Position: Customer Care Representative
Are you passionate about making a real difference in people’s lives? Do you thrive in a role where no two days are the same. Balancing warm, client-focused care with the ability to juggle tasks, solve problems, and keep things running smoothly?
We are a leading hearing clinic (https://hearathome.ca) dedicated to enhancing the lives of individuals with hearing loss. We’re looking for a dynamic, empathetic, and highly capable Customer Care Representative who can deliver exceptional service, think on their feet, and work seamlessly with our practitioners and support team to create an outstanding client experience from start to finish. This role goes beyond a traditional reception position. You’ll be an essential part of the client journey and the daily operations of our clinic.

REQUIREMENTS:

• Strong interpersonal and communication skills, both verbal and written
• A compassionate, client-focused attitude with patience and professionalism
• Well-organized with a keen attention to detail
• Comfortable juggling multiple tasks and adapting to shifting priorities
• able to work calmly during quieter times, but switch into high gear when things get busy
• Confident using Mac computers, in addition to Microsoft Office and scheduling tools
• Proactive and resourceful, with a willingness to problem-solve
• Independent and able to figure things out, yet not hesitant to ask for help when needed. Someone who seeks solutions but also values teamwork
• Previous experience in customer service or healthcare is an asset
• Knowledge of hearing health or audiology terms is helpful, but not essential
• Candidates based on the North Shore will be given preference

• Greet and welcome clients in a friendly, professional manner
• Offer and prepare hot or cold beverages for clients
• Correspond with hearing aid manufacturers and coordinate courier services
• Schedule appointments and manage the clinic calendar efficiently
• Answer incoming phone calls and emails, and respond to inquiries promptly
• Provide accurate information about hearing services and products
• Assist clients in completing required forms and paperwork
• Maintain accurate patient records while ensuring confidentiality
• Process payments, record transactions, and send invoices to clients
• Clean, troubleshoot, and perform minor repairs on clients’ hearing devices
• Monitor and maintain clinic supplies and stock; place orders when necessary
• Process incoming orders and prepare hearing devices for practitioners
• Collaborate with Hearing Aid Practitioners and support staff to ensure a smooth, positive client experience
• Address customer complaints or concerns with patience and empathy, working toward effective resolutions
• Follow up with clients to confirm satisfaction and address any additional needs