Customer Service Representative - Eden Prairie, United States - Starkey Hearing Technologies

Starkey Hearing Technologies Eden Prairie, United States

3 weeks ago

Regular, Full time

Description

We are seeking a friendly, hard-working Customer Service Representative who will be responsible for engaging with customers to process sales orders and respond to customer requests in a fast-paced environment. This role is located at our headquarters, in Eden Prairie, MN, though flexible work or remote possibilities maybe be available for the right candidate. Our comprehensive training program provides the technical knowledge to consult with our customers to ensure product requests meet patient needs. This is an ideal position for a career minded Customer Service professional. We serve our customers with passion, purpose, and excellence If this sounds like a good fit, please apply today

Hearing is key to our health and happiness. Starkey is much more than the hearing aids we produce. We are in the business of connecting people and changing lives. We believe being able to hear the world and the people around us is as essential to the human experience as breathing. Many recent advances are already being recognized as disruptive technologies that have positioned Starkey hearing aids as the industry's first devices that go beyond providing just audiological amplification. Our hearing aids now incorporate Artificial Intelligence, embedded activity sensors, language translation and transcription services, as well as an always-on personal voice assistant.

At Starkey, we are in the business of connecting people and changing lives. As a world leader in the manufacturing and delivering of advanced hearing solutions, we go to work each day to ensure every person on the planet has the opportunity to hear their very best. Founded in 1967, Starkey is known for its innovative design, development and distribution of comprehensive digital hearing systems.

Headquartered in Eden Prairie, Minnesota, Starkey has more than 5,000 employees globally, operates 29+ facilities and does business in more than 100 markets worldwide.Here's a video about the people behind Starkey's groundbreaking innovation:

JOB SUMMARY DESCRIPTION

This position is responsible for consistently serving our customers through various platforms including calls, emails, and online services. 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.

JOB RESPONSIBILITIES

Perform consistently in measured core areas.
- Meet average call, email and quality expectations.
- Proactively make delight calls to customers.
- Minimize missed or late answered calls.
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.
- Aim for "First Call Resolution" for our customers.
- As a Customer Service Representative, engage in training, special projects, group email box support, and/or initiatives.
Serve the customer better than anyone else.
- 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 Development Handbook.
- Maintain a sense of urgency in monitoring the calls in queue.
- Adhere to work and lunch schedules to demonstrate commitment to serving our customers and team.
Mastery of Systems
- Microsoft Office Suite products and applications
- Salesforce/Service Cloud
- Additional internal programs and applications as required
Play an active role in developing professionally.
- Proactively acquire new knowledge and skills through StarkeyHub or ProSite exploration, department shadowing, and independent research.
- Efficiently utilize department approved knowledgebase resources and applications.
- Attend and participate in department trainings.
- As a Customer Service Representative, complete and pass product launch modules.
- As a Customer Service Representative, complete knowledge refresher courses as needed.
Develop mastery in specified competencies.
- Deliver Results -Take personal responsibility for delivering maximum results.
- Focus on Customers - Focus on the customer by serving them better than anyone in the industry.
- Communicate Clearly - Create clarity and understanding through clear communication
- Foster Teamwork and Trust - Maintain a committed servant attitude to foster teamwork and trust.
Other duties/responsibilities as assigned

JOB REQUIREMENTS

Minimum Education, Certification and Experience Requirements

Education (i.e. 4-year college degree, license, certification)
- College degree or four years of customer service experience
Experience (i.e. years of work experience related to the job)
- Four years of customer service experience.

#LI-KS2

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR c)

Starkey Hearing Technologies is an Equal Opportunity Employer Minority/Female/Vet/Disabled.

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