Senior Recipient Support Specialist

This is a fully remote position, open to applicants in California.

📋 Description

• Deliver specialized technical and clinical assistance to Advanced Bionics cochlear implant recipients via phone, video, chat, email, text, Microsoft Teams, and Zoom.

• Diagnose issues with cochlear implant devices, accessories, Bluetooth connectivity, consumer applications, and online platforms.

• Support newly implanted recipients with product orientation, rehabilitation resources, device configuration, and ongoing education about their products.

• Collaborate closely with Customer Service, Clinical Specialists, Audiologists, and Field Teams to ensure outstanding outcomes for recipients.

• Assist recipients in utilizing myABOnline and other digital consumer platforms.

• Evaluate recipient satisfaction and pinpoint opportunities for equipment upgrades, accessories, service contracts, or discussions regarding second-side implantation.

• Record recipient interactions and relay recommendations to clinical teams when necessary.

• Maintain exceptional levels of recipient satisfaction while achieving key performance indicators (KPIs) related to service quality and responsiveness.

• Act as the initial point of escalation for intricate recipient inquiries and technical challenges.

• Train, coach, and mentor new Recipient Support Specialists.

• Oversee KPI reporting and actively participate in team performance meetings.

• Promote ongoing process improvements and take on additional projects as assigned.

⛳️ Requirements

• Bachelor's degree or higher.

• At least 5 years of direct clinical experience with cochlear implants, including troubleshooting and programming.

• In-depth knowledge of Advanced Bionics products and troubleshooting resources.

• Strong organizational and prioritization abilities.

• Exceptional written, verbal, and presentation skills.

• Capability to establish trusted relationships while providing outstanding customer experiences.

• Proficient in computer applications, including Microsoft Office and Salesforce.

• Fluent in English.

• Over 5 years of experience in the cochlear implant industry, manufacturing, or sales (preferred).

• Previous experience in leadership, mentoring, or coaching (preferred).

• Familiarity with legacy cochlear implant devices and troubleshooting (preferred).

• Proficiency in Spanish and/or French (preferred).

🏝️ Benefits

• Health insurance.

• 401(k) matching.

• Flexible working hours.

• Professional development opportunities.