Consumer Relations Specialist
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
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
Benefits
- Generous Benefits including PTO and Paid Holidays
- 401k with Company match
- Paid Parental Leave & Transition Back to Work Benefits
- Company HSA Contributions
- Free Hearing Aids for Family Members
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
