Licensed Hearing Instrument Specialist​/Audiologist Call Center Representative

Company Description

Lucid Hearing is looking for a Hearing Instrument Specialist / Audiologist to join our dedicated Customer Solutions Team (Call Center Team). Lucid Hearing is a leading innovator in assistive listening and hearing solutions, and it has established itself as a premier manufacturer and retailer of hearing solutions with state‑of‑the‑art hearing aids, testing equipment, and a vast network of locations within large retail chains.

As a fast‑growing business in an expanding industry, we are constantly searching for passionate people to add to our family of associates.

The HIS/AuD Customer Solutions agent will provide superior customer service for customers and hearing aid center providers. The agent will manage inbound inquiries through various channels: calls, emails, and chats, and will be responsible for guiding customers on how to use and maintain the products they have purchased from us online, through a distributor, or through one of our Hearing Aid Centers.

This is an hourly, full‑time hybrid or remote position. Our call center is open Monday–Saturday, 8:00 am–5:00 pm CST. Employees must be available for full‑time shifts during call‑center operating hours.

• Manage inbound inquiries through calls, emails, and chats.
• Provide customers with direction on using and maintaining purchased products.
• Work on a team of Customer Solutions agents in a call center environment to support customers and licensed Hearing Aid Specialists & Audiologists.
• Analyze test findings and make recommendations based on customers' hearing loss.
• Recommend and dispense assistive listening and hearing solutions.
• Educate patients on using and maintaining hearing aid devices, provide demonstrations via phone.
• Focus on quality, efficiency, and championing internal and external customers.
• Answer inbound technical calls or make outbound calls to assist customers and provide accurate solutions for their inquiries.
• Handle customer complaints, provide appropriate solutions and alternatives, and follow up to ensure resolution.
• Guide customers through troubleshooting, navigating the company site, or using products and/or services.
• Provide patients and customers with guidance on finding the perfect hearing solution and troubleshooting purchased products.
• Review customer orders and provide updates on shipping, warranties, and other account-related statuses.
• Troubleshoot challenges experienced by customers and hearing center specialists.
• Manage inquiries through a call center ticketing system and maintain accurate notes and documentation.
• Partner with internal teams such as Training & Development or IT to provide details for escalated cases and issues.

• Experience working in a call center or customer‑support role, whether onsite or remote.
• Ability to problem‑solve to find the right hearing solution within our product assortment through sales or adjustment recommendations.
• Strong active‑listening and verbal communication skills.
• Proven track record for stellar customer service and proficiency in problem‑solving.
• Passion for championing customer service and motivation for customer satisfaction.
• Ability to succeed in a high‑pressure, fast‑paced environment while remaining calm to better serve customers.
• Ability to multi‑task and manage time effectively.
• Technical aptitude and systems mindset to help customers via phone.
• Patience and compassion.
• Strong attention to detail and time management skills.
• Experience working with PC hardware and software, including general computer and Internet knowledge.

• Must be a Licensed Hearing Instrument Specialist or Dispensing Audiologist.
• High School degree or equivalent.
• Past training in Sales or Customer Service Industry preferred but not required.

We are an Equal Employment Opportunity Employer.