Customer Loyalty Specialist
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Job Description
Customer Loyalty Specialist guiding prospective hearing-care customers through product education and purchase. Managing multichannel outreach, CRM follow-up, and clinic coordination for Ear Professionals Group’s Soundly brand.
Responsibilities:
- 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
Requirements:
- Experience in sales, inside sales, or customer-facing roles with a focus on consultative conversations
- Comfortable working toward sales goals and performance metrics
- Strong communication skills, with the ability to explain products and services clearly and build trust with customers
- Experience using CRM systems and managing customer interactions across multiple channels
- Ability to work effectively in a fast-paced, digital environment
- Strong problem-solving skills and a customer-first mindset
- Ability to work independently and collaboratively as part of a team
- Adaptable and comfortable with change in an evolving business environment
- Reliable home office with high speed internet
Benefits:
- Quarterly incentive
- Performance-based and discretionary incentive programs after a qualifying period
- Reliable home office with high speed internet
- 8-hour shifts scheduled between 8AM and 9PM local time
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