at Starkey Laboratories, Inc. in Eden Prairie, Minnesota, United States
Job Description
Description
We are seeking a friendly, dedicated Customer Service Audiologist who will be responsible for handling calls from accounts and occasionally consumers for technical and non-technical issues, regarding hearing instruments and related products & services. This fast-paced position will support computer software, hardware, and training to maximize the tools the Starkey company(s) have available. You will serve our customers through various platforms and be responsible for upholding the values and culture of the department through positivity and teamwork. We serve our customers with passion, purpose, and excellence! If this sounds like a good fit, please apply today!
Starkey is a world leader in the manufacturing and distribution of advanced hearing technologies. We are in the business of connecting people and changing lives. Our teams come to work each day focused on ensuring people everywhere have the products and services they need to hear better and live better. Founded in 1967 by Bill Austin, Starkey is known for our cutting-edge hearing health innovations, industry-leading research and development, and not being afraid to push the edge of what's possible. We are headquartered in Eden Prairie, Minnesota, have over 5,000 employees in 29 facilities across the globe, and do business in more than 100 markets worldwide.
Watch this video to see more of what sets Starkey apart.
https://youtu.be/9cUYwTlCepg?si=wkovx8_R_iINfrc6
JOB SUMMARY DESCRIPTION
The Customer Service Audiologist is a key player whose responsibilities include handling challenging calls from accounts and occasionally from consumers for technical and non-technical issues, regarding hearing instruments and related products and services. This fast pace position is responsible for supporting computer software, hardware, and training to maximize the tools the Starkey company(s) have available. Responsible for consistently serving our customers through various platforms. They will be responsible for upholding the values and culture of the department through positivity and teamwork. As an active team member, they will act as a support system for internal and external customers. Expected to serve our customers with passion, purpose and excellence while adhering to company policies and procedures. Must model high quality service and focus on serving with passion, purpose, and excellence.
JOB RESPONSIBILITIES
Perform consistently in measured core areas.
Professionally and consistently follow corporate protocol to resolve calls based on your professional expertise
Meet performance measures as defined in goals and career advancement program
Meet scorecard measurements as defined in goals
Proactively place outbound calls to customers
Successfully complete cycle assessments
Support manufacturing
Place outbound calls, email, or instant messaging to resolve issues raised by internal departments
Document calls
Use corporate system to document outbound and inbound activity
Support accounts with computer, software, and hardware needs.
Use Audiology on demand and other online resources to research and resolve audiological and technical issues
Handle Customer Service/Technical Support overflows Calls
Professionally and consistently follow corporate protocol to resolve and triage overflow calls from customer service
Test and evaluate software and equipment.
Test new software and products prior to release
Maintaining internal continuing education.
Attend training, complete internal training, and assessments, maintain professional licenses
Consistently maintain a positive attitude and be an active and supportive team member
Treat others with respect while speaking in positive words
Be receptive to constructive feedback and deploy the Customer Service Golden Rule.
Customer Service Golden Rule: pass positives up, down, and around and pass negatives up. Share frustrations with someone that can make a difference or decision with the information.
Provide support to your team, department, and internal customers emulating the 'team-first, self-second' mentality
Develop relationships to address customer needs by involving the right people at the right time
Engage in training and/or group email box support
Actively participate in all Customer Relations initiatives
Serve the customer better than anyone else. Serve with passion, purpose, and excellence to foster relationships and trust.
Accurately identify customer requirements, expectations, and needs
Meet the needs of customers and utilize soft skills to maximize call satisfaction
Exceed customer's expectations on every call. Go the extra mile by following through on every promise
Be accountable for complying with policies, procedures, and work requirements
Adhere to the guidelines outlined in the Employee Guidelines document and Market... For full info follow application link.
Starkey Hearing Technologies is an Equal Opportunity Employer Minority/Female/Vet/Disabled.
