Client Service Administrator

Job Description

Are you a customer service expert that enjoys making connections, solving problems, and helping more people hear better? Are you searching to be part of a team that has a “people-first” attitude which focuses on client centred care? If you are passionate about utilizing your skills to change client’s lives – then we would love to hear from you!

How you will make an impact

As a valued member of our team, you will build a positive and welcoming environment for our clients while maintaining connections and problem solving along the way. You will build positive and collaborative relationships throughout the hearing journey for both the clients we service and the teams you will work with. You will join a strong nation network of modern hearing care professionals who make a positive impact on the day to day lives of Canadians.

Reporting to the Regional Manager, the Client service administrator (CSA) is the first point of contact for most of our clients and is responsible for providing superior client care. The CSA is also responsible for providing administrative support to the clinician’s within the clinic and to head office.

Customer Service

You are the first point of contact for our clients and must provide them with the best customer service in the industry:

Greeting clients
Answering the telephone
Answering client queries

Appointments

You will manage our client appointments and schedule the clinician’s appointments:

Maintaining clinician’s schedules
Triaging all appointments
Changing appointments to accommodate client and clinic needs
Using telephone pathway to book initial client appointments
Contacting existing clients to schedule appropriate appointments.
Following protocols associated with the companies Telephone Performance Analysis, including, and not limited to training, coaching, and evaluating.

Clinic Appearance

You are responsible for the general maintenance of our clinics so that they are a first-class hearing healthcare centre:

Daily cleaning and tidying as needed.
Tidying and organizing Assistive Listening Device (ALD) displays and client waiting area.

Maintaining and ordering office and clinic supplies.

Hearing Professional and Administrative Support

You will provide administrative support for the clinicians in their respective clinic(s) as well as act as an office administrator for the Hearing Healthcare Centre (HHC):

Opening and closing the HHC
Registering all new clients
Maintaining all paper files including creating, organizing, filing, and destroying
Shipping and receiving
Tracking all orders through administration system and shipping log
Preparing orders for fittings
Assisting with local events as needed
Understanding and applying all promotions
Understanding and selling all ALDs
Providing basic hearing aid maintenance including cleaning/checks and tubing changes

What you will need