Customer Service Representative-French

Job Details

Description

At Starkey, we are in the business of connecting people and changing lives. As a world leader in the manufacturing and delivering of advanced hearing solutions, we go to work each day to ensure every person on the planet has the opportunity to hear their very best. Founded in 1967, Starkey is known for its innovative design, development and distribution of comprehensive digital hearing systems.

About

Headquartered in Eden Prairie, Minnesota, Starkey has more than 5,000 employees globally, operates 29+ facilities and does business in more than 100 markets worldwide. Here’s a video about the people behind Starkey’s groundbreaking innovation:

https://www.youtube.com/watch?v=GjhRQ7qzlI0

Job Summary Description

With specific focus on Starkey’s French speaking customer base, the French Customer Service Representative is responsible for maintaining professional, timely, and accurate information pertaining to technical and nontechnical hearing instruments and related products. This position requires bilingualism as well as competence in data collection

and processes while maintaining a high level of incoming and outgoing phone calls in a fast-paced environment with accounts, internal personnel, and consumers.

The Customer Service Representative is responsible for consistently serving Starkey’s French based customers as primary responsibility and English customers as needed in secondary responsibility. They will do this through various platforms including calls, emails, and online services. They will be responsible for upholding the values and culture of the department through positivity and teamwork. As active team members, they will act as a support system for internal and external customers. All Customer Service Representatives will be expected to serve our customers with passion, purpose, and excellence while adhering to company policies and procedures.

Job Responsibilities

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• Perform Consistently in Measured Core Areas
• Meet average call and step volume expectations
• Meet data entry expectations
• Minimize transferring calls
• Consistently Maintain a Positive Attitude and Be an Active, Supportive Team Member
• Treat others with respect and use positive language
• Be receptive to constructive feedback
• Provide support to your team, department, and internal customers by demonstrating a "team-first, self-second" mentality
• Build relationships to address customer needs by involving the right people at the right time
• Engage in training, special projects, and initiatives as a Customer Service Representative
• Serve the Customer Better Than Anyone Else
  
  

Serve with passion, purpose, and excellence to foster relationships and trust:

• Accurately identify customer requirements, expectations, and needs
• Meet customer needs and utilize soft skills to maximize call satisfaction
• Exceed customer expectations on every call by going the extra mile and following through on every promise

• Be Accountable for Complying with Policies, Procedures, and Work Requirements
• Maintain a sense of urgency when monitoring all Salesforce queues
• Adhere to work and lunch schedules to demonstrate commitment to serving customers and supporting the team
• Play an Active Role in Professional Development
• Proactively acquire new knowledge and skills through OneSource/Salesforce exploration, department shadowing, and independent research
• Use department-approved knowledge base resources and applications efficiently
• Read training modules and complete quizzes/exams when required
• Attend and participate in department training and meetings
• Develop Mastery in Specified Competencies
• Deliver Results – Take personal responsibility for delivering maximum results
• Focus on Customers – Serve customers better than anyone in the industry
• Communicate Clearly – Ensure clarity and understanding through effective communication
• Foster Teamwork and Trust – Maintain a committed attitude to foster teamwork and build trust
• Travel
• Travel may be required to other provinces as needed
• Other Duties and Responsibilities
• Perform other duties and responsibilities as assigned
• Results – Performance Measures
• Department Scorecard results
• Demonstrate mastery at a moderate or exceptional level in all required competencies during the annual review
• As a Customer Service Representative, show moderate or exceptional performance in:
• Deliver Results
• Focus on Customers
  

Job Requirements

• Minimum Education, Certification, and Experience Requirements
• Education
• College degree or 4 years of customer service experience desired
• Experience
• Minimum 1 year of experience in a hearing aid manufacturing environment desirable
• Minimum 2 years of customer service experience preferred
• Knowledge / Technical Requirements
• Computer knowledge required
• Competencies, Skills & Abilities
• Bilingual in French and English (French proficiency is mandatory)
• Excellent telephone manner required
• Previous experience where attention to detail is essential for success
• Professionalism in appearance, demeanor, and communication
• Excellent communication skills and the ability to resolve conflict
• Proven record of exceeding customer expectations in a fast-paced environment