Operations and Customer Service Specialist at Starkey

The primary objective of this position is to support the operations, customer service and administrative requirements related to our B2C hearing care programs. This position supports the Start Hearing program initiatives, a program designed to coordinate and consult consumers seeking hearing help and aid selection process. This is a cross functional role that is fully integrated amongst several working teams to collaborate and drive the selling cycle from start to finish.

Starkey is a world leader in the manufacturing and distribution of advanced hearing technologies. We are in the business of connecting people and changing lives. Our teams come to work each day focused on ensuring people everywhere have the products and services they need to hear better and live better. Founded in 1967 by Bill Austin, Starkey is known for our cutting-edge hearing health innovations, industry-leading research and development, and not being afraid to push the edge of what’s possible. We are headquartered in Eden Prairie, Minnesota, have over 5,000 employees in 29 facilities across the globe, and do business in more than 100 markets worldwide.

Watch this video to see more of what sets Starkey apart.

https://youtu.be/9cUYwTlCepg?si=wkovx8_R_iINfrc6

JOB SUMMARY DESCRIPTION 
The primary objective of this position is to support the operations, customer service and administrative requirements
related to our B2C hearing care programs. This position supports the Start Hearing program initiatives, a program
designed to coordinate and consult consumers seeking hearing help and aid selection process. This is a cross functional
role that is fully integrated amongst several working teams to collaborate and drive the selling cycle from start to finish.

JOB RESPONSIBILITIES
• Process orders accurately
o Accurate data enter and maintain the integrity of hearing aid orders, patient appointment information and
sales data across multiple systems (i.e. Oracle, mainframe & financial)
o Provide audits and reports related to order status and tracking
o Close out sale and delivery information in CRM and financial systems
o Utilize system and internal resources to troubleshoot and resolve order issues in a timely manner
o Utilize analysis and problem-solving skills to streamline processes and provide continuous feedback for
improvement
o Communicate with sales and operations teams regularly regarding order status or issues
o Communicate with Provider and consumer regarding order questions or issues
o Work with Credit team or operations team to troubleshoot and resolve issues
• Provide Sales Support
o Work directly with sales and coordinate internal teams to provide follow up support to patients and
providers as needed.
o Use analytics and reporting to track sales processes through multiple systems to ensure accuracy and data
integrity
o Attend team meetings and support ad hoc events or special projects as necessary
• Provide Consumer Support
o Understand consumer hearing loss journey, appointment, and sales process
o Follow-up via outbound phone calls with consumers to confirm appointments and to answer questions.
o Communicate consumer issues or information to appropriate sales or operations staff
o Utilize systems to document communications and follow-up activities
o Build and develop relationship with internal teams, providers, and patients to provide impactful
contributions throughout the sales cycle.
• Other duties/responsibilities as assigned

JOB REQUIREMENTS
Minimum Education, Certification and Experience Requirements
• Education (i.e. 4-year college degree, license, certification)
o Bachelor’s degree or associate degree from an accredited institution
• Experience (i.e. years of work experience related to the job)
o 5+ years of customer Service, order management or sales/operations/administrative support
Knowledge / Technical Requirements (List programs, technologies, knowledge required to perform essential job
responsibilities)
• Working knowledge in MS Office applications (excel, word, SharePoint)
• Experience with report writing software a plus
• Experience with various CRM or order entry systems
• Troubleshooting and problem resolution experience
• Strong analytical and reporting abilities
Competencies, Skills & Abilities (List additional competencies, skills, and abilities to be successful in the job, i.e. Ability to
communicate details and requests with professionalism and accuracy)
• High energy and excellent communicator
• Ability to work independently and get along well in team environment
• Natural attitude toward helping people and resolving issues
• Ability to manage multiple projects and prioritize work
• Adept at software and reporting systems
• Ability to develop and document processes
• High level of professionalism
• Willingness to take on new projects and develop new processes
• Project management, attention to detail and ability to maximize resources

Salary and Other Compensation:

The target pay range for this position is between $18.14- 25.24 per hour.  Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

This position is eligible for a bonus based upon performance results. There is no guarantee of payout. 

Benefits: 

The following benefits for this position, subject to applicable eligibility requirements, include medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, short-term disability insurance, long-term disability insurance, employee assistance program, hearing aid benefits, PTO, paid holidays annually, floater days annually, volunteer service day annually, paid paternity leave, and tuition reimbursement. 

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