About the Role
Consumer Relations Specialist
MN, Bloomington
Full time
R23841
Reports to Title: Manager, Consumer Technical Support
Department/Division: Technical Support Services
Primary Work Location: Bloomington, MN (Remote)
Job Code/Classification: Non-Exempt
Position Overview
The Consumer Relations Specialist supports a positive consumer experience with GN ReSound by fielding consumer inquires via multiple channels and responding with professionalism, utilizing the appropriate information and referrals to hearing care professionals.
Essential Functions
- Handle consumer inquiries via phone and email regarding manufacturer policies and product information.
- Direct consumers to Hearing Care Professionals for answers to their inquiries as appropriate.
- Research inquiries by consumers regarding history of hearing aids, accessories, and parts.
- Perform outbound calls to consumers who require follow-up on inquiries.
- Provide referrals for Hearing Care Professional using company systems.
- Collaborate with local customer facing departments as necessary to resolve consumer issues and maintain positive customer relationships.
- Collaborate with international subsidiaries and approved ReSound distributors to help consumers identify Hearing Care Professionals outside the US.
- Document all consumer interactions in systems designated by the company.
- Projects as assigned
Competencies
- Excellent communication skills, both verbal and written.
- Customer focused with strong interpersonal/soft skills.
- Excellent organizational skills with attention to detail and timely follow-through.
- Efficiently task manage while assisting consumers on a call.
- Proficiency with Microsoft Office applications. Able to learn new systems quickly.
Desired Qualifications
Required Education:
- High school diploma or equivalent required.
Experience (Required):
- 1 – 2 years proven customer service experience
- Ability to effectively communicate information and respond to questions from internal and external customers both verbally and via email
Experience (Preferred):
- Experience in effective de-escalation and call management in diverse situations
- Ability to adapt and navigate through diverse customer personalities
- Hearing aid manufacturing and/or industry experience
- Working knowledge of Saleforce.com
Other:
- Follow all company and department policies and procedures.
- Meet all performance and behavior expectations outlined in the company performance appraisal and / or communicated by management.
- Perform responsibilities as directed achieving desired results within expected time frames and with a high degree of quality and professionalism.
- Follow good safety practices in all activities.
- Establish and maintain positive and productive work relationships with all staff, customers, and business partners.
- Demonstrate the behavioral and technical competencies necessary to effectively complete position responsibilities. Take personal initiative for technical and professional development.
- Safeguard sensitive and confidential Company information.
Other Information
Working Environment:
Open office environment, home office (if applicable)
Physical Demands: Sitting most of the day
Position Type and Expected Hours of Work: Full-time position, Monday-Friday, between the hours of 8 am and 6 pm CST dependent on schedule