Customer Service Audiologist

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 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

• Play an active role in developing professionally.

• Proactively acquire new knowledge and skills through OneSource or ProSite exploration, department shadowing, and independent research

• Efficiently utilize department approved knowledgebase resources and applications

• Attend and participate in department trainings

• Complete and Pass knowledge refresher course annually

• 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)

• Master's degree or AuD in Audiology required. Audiology license and dispensing permit required.

• Experience (i.e. years of work experience related to the job)

• Minimum 2-years' experience working in a dispensing environment.

• Minimum 2- year Clinical Audiology experience required.

• Minimum 1-year customer service experience preferred.

• Hearing aid dispensing background required.

Knowledge / Technical Requirements

• High degree of computer literacy

• Windows XP, MS Office, MS Outlook, PowerPoint

• Basic audiometric equipment: audiometer, real ear measurement system

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