Reporting to the Divisional Sales Director, the Clinical Support Assistant (CSA) will act as a key point of contact for clients in our clinics from a product knowledge, troubleshooting, and maintenance perspective. This is a permanent full-time role based at our Kingston, ON HearCANADA clinics (support will be provided at the Princess/Centennial clinic and the downtown clinic). Some local travel will be expected and as such, access to a vehicle and a valid driver's license is strongly preferred.
What you'll do:
1. Assist in troubleshooting client product issues
2. Provide support in Audiology screenings and support clients in Shoebox Hearing Screenings
3. Demonstrate product features and benefits to clients
4. Assist customers in basic product maintenance and care including performing clean and checks on hearing aids
5. Discuss communicative strategies with customers
6. Manage documentation pertaining to customer purchases and insurance claims that may include, assisting the customer with third party claims and processes, and providing follow up
7. Recognize and capitalize on sales opportunities through various mediums (walk-ins, customer referrals, telephone inquiries, retention practices, etc.)
8. Conduct effective telephone follow up for new fittings (48 hours follow up calls), recalls and outbound calls
9. Schedule client appointments and maintain a strong calendar
10. Conduct telephone follow ups for missed, late, or outstanding appointments
11. Maintain basic knowledge of hearing aid technology and be able to perform cleaning functions and in-office minor repairs depending upon requirements
12. Maintain knowledge of assistive listening devices and ability to demonstrate/orient client to use hearing devices and accessories
13. Identify and participate in community events and organizations to promote HearCANADA (community-based marketing, CBM)
14. Act as a liaison with physicians’ offices and other referral sources to maximize opportunities
15. Act as an ambassador for HearCANADA through partnerships with offsite engagements with other healthcare settings including retirement homes.
16. Other duties as assigned to support the needs of the business.
What we're looking for:
17. Completion of secondary school or equivalency; post-secondary education in a related field such as Communicative Disorders Assistant, Personal Support Worker, Medical Office, Health Sciences, etc. would be a definite asset
18. A minimum of 1 year of experience working in a hearing clinic or similar capacity where hearing aid care and maintenance was a fundamental aspect of the role.
19. 3+ years of experience in a customer or client service capacity with a passion for delivering exceptional client care
20. Experience in a fast-paced environment with competing priorities.
21. Experience using MS Office Suite
22. Familiarity with hearing tools and software is strongly preferred
23. Access to a vehicle and a valid driver’s license is required
24. Willingness to participate in local travel for events and community engagements is required
25. Comfortability in working with hearing aids and performing maintenance
26. Empathy and the ability to relate to diverse client groups is required
27. Technical acumen and an interest in learning new tools, devices, and software
28. A passion for engaging with clients and training them on proper use and adoption of hearing devices
What we offer:
29. Competitive compensation package including an attractive hourly wage + a bonus program
30. Benefits commencing on day one of hire
31. RRSP matching
32. Generous time off policies
33. Annual education expense account + learning and development opportunities
34. Expense program for ease of travel and work-related expenses
HearCANADA is committed to fair and accessible employment practices, and we welcome and encourage applications from candidates with disabilities. Accommodations are available on request for candidates taking place in all aspects of the selection process.