Department Lead, Assistive Technology Center

The Department Lead for the Assistive Technology Center oversees the daily operations of the Assistive Technology Center (ATC), ensuring high-quality customer service, product sales, and program efficiency. This role provides direct support to ATC customers while also overseeing day-to-day operation, managing inventory, and ensuring adherence to HEAR Wisconsin protocols and procedures. Reporting to the Director of Program Performance, this position plays a key role in advancing the organization’s assistive technology services and outreach efforts., · Oversee daily operations of the ATC, ensuring smooth workflow and excellent customer service.

· Serve as the primary contact for assistive technology and hearing aid accessories.

· Provide demonstrations of ATC products to educate and assist customers.

· Process hearing aid battery orders using the Forward Card system.

· Act as a consultant for the TEPP voucher program, assisting customers with eligibility and applications.

· Maintain and update customer records in the Salesforce database.

· Complete customer orders, including invoicing, shipping, and handling returns or exchanges.

· Unpack and organize inventory, including special-order items.

· Enter TEPP/TAP applications and process vouchers and orders.

· Respond to customer inquiries via phone, email, and videophone.

· Offer technical support and troubleshooting assistance for assistive technology products.

· Conduct home visits when necessary to assist customers with technology setup or troubleshooting.

· Attend resource fairs to present assistive technology products when necessary.

· Ensure a clean, organized, and professional workspace.

Supervisory Responsibilities:

· Provide day-to-day guidance and support to ATC staff, ensuring operational efficiency.

· Assist in developing and implementing procedures to improve ATC operations and customer satisfaction.

· Coordinate work schedules and assign daily tasks to ensure appropriate coverage and workflow.

· Serve as the primary point of contact for troubleshooting operational challenges within the ATC.

· Collaborate with the Director of Program Performance on operational improvements and strategic initiatives.

· High school diploma or equivalent required; associate or bachelor’s degree preferred.

· Minimum 2-3 years of experience in customer service, retail sales, or assistive technology.

· Strong leadership and team coordination skills, with experience managing day-to-day operations.

· Excellent communication and interpersonal skills, with the ability to engage and educate customers.

· Ability to learn and demonstrate a variety of assistive technology products.

· Proficiency in basic computer applications and customer relationship management (CRM) software (Salesforce experience preferred).

· Strong organizational skills and attention to detail.

· Ability to handle multiple tasks and work effectively in a fast-paced environment.

· American Sign Language (ASL) proficiency is a plus.

Job Type: Full-time

Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

It is no secret that lives are changed forever at HEAR Wisconsin. Founded in 1926, the state-wide nonprofit organization helps infants, children, and adults who are Deaf or hard of hearing by providing the support and services they need to live full, successful lives. Each year HEAR Wisconsin provides critical services to thousands of individuals through its Kellogg Child & Family program, Audiology Clinic, Assistive Technology Center, Adult Day Service program, and Mobile Audiology Clinic.