Job Description

Hire Life Recruiting is working with MD Hearing for their Hearing Instrument Specialist position!

This position is 100% REMOTE in the following locations:

• California
• Colorado
• Florida
• Illinois
• Indiana
• Louisiana
• Michigan
• Mississippi
• North Carolina
• Pennsylvania
• Tennessee
• Texas
• Utah

Are you looking for a competitive base wage + commission with great benefits for full-time employees? Want to join a supportive, collaborative team committed to helping people hear better without the extravagant prices?

What if you could walk into work every day knowing the work you do dramatically improves the quality of life for tens of thousands of people per year?

Do you want to be on the leading edge of providing hearing care via telemedicine and virtual hearing support working for one of the largest direct-to-consumer eCommerce companies in Chicago?

What if you could have stepped into a product support position at Warby Parker, Dollar Shave Club, Smile Direct Club, or Casper Mattress right as they started to take off?

If this sounds interesting, keep reading.

We seek a Hearing Instrument Specialist to help expand our customer care and telemedicine programs. Our customer care team is already super helpful and beloved by our customers, and we're expanding to keep up with growing customer demand. You'll help our customers successfully adjust to new hearing expectations, educate them on properly using and caring for their new hearing aids, and upsell appropriate add-on products and services to ensure their success. MD Hearing improves customers' lives through better hearing, and that's where you come in - you'll be the face and voice for our customers.

You must love helping people with a mountain of patience. The ideal candidate will be highly empathetic, patient, and committed to helping customers improve their lives through better hearing with our products and your support. You will thrive in a "Talk and Type" environment and will become a Zendesk master along the way. You will be laser-focused on ensuring new customers stay with us for a lifetime by helping them learn how to use and care for a hearing aid. You will embrace using new technologies to proactively help more customers. You'll be eager to educate your customers so they purchase only what they need to ensure their own success, and you'll be handsomely rewarded financially (and emotionally) for doing so.

Values and Drive - Does This Sound Like You?

• You possess deep empathy for others with a commitment to help others succeed
• You must love helping elderly people, even when they struggle to hear you
• You are relentlessly driven to achieve results; you set goals and cut ineffective activities
• You will never be accused of being a used car salesperson - you are comfortable asking customers for money only when it helps them succeed.
• You're a helpful educator, not a "feature preacher"
• You challenge the status quo and are driven to improve over time
• People around you marvel at your patience with people
• You love to learn and go deep on subjects, you're curious
• You don't pretend to know things you don't know
• You enjoy working with a team of driven, humble people that love to produce results

Who is MD Hearing?

MD Hearing is disrupting the way consumers buy hearing aids, much like Warby Parker, Casper, and Dollar Shave Club disrupted their industries. MD Hearing sells hearing aids "direct to consumer" (D2C) through its website and call centers, without operating a network of stores. This allows us to sell medical-grade hearing aids for hundreds of dollars, instead of thousands of dollars when purchased through traditional channels.

A Chicago Ear, Nose, and Throat doctor founded MD Hearing ten years ago when he got frustrated that the high price of hearing aids forced his patients to spend thousands of dollars or suffer through hearing loss. HAL Investments B.V. ( a Dutch long-term investment company with a market cap of US $12 billion, purchased MD Hearing in 2017. Prior to the purchase, HAL sold its AudioNova hearing aid business (a network of 1,300 European hearing aid retail stores) for nearly a billion dollars in order to focus on selling hearing aids directly to consumers.

MD Hearing combines high-quality, affordable hearing aids with leading-edge software, hardware, customer care, account management, and telemedicine to bring affordable hearing care to everyone. Come join us!

Essential duties and responsibilities

We will count on you to execute tirelessly on the following activities. We hope you grow to take on more than this list, but these represent the minimum you must do to meet expectations.

• Empathetically and patiently coach, educate, and train customers on new hearing expectations, how to properly use and properly care for hearing aids
• Sell appropriate add-on solutions whenever they will help customers be more successful
• Develop and launch effective customer retention strategies designed to ensure customer success
• Reduce the return rate compared to historical return rates
• Embrace new technologies and techniques that will allow you to help more customers
• Increase email and text signups from customers
• Report results on a daily, weekly, and monthly basis

Qualifications

• Demonstrable results as a hearing professional role requiring upsell success. Direct-to-consumer experience is a plus, not required
• Active license in good standing as a Hearing Instrument Specialist/Dispenser, Hearing Aid Salesperson or Dealer is required
• Strong computer skills are essential - you're tech-savvy and curious.
• Proven results in educating or demonstrating complex consumer products in simple, easy to understand terms
• Excellent writing, communication, and people skills
• Experience in telemedicine and remote care is a plus, not required
• If you lack any of these but have the values and drive, show us you can do the job anyway

Extra Credit

We want passionate team members looking to do more and be part of something great. To that end, tell us what you've done that demonstrates that. Have you ever started your own business? Did you put yourself through school? Ever take on a challenge others ran from...and won? Ever been recognized as a customer service champion? Do you have big career goals? Do you read books like Good to Great, Scaling Up, Turn the Ship Around, or First, Break All the Rules for fun? Don't be shy, tell us your story.

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