Customer Experience & Fulfillment Associate

Yes Hearing is an industry-leading start-up in the Direct-to-Consumer hearing aid market. Since our founding in 2019 we have strived to advance access to hearing aids for the 30 million Americans that currently suffer from hearing loss, yet do not own hearing aids. We are using a combination of technology and home visits to change the way Americans purchase and receive care on hearing aids.

We are a mission-driven company looking for someone with experience in audiology office management and customer service who wants to work for a fast-paced, high-growth business which makes a difference.

About The Role
As a Customer Experience and Fulfillment Associate at Yes Hearing, you will play a crucial role in ensuring our customers receive exceptional service and support. This hybrid role involves providing remote customer service assistance and hands-on order fulfillment. You will be the bridge between our customers and their hearing solutions, ensuring a smooth and satisfying experience from start to finish. This role will work closely with our Fulfillment Manager and Director of Customer Experience.

Key Responsibilities

• Customer Experience:
• Provide exceptional remote customer service via phone, email, and live chat.
• Assist customers with inquiries about products, services, and orders.
• Troubleshoot and resolve customer issues promptly and efficiently.
• Educate customers on product features, benefits, and proper usage.
• Maintain accurate and detailed customer records in the CRM system.
• Order Fulfillment:
• Process and fulfill customer orders accurately and efficiently.
• Manage inventory levels and ensure stock availability.
• Coordinate with the warehouse team to ensure timely and accurate order shipments.
• Handle returns, exchanges, and repairs in a timely manner.
• Maintain a clean and organized fulfillment area.
• Cross-functional Collaboration:
• Work closely with the sales, marketing, and technical support teams to provide a seamless customer experience.
• Communicate customer feedback and insights to relevant departments for continuous improvement.
• Participate in team meetings and contribute to process improvement initiatives.

This person will work from our Brentwood, TN office Monday-Friday, with 1 or 2 weekend days per month as needed.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you have any questions about this, please contact us.

Please do not call our sales line regarding this position.

Requirements

• Previous experience in customer service and/or order fulfillment preferred.
• Excellent communication skills, both written and verbal.
• Strong problem-solving abilities and attention to detail.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Proficiency in using Excel/Google Sheets, CRM software, and other relevant tools.
• Positive attitude and a strong commitment to providing outstanding customer service.
• Ability to work independently as well as part of a team.

Benefits

• Opportunities to grow within a fast-paced, innovative company

• Health insurance
• Dental insurance
• Vision insurance
• Paid time off