Demands:

While performing the duties of this job, the employee is required to use manual dexterity to handle, feel, and operate objects, tools, and controls and reach with hands and arms. This individual is frequently required to stand, talk, and hear. Specific vision abilities of this job include close vision and ability to adjust focus. The employee is required to type, file, and lift office supplies up to 15 pounds.

Equal Opportunity

TruHearing is an Equal Opportunity Employer who encourages diversity in the workplace. All qualified applicants will receive consideration for employment without regards to race, color, national origin, religion, sex, age, disability, citizenship, marital status, sexual orientation, gender identity, military or protected veteran status, or any other characteristic protected by applicable law.