Customer Experience & Product Specialist en Lucid Hearing Holding Company, LLC

Job Purpose

As a Customer Experience & Product Expert at Lucid Audio, you will provide exceptional support and expert guidance to customers, ensuring a seamless experience with our premium audio products. By leveraging your product knowledge, you’ll address inquiries, troubleshoot issues, and help customers make informed decisions, fostering loyalty and satisfaction with Westone Audio and Etymotic brands.

Summary of Essential Job Duties

The Customer Experience & Product Expert will manage inbound inquiries through multiple communication channels, including phone, email, and chat. This position is responsible for guiding customers on how to use, maintain, and troubleshoot the products they have purchased from Lucid Audio. This is an hourly, full-time position.

Key Responsibilities:

· Provide exceptional customer support in a call center environment, responding to inquiries promptly and professionally through various channels; calls, emails, and chats.

· Educate customers on product usage, maintenance, and troubleshooting, providing detailed demonstrations and instructions via phone or other communication channels.

· Focus on delivering high-quality, efficient service while advocating for both internal teams and external customers.

· Handle inbound technical calls and make outbound calls to assist customers, offering accurate and timely solutions to their concerns.

· Address customer complaints and concerns by providing appropriate solutions, alternatives, and follow-up to ensure resolution.

· Guide customers through troubleshooting procedures, site navigation, and the use of products and services.

· Assist customers in selecting the ideal hearing solutions, addressing product issues, and providing expert guidance on maintenance and care.

· Review customer orders, provide shipping updates, and communicate information regarding warranties and account-related status.

· Troubleshoot and resolve product or service challenges experienced by customers, ensuring thorough and efficient solutions.

· Manage customer inquiries using the call center ticketing system, ensuring accurate documentation and detailed case notes.

· Collaborate with internal team and departments, such as Sales Support, to escalate and resolve complex cases and technical issues.

· Additional duties as needed.

Skills / Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

· Customer Service Excellence - Strong ability to listen, empathize, and communicate solutions clearly and professionally.

· Communication Skills - Excellent verbal and written communication for phone, email, and chat support.

· Technical Aptitude - Ability to quickly learn and explain product functionality, usage, troubleshooting steps, and maintenance.

· Problem-Solving - Strong analytical skills to identify issues, resolve problems, and provide effective alternatives.

· Multitasking - Ability to manage multiple inquiries across different channels (calls, emails, chats) while maintaining quality.

· Call Center Proficiency - Experience with call center systems, ticketing tools, and CRM platforms.

· Patience & Empathy - Ability to remain calm and professional while addressing sensitive customer concerns.

· Detail Orientation - Accuracy in documenting cases, following up with customers, and handling warranty/order information.

· Team Collaboration - Willingness to work with internal teams (e.g., Sales Support, Technical Support) for complex cases.

· Adaptability - Flexibility to work in a hybrid or remote environment and adapt to evolving processes and technology.

· Experience: Handling inbound and outbound calls.

· Experience- Supporting consumer products, electronics or medical/hearing devices is preferable.

· Technical Knowledge – Trouble shooting consumer electronics or/audio/hearing products preferred.

· Technical Knowledge – Proficiency with computers, mobile devices, and internet navigation.

· Technical Knowledge – Experience using CRM/Ticketing System (e.g. Zendesk, Enghouse, Sales Force).

Education, Certificates, Licenses, Registrations

o High school diploma or equivalent required; some college or technical training preferred.

o 1–3 years in a call center, customer support, or technical support role.

o Bilingual (English/Spanish) skills preferred

o Schedule: Full-time/Monday – Friday/Weekends/Flexible hours.

Salary is up to $35K

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