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Starkey Hearing · 1 day ago

Customer Service Audiologist

United States

Full-time

Remote

Entry, Mid Level

$72K/yr - $80K/yr

2+ years exp

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.

Health CareMedical DeviceWellness

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

Qualification

Audiology licenseMaster’s degree in AudiologyHearing aid dispensingClinical Audiology experienceCustomer service experienceComputer literacyWindows XPMS OfficeMS OutlookPowerPointAudiometric equipmentTeamworkCommunication skills