Reporting to the Divisional Sales Director, the Clinical Support Assistant (CSA) will act as a key point of contact for clients in our clinics, providing product knowledge, troubleshooting, and maintenance support. 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 is expected, and access to a vehicle and a valid driver's license is strongly preferred.
What you'll do:
* Assist in troubleshooting client product issues
* Support audiology screenings and clients in Shoebox Hearing Screenings
* Demonstrate product features and benefits to clients
* Assist customers with basic product maintenance and care, including cleaning and checks on hearing aids
* Discuss communicative strategies with customers
* Manage documentation related to customer purchases and insurance claims, including assisting with third-party claims and follow-up
* Identify and capitalize on sales opportunities through various channels (walk-ins, referrals, inquiries, retention practices)
* Conduct follow-up calls for new fittings, recalls, and outbound contacts
* Schedule client appointments and maintain a calendar
* Follow up on missed, late, or outstanding appointments
* Maintain knowledge of hearing aid technology and perform minor repairs and cleaning as required
* Be familiar with assistive listening devices and assist clients with their use
* Participate in community events and organizations to promote HearCANADA (community-based marketing)
* Coordinate with physicians’ offices and referral sources to maximize opportunities
* Represent HearCANADA through partnerships and offsite engagements, including retirement homes
* Perform other duties as assigned to support business needs
What we're looking for:
* Completion of secondary school or equivalent; post-secondary education in related fields such as Communicative Disorders, Personal Support Work, Medical Office, or Health Sciences is a plus
* At least 1 year of experience in a hearing clinic or similar role involving hearing aid care and maintenance
* Over 3 years of customer service experience with a passion for client care
* Ability to work in a fast-paced environment with competing priorities
* Proficiency in MS Office Suite
* Familiarity with hearing tools and software is strongly preferred
* Access to a vehicle and a valid driver’s license is required
* Willingness to travel locally for events and community engagements
* Comfort working with hearing aids and performing maintenance
* Empathy and ability to relate to diverse client groups
* Technical interest and willingness to learn new tools and devices
* Passion for engaging with clients and training them on hearing device use
What we offer:
* Competitive compensation including hourly wage and bonus
* Benefits from day one
* RRSP matching
* Generous time off policies
* Annual education and development allowances
* Expense reimbursement for travel and work-related costs
HearCANADA values fair employment practices and welcomes applications from candidates with disabilities. Accommodations are available upon request during the recruitment process.
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