Customer Success & Retention Specialist

Summary

Join hear.com as a Customer Success & Retention Specialist and help transform the lives of customers from the comfort of your home. You will receive in-depth training and earn commission. Daily tasks involve providing excellent customer service, identifying at-risk customers, and contributing to the achievement of customer service KPIs. You will handle high call volumes, provide feedback to improve service, develop individual solutions, and act as a liaison between customers, partners, and sales consultants. This is a remote, full-time position with a competitive compensation package and benefits.

Requirements

• Great Empathy & Customer-Centric Mindset : A natural ability to understand and connect with customers. You genuinely care about customers and focus on providing the best solutions, knowing that success follows
• Growth Mindset : Strong work ethic and desire to learn, adapt, and improve. You're not intimidated by learning new systems/technology – we work with Salesforce, Twilio, along with Zoom, Outlook and Chrome
• Reliable Network Connectivity : You must be able to hardwire to your home network and your download speed must be above 100Mbps and upload speed above 20Mbps. We'll provide the necessary equipment (laptop, monitor, keyboard, mouse, ethernet cable, etc.)

Responsibilities

• Change lives! You know, superhero stuff You'll receive in-depth training from day one, giving you the knowledge needed to be successful (and earn commission!) from the start
• Provide excellent customer service during each call with customers
• Be a retention hero — identify at-risk customers and work your magic to rebuild trust, offer solutions, and keep them with us 💪
• Contribute towards successful achievement of customer service KPI’s (i.e. call time, first call resolution, customer retention and customer satisfaction)
• Handle high call volume - Inbound, Outbound, Email/Chat support 📧
• Help improve our customer service by providing feedback regarding recurring customer issues to further improve our service
• Develop individual based solutions on the requirements of the customer 🫶🏾
• Be able to act as the liaison between customers, Partner's, and Sales Consultants
• Communicate with team to ensure a smooth experience for our customers
• Provide knowledge and in-depth advice for hearing loss

Benefits

• Remote, Full-Time Schedule : Your schedule will be an 8-hour shift with 1 hour lunch between the hours of 8AM – 8PM in your local time zone including rotating Saturdays. Schedules are subject to change
• Competitive Compensation : Guaranteed base rate of $23 per hour plus commissions Performance-based, $300–$600 per month
• Benefits Package : Full medical, dental, vision, 401K, paid parental leave, open paid time off (PTO) policy ️, and paid sick time and paid company holidays