Customer Service Representative

Starkey Hearing Technologies is a privately held, global hearing technology company headquartered in Eden Prairie, Minnesota. Founded by Bill Austin in 1967, Starkey is known for its innovative design, development and distribution of comprehensive digital hearing systems. Starkey is the only American-owned and operated provider of hearing technologies. We have more than 5,000 employees, operating in 24 facilities and doing business in more than 100 markets worldwide.

The Special Instruments Customer Service Representatives are responsible for handling challenging calls from Hearing Professionals wanting help on Audiometric equipment related software (modules, Databases, ETC) and PC issues. This position will have the individual responding to operator error issues, errors messages from browsers, client software packages, office management systems, Audiometric Equipment and mobile devices. The representative will be expected to serve the company's external and internal customers using various platforms including phone, emails, screen sharing tools, and instant messaging. They will help our customers with passion, purpose and excellence while following the company policies and procedures. They will be responsible for upholding the values and culture of the department through positivity and teamwork.

Job Duties:

Customer service 1.Support customers with operational Audiological Equipment questions.

2.Assist customers with software issues related to computer operating systems, networks, Industry based software (Noah, Inspire, Maestro, ETC)

3.Remotely trouble shoot hardware issues related to Audiometric Equipment, Programmers, Modification Equipment, Sound Rooms and related items.

1.Document inbound and outbound calls in corporate tracking system/s (Customer First or similar CRM)

Sales 1.Assist customer and sales with choosing best fit for them Audiometric, Programming, Modification, Computer, ETC equipment for their offices.

2.Work with customers and sales to create quotes.

3.Create orders and inform customer and sales on lead times for the order.

Training

1.On the job training for audiometric equipment

2.On the job training for new and updated software (Noah, Maestro, Otometrics, etc.)

3.Internal software (Customer First, Oracle, Logmein123, etc.)

Service 1.Assist customer with support incident numbers for sending items in for service or calibration.

2.Updating firmware on customers equipment.

3.Updating Speech files on customers Audiometers.

4.Results - Performance Measures (How to Measure Success)

Requirements:

Education:

High School Diploma required. Bachelor's degree or its equivalent and 2-4 years of experience in the field or in a related area is a nice to have but not required.

Experience:

Extensive operating system and hardware knowledge and experience required. Minimum 1-year

Experience working in a customer service environment required.

2-year experience working in a hearing aid manufacturing environment preferred.

Knowledge

High degree of computer literacy

Windows OS, MS Office, MS Outlook, PowerPoint

Basic audiometric equipment: audiometer, real ear measurement system

Skills & Abilities

Excellent oral and written communication skills required across groups that include, customers, consumers, and colleagues

Ability to understand technical information is required.

Ability to understand and communicate technical information to a variety of disciplines

Excellent organizational skills

Excellent problem-solving skills

Excellent people skills

Ability to adapt with an ever-changing marketplace

Ability to work well with people required including in person and by telephone.