Customer Service Representative - Government Services

We are seeking a friendly, hard-working Customer Relations Representative who will be responsible for consistently serving our Government Services customers (Veteran's Administration, Department of Defense, and Indian Health Services) 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; ensuring always that the Hearing Aids and Wireless Accessories Contract with the VA and company policy and procedures are adhered to.

As an active team member, you will act as a support system for internal and external customers. 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

This position is responsible for consistently serving our Government Services customers (Veteran's Administration, Department of Defense, and Indian Health Services) 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; ensuring always that the Hearing Aids and Wireless Accessories Contract with the VA and company policy and procedures are adhered to.

JOB RESPONSIBILITIES

• Perform consistently in measured core areas.

• Meet average call, email and step volume 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

• 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

• VA Workbench

• Additional internal programs and applications as required

• The declarations are not intended to be an all-inclusive list of the duties and responsibilities of the job described, nor are they intended to be such a listing of the skills

• and abilities required to do the job. Rather, they are intended only to describe the general nature of the job.

• 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.

• Complete and pass product launch modules, HIPAA trainings, and VA-required trainings.

• 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.

Knowledge / Technical Requirements

• Microsoft Office Suite products and applications

• Salesforce/Service Cloud

• Additional internal programs and applications as required

Competencies, Skills & Abilities

• Previous experience where attention to detail is necessary for job success.

• Professionalism in appearance, demeanor, and communication.

• Excellent communication skills and ability to resolve conflict.

• Proven record of exceeding customer's expectations in a fast-paced environment

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