Customer Service Audiologist

Starkey Hearing is a world leader in the manufacturing and distribution of advanced hearing technologies, dedicated to connecting people and changing lives. The Customer Service Audiologist will handle calls for technical and non-technical issues regarding hearing instruments, support software and hardware needs, and uphold the company's values through exceptional customer service.

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

Requirements:

• Master's degree or AuD in Audiology required
• Audiology license and dispensing permit required
• Minimum 2-years' experience working in a dispensing environment
• Minimum 2-year Clinical Audiology experience required
• Hearing aid dispensing background required
• High degree of computer literacy
• Windows XP, MS Office, MS Outlook, PowerPoint
• Basic audiometric equipment: audiometer, real ear measurement system
• Minimum 1-year customer service experience preferred