Consumer Relations Specialist

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

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Equal Opportunity Employer

GN Hearing is an equal opportunity/affirmative action employer committed to cultural diversity in the workplace. GN Hearing openly supports and is fully committed to the recruitment, training and promotion of all individuals, without regard to race, color, creed, religion, national origin, ancestry, sexual orientation, disability, age, gender, maternity, marital status, status with regard to public assistance or any other classification protected by state, federal or local law or ordinance. Founded in 1869, GN group today operates in more than 90 countries across the world and has more than 6,000 employees. View The EEO is the Law poster and its supplement.
E-Verify

GN Hearing / ReSound participates in E-Verify. View the E-Verify poster here. View the Right to Work poster here.

Disability Accommodation

If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail [email protected]. This email is provided for the purpose of supporting applicants who have a disability that prevents them from being able to apply online. Only emails received for this purpose will be returned. Emails left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.

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