Customer Service Advisor-Start Hearing

Starkey Hearing is a world leader in the manufacturing and delivering of advanced hearing solutions. The Customer Service Advisor serves as the primary contact for patients, educating them on hearing aid benefits, scheduling appointments, and ensuring satisfaction throughout their care journey.

Responsibilities

• Respond promptly and thoroughly to patient inquiries via telephone, email, and live chat
• Handle all calls with care in a professional-friendly manner
• Act as first point of contact for patient inquiries on how and where to obtain professional hearing services
• Follow-up and drive a communication plan with patients who have responded to various types of advertising, with the goal of setting qualified in-office hearing appointments and guiding patients to purchase hearing aids
• Approach patients from a sales and support perspective by following script assigned to program/campaign
• Follow up before and after hearing test appointment and hearing aid fitting to ensure patient satisfaction as well as aftercare education
• Communicate effectively with Start Hearing’s Network Providers regarding technology recommendations
• Provide efficient use of data systems to find and recommend local hearing professionals
• Provide valuable “front line” feedback on patient concerns
• Be able to support hearing care professionals and staff on order entry, sales process and payment process when necessary
• Successfully utilize current CRM and B2B2C support tools as a primary business unit driver
• Maintain appropriate knowledge of current Start Hearing and competitor hearing aids to be able to answer comparative questions and lead technology discussions toward scheduling appointments with participating network providers
• Understand brand, sales, provider network & patient structure to direct complex inquiries to appropriate staff

Skills

• High school diploma from an accredited institution; General education degree
• Experience in customer service activities and sales related functions
• Solid computer experience with Windows programs; experience with CRM systems a plus
• Phone sales process and direct selling
• Excellent customer service skills
• Great enthusiasm for helping patients and providers
• Must be an energetic 'self-starter' with the ability to work both independently and within a team
• Demonstrate current knowledge of hearing aid and hearing loss information
• Strong verbal, written and interpersonal skills with the ability to multi-task
• Attention to details and time management are a must
• Previous experience in customer service/support environment
• Must be flexible, proactive and possess perseverance
• Should be able to operate well under tight pressure
• Able to address multiple projects simultaneously
• Good product knowledge preferred but not required

Benefits

• 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
• Tuition reimbursement

Company Overview