Customer Service Representative

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!

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

Schedule will be 10:30am-7pm CST shift for remote employees, earlier shifts available for onsite employees if desired.

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.
  
  
  
  

Salary and Other Compensation:

The target pay range for this position is between $20.19-$25.00 per hour. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

This position is eligible for a bonus based upon performance results. There is no guarantee of payout.

Benefits:

The following benefits for this position, subject to applicable eligibility requirements, include medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, short-term disability insurance, long-term disability insurance, employee assistance program, hearing aid benefits, PTO, paid holidays annually, floater days annually, volunteer service day annually, paid paternity leave, and tuition reimbursement.

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