Consumer Relations Specialist

GN Group•Shakopee, MN

3d•$20 - $21•Remote

About The Position

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

Requirements

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.
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

Nice To Haves

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
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.

Responsibilities

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