Ear Professionals Group

Customer Retention Specialist

• Conduct outbound and inbound calls to engage and follow up with interested leads, guiding customers from initial interest to purchase
• Execute a high-volume outbound call strategy to drive engagement and convert interest into sales opportunities
• Lead consultative sales conversations to identify customer needs and recommend appropriate Soundly products and services
• Meet or exceed monthly activity, sales, and conversion goals through pipeline management and follow-up
• Engage pre-purchase customers and leads via phone, email, and SMS
• Coordinate between patients and local clinics to ensure smooth care journeys and customer satisfaction
• Support customers from first contact through post-purchase follow-up
• Educate customers on Soundly products, services, policies, pricing, audiology consultations, the 45-day return policy, and price drop guarantee
• Explain hearing care options and align product recommendations with individual hearing needs
• Document customer interactions, manage follow-ups, and create service tickets using HubSpot CRM
• Maintain organized records for sales forecasting, customer continuity, and operational efficiency
• Participate in team stand-ups and collaborate cross-functionally
• Contribute customer insights to improve sales strategies and customer experience

Customer Loyalty Specialist

Analyst

• Support quality and performance improvement initiatives by analyzing operational and customer experience data
• Identify trends, emerging issues, performance opportunities, and root causes
• Use XM Discover and other reporting tools to analyze call quality, operational, and customer experience data
• Perform root cause analysis on quality findings and performance metrics
• Develop, maintain, and communicate quality, performance, and trend reporting
• Provide actionable recommendations to leadership, supervisors, and training teams to reduce errors and improve processes and performance
• Collaborate with call agents and supervisors to identify improvement and education opportunities
• Act as a resource and mentor to others
• Support the training team with call team utilization of SOPs and educational/training classes
• Complete closed-loop follow-up with members or providers when required
• Coordinate work activities with peers or team members
• Plan, prioritize, organize, and complete work to meet established objectives

Customer Loyalty Specialist

Consumer Experience Analyst