Customer Service Rep

Position:

Customer Care Representative

Reports to Title:

Customer Care Supervisor/Manager

Department/Division:

Customer Care

Primary Work Location:

Bloomington

Job Code/Classification

Non-Exempt

Revision Date:

May 2023

Position Overview

The Customer Care Representative is responsible for engaging with customers on behalf of GN ReSound. Their duties include, but are not limited to, answering phone calls and emails from customers to answer questions, participate in meetings with the interdepartmental meetings including with Sales teams to discover new communication tactics and maintain expert knowledge about company products and services to best help customers.

Essential Functions (Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• Manage inbound calls from various phone queues and other customer interactions such as email.

• Shall have the ability to analyze complex problems and recommend, monitor, and execute best practice solutions.

• Handle customer inquiries regarding order status and delivery dates, product warranty status, product options and specifications, dispenser referrals, etc.

• Collaborate with Sales counterparts by proactively contacting customers to discuss and resolve sales and service inquiries.

• Utilize salesforce.com to document customer interactions, identify opportunities and need to file customer complaints and/or business-related issues, provide feedback to the customer regarding process improvements made and/or service action taken.

• Research and resolve inquiries regarding mis-shipments, finance matters, and history of devices.

• Provide support for customer facing platforms such as ReSoundPro (e-commerce), GN Online Services, and Accelerate (customer loyalty program).

• Actively pursue opportunities for Continuous Improvement and implementation.

• Perform responsibilities as directed achieving desired results within expected time frames and with a high degree of quality and professionalism.

• Establish and maintain positive and productive work relationships with all staff, customers, and business partners.

• Perform other duties and/or special projects as assigned.

Competencies (Knowledge and Skills needed for this position.)

• Team work ethic and ability to create a positive customer experience.

• Exhibit excellent telephone etiquette including professionalism, empathy, and problem resolution skills.

• Strong communication skills both verbal and written.

• Exceptional organizational skills.

• Take personal initiative for technical and professional development.

• Ability to work in a high fast paced, multi-tasking environment

Desired Qualifications

Required Education:

• High school diploma and/or equivalent.

Preferred Education:

• Post-secondary education, including Associate's Degree or higher, strongly preferred

Experience:

• 2+ years of customer service experience

• Proficient in Microsoft Office business applications including Outlook and Excel

• Ability to communicate information and respond to inquiries from both internal and external customers, verbally and written.

Travel:

• 0%-5% based on opportunity and need

Other:

Other Information

Direct reports:

n/a

Indirect reports:

n/a

Working Environment:

Open office setting with adjustable standing/sitting office furnishings

Physical Demands:

Must be able to lift up-to 10lbs if required

Position Type and Expected Hours of Work:

Full-time Monday-Friday, 40 hours per week, plus overtime as needed.